Now Assist Skill Feedback Tracking and Reporting

[FrancescoF82933]

Hi everyone,

I'm planning to implement a reporting feature that provides an overview of feedback given to individual skills—both out-of-the-box (OOTB) and custom ones. For example, the "case summarization" skill offers built-in thumbs up/thumbs down evaluation capabilities. Additionally, we have a table called sys_gen_ai_log_metadata_list that includes a feedback field with predefined values. I'd like to clarify first: is this table in any way connected to the thumbs up/thumbs down feedback system of the skills?

I have a few questions:

1. Is sys_gen_ai_log_metadata_list the correct table to retrieve user feedback values for reporting purposes?

2. For free-text feedback, I'd like to understand:

   • Does Now Assist natively support free-text feedback comments on skills?
   • If not, what would be the recommended approach to implement this feature? Should we create a separate custom table and form, or extend the existing feedback mechanism?
   • How would you suggest displaying this feedback in the UI?

Any insights or best practices would be greatly appreciated!

[sandeepdutt]

Hi @FrancescoF82933 ,

Check my Answer for your specific questions below:

1. Is sys_gen_ai_log_metadata_list the correct table to retrieve user feedback values for reporting purposes?

You will need to check by testing by giving  thumbs up/thumbs down and see if sys_gen_ai_log_metadata_list table capturing the recieved feedback, if it does then certainly you can use it for reporting.  This table sys_gen_ai_log_metadata contains a subset of non-sensitive fields from sys_generative_ai_log and is designed for admin reporting and analytics. It does not include all columns or sensitive data, but it is useful for most analytics use cases.

1. For free-text feedback, I'd like to understand:

   • Does Now Assist natively support free-text feedback comments on skills? Not OOTB available for every skills.
   • If not, what would be the recommended approach to implement this feature? Should we create a separate custom table and form, or extend the existing feedback mechanism? Yes, you can create a custom table with columns like User,skill,Interaction,comment...etc. , then you cn save the comment (original)  and ask for optional comment and finally store it together with reference in the log table.
   • How would you suggest displaying this feedback in the UI? Now Assist Panel.