As of the Australia Patch 3 release + Now Assist in Virtual Agent v19.0 store app, we provide new configurations and table that allow you to configure and measure feedback (thumbs up/thumbs down), including text-based granular feedback, from your Virtual Agent or Now Assist Panel.
You can configure granular feedback in the Assistant Designer > Settings > Response feedback. More configuration options are documented here: LINK
New table: sn_nowassist_va_now_assist_analytics_view
This table provides data per conversation ID regarding feedback received, channel ID (Panel or Virtual Agent) and user request. This table is populated based on the system property: sn_nowassist_va.analytics.persistence_strategy = 'table' or 'both' (recommend 'table')
You are now able to select this table as a data source when creating a visualization in Performance Analytics. Navigate to All > Platform Analytics > Libraries > Data Visualizations > Create data visualization
You can then use the "Feedback value" (thumbs up = Accepted, thumbs down = Rejected), "Granular feedback", and "Channel ID" fields to create your chart. Only rows where Item Type = "Synthesized" contains feedback data, so the data source is filtered as such in the following screenshot.
In the screenshot below of the dashboard designer, I've created two visualizations: the one on the left, Feedback responses, measures "feedback value" by Channel ID (Portal/VA and app shell/Now Assist Panel). The visualization on the right, Granular feedback comments, measures the granular feedback received by feedback value. Use the "Group by" configuration to create the groupings.
Notes:
- Granular feedback reporting does not work with premium chat, Teams, or Slack. This is targeted for future releases [safe harbor applies.]
- Feedback is only provided for synthesized responses such as Q&A, i.e., agentic responses are not supported.
- An out-of-box dashboard is targeted for future releases [safe harbor applies.]
@Victor Chen I updated the mentioned system property and now can see records in the table but still the feedback, granular feedback is empty. So is there any criteria for these values to be populated ?
