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.

[rpriyadarshy]

@FrancescoF82933 

Feedback are stored in table  sys_gen_ai_log_metadata you can refer below SS. This is for AI Agent response.

For VA Bot genius result any feedback on Doc response it goes to - sys_search_genius_result_event_action

Regards

RP

[ajmalmuhamm]

Hi @FrancescoF82933 ,

For reporting on Now Assist skill feedback, I would be careful about assuming that sys_gen_ai_log_metadata_list is the source for the thumbs-up/thumbs-down feedback.

The best approach is to first identify the actual feedback records generated by the Now Assist skill and verify the relationship between those records and the GenAI interaction/log tables. The sys_gen_ai_log_metadata_list table may contain metadata associated with GenAI interactions, but that doesn't necessarily mean it is the authoritative source for skill feedback.

For your requirements:

• Thumbs up/down: Check the Now Assist/GenAI feedback-related tables and the records created when a user submits positive or negative feedback. This will give you a reliable source for reporting.

• Free-text feedback: If the OOTB skill doesn't provide a free-text comment option, I would avoid modifying the OOTB feedback mechanism. A separate custom feedback table related to the GenAI interaction/skill would be a cleaner and upgrade-safe approach.

• Reporting: You can then build reports/dashboards from the custom feedback table, including the skill, user, feedback type, comments, date, and interaction/reference information.

• UI: A small custom modal/form triggered after thumbs-down (or a separate "Provide feedback" option) would provide a good user experience while keeping the OOTB Now Assist components untouched.

Before building anything custom, I would also check the specific Now Assist version/plugins in your instance, because the available feedback functionality can vary by release and licensed capabilities.