GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Help & Learning Resources
Release Notes
Current Version
Recent Updates
Previous Versions
Deprecations
Request a Feature
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
Mock Scenes
Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Node Types
Overview
Intent Node
Dialog Node
Dynamic Intent Node
GenAI Node
GenAI Prompt
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections
Node Connections Setup
Sub-Intent Scoping
Entity Types
Entity Rules
User Prompts or Messages
Voice Call Properties
Knowledge AI
Introduction
Knowledge Graph
Introduction
Terminology
Build a Knowledge Graph
Manage FAQs
Knowledge Extraction
Import or Export Knowledge Graph
Prepare Data for Import
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Knowledge Graph Analysis
Answer from Documents
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Session and Context Variables
Context Object
Intent Discovery
Train
NLP Optimization
ML Engine
Overview
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
LLM and Generative AI
Introduction
LLM Integration
Prompts & Requests Library
Co-Pilot Features
Dynamic Conversations Features
Kore.ai XO GPT Model
Intelligence
Introduction
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Overview
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Conversation Testing Overview
Create a Test Suite
Test Editor
Test Case Assertion
Test Case Execution Summary
Glossary
Health and Monitoring
NLP Health
Flow Health
Integrations
Actions
Actions Overview
Asana
Configure
Templates
Azure OpenAI
Configure
Templates
BambooHR
Configure
Templates
Bitly
Configure
Templates
Confluence
Configure
Templates
DHL
Configure
Templates
Freshdesk
Configure
Templates
Freshservice
Configure
Templates
Google Maps
Configure
Templates
Here
Configure
Templates
HubSpot
Configure
Templates
JIRA
Configure
Templates
Microsoft Graph
Configure
Templates
Open AI
Configure
Templates
Salesforce
Configure
Templates
ServiceNow
Configure
Templates
Stripe
Configure
Templates
Shopify
Configure
Templates
Twilio
Configure
Templates
Zendesk
Configure
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
NiceInContact(User Hub)
Salesforce
ServiceNow
Configure Tokyo and Lower versions
Configure Utah and Higher versions
Unblu
External NLU Adapters
Overview
Dialogflow Engine
Test and Debug
Deploy
Channels
Publishing
Versioning
Analyze
Introduction
Dashboard Filters
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Custom Meta Tags
Create Custom Dashboard
Create Custom Dashboard Filters
NLP Insights
Task Execution Logs
Conversations History
Conversation Flows
Conversation Insights
Feedback Analytics
Usage Metrics
Containment Metrics
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Team Collaboration
Plan & Usage
Overview
Usage Plans
Templates
Support Plans
Invoices
Authorization
Conversation Sessions
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data
Overview
Data Table
Table Views
App Definitions
Data as Service
HOW TOs
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Composite Entities
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
Migrate External Bots
Google Dialogflow Bot
APIs & SDKs
API Reference
API Introduction
Rate Limits
API List
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
SDK Functions
SDK Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
Widget SDK Tutorial
Web SDK Tutorial
ADMINISTRATION
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Data Tables and Views
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Control
Using Single-Sign On (SSO)
Two-Factor Authentication (2FA)
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
  2. Docs
  3. Virtual Assistants
  4. Analyzing Your Bot
  5. Feedback Analytics

Feedback Analytics

Once you’ve created a Feedback Survey for your conversations based on a survey type (NPS, CSAT, or Like/Dislike), it’s important to constantly monitor and analyze the customer responses, feedback survey scores, and trends over a given period.

Thus, knowing the survey type scores and the key metrics for respondents, responses, trends, and users helps gain actionable insights into the customer experience your business is delivering. The new Feedback Analytics Dashboard under the Analyze section provides prebuilt dashboards to view the survey results and insights based on the duration, survey name, and type you select.

The Dashboard displays graphs and charts derived from real-time feedback data for the following:

  • Distribution trends of feedback scores.
  • The overall score for the given period and its trend.
  • The comprehensive feedback results with an option to export the results for review.

Note: The Feedback Dashboard is available in Release 10.0.0 (January 2023).

Navigating to the Feedback Dashboard

There are two ways to access the Feedback (Analytics) Dashboard:

  1. On the Bot Builder home page, click on your Virtual Assistant.
  2. Navigate to Analyze > Feedback Dashboard

Dashboard Filters

The Feedback Dashboard displays analytics data on the Feedback Survey responses from customers based on the following filters:

  1. Date: Indicates the date range to filter the conversation sessions and capture the survey feedback responses.

Note: The session start time filters the sessions based on when they were initiated.

The filter options include the following:

  • 24 Hours: Captures feedback survey responses from conversations in the past 24 hours.
  • Last 7 Days: Captures feedback survey responses from conversations that happened in the last seven days.
  • Last Month: Captures feedback survey responses from conversations in the last month.
  • Last 3 Months Captures feedback survey responses from conversations in the last three months.
  • Custom: Select the start and end date range on the calendar widget to capture the feedback survey data.

  1. Survey Type: The type of survey including CSAT, NPS, or Like/Dislike. Learn more.
  2. Survey Name: This is the feedback survey name provided when creating a feedback survey under Build > Configurations > Feedback Survey. You can either select All Surveys to capture the Feedback Survey analytics data of all the surveys configured for the virtual assistant or a specific survey name from the dropdown list.

Dashboard Sections

The Feedback Survey Dashboard is categorized into five sections that display analytics-driven graphs and charts for the selected feedback survey name, survey type, and date based on the captured feedback survey responses. These include:

Percentage and Number of Respondents

This widget displays the percentage and the number of respondents for a specific feedback survey response. In addition, it displays the percentage of increase or decrease in the individual response type over the given period.

For the NPS survey type, it captures the data for the following responders:

  • Promoters: Respondents who gave a score of 9 or above.
  • Passives: Respondents who gave a score between 6 and 8.
  • Detractors: Respondents who gave a score between 0 and 5.

For the CSAT survey type, it captures the data for the following responses:

  • Very Satisfied: Respondents who gave a score of 5.
  • Satisfied: Respondents who gave a score of 4.
  • Neutral: Respondents who gave a score of 3.
  • Unsatisfied: Respondents who gave a score of 2.
  • Very Unsatisfied: Respondents who gave a score of 1.

For the Like/Dislike survey type, it captures the data for the following responses:

  • Extremely Likely: Respondents who gave a score of 1.
  • Extremely Unlikely: Respondents who gave a score of 0.

Score Break up – Respondent-wise Survey Score over Time

This section displays the bar chart widget representing the percentage of each response type for Like/Dislike and CSAT surveys and the respondent type for NPS surveys over a time period.

Note: Hover your mouse over the Survey Score chart to see the number of respondents, the response type scores, and the percentage of respondents for each response type at the granular level.

For the NPS survey type, the number of promoters, passives, and detractors is displayed in different colors over the selected period on the days they responded.


For the CSAT survey type, the number of very satisfied, satisfied, neutral, unsatisfied, and very unsatisfied responses received over the selected date range is displayed in different colors.

For the Like/Dislike survey type, the number of extremely likely and extremely unlikely responses captured over the selected date range is displayed in different colors

Survey Score

This section displays the meter graph (from 0 to 100) widget for the survey score based on the actual customer feedback survey responses for a specific survey type. Each score graph is generated based on an internal formula mapped to a survey type as follows:

  • NPS Score: Displays a whole number between -100 and 100 based on the formula (Percentage of Promoters - Percentage of Detractors).
  • CSAT: Displays the percentage value based on the formula (Number of very satisfied/satisfied Respondents / Total Number of Respondents) * 100.
  • Like/Dislike: Displays the percentage value based on the formula (Number of extremely likely Respondents / Total Number of Respondents) * 100.

Survey Trendline

This section displays the widget with the line graph capturing the date-wise response score trend for the total number of positive respondents over the selected date range.

Note: Hover your mouse over the trend chart to see the number of respondents and the response scores on a specific date at the granular level.

For the NPS survey type, the line graph displays the Promoters score trend changes for the total number of promoters over the selected period.

For the CSAT survey type, the line graph displays the Respondents Score trend changes for the total number of very satisfied and satisfied respondents over the selected period.

For the Like/Dislike survey type, the line graph displays the respondents’ score trend changes for the total number of extremely likely respondents over the selected period.

User-level Feedback

This information grid represents the metadata for the Total number of conversations for every unique conversation path between the virtual assistant and the user. This grid summarizes and lists the data of all the feedback surveys mapped to the selected survey type filter. The fields for which data is displayed are:

Field Name Description
Survey Name The name of the feedback survey for the selected survey type.
Kore User ID The internal ID of the user who responded to the survey.
Channel ID The channel ID of the conversation session channel.
Session ID The identifier of the conversation session.
Channel The conversation channel of the user and virtual assistant interaction. This can be a web/mobile client or a messaging platform.
Language The language used to communicate during the conversation session.
Score The feedback survey score.
Date & Time The date and time of the interaction.
Descriptive Feedback

The user’s response to the follow-up question was triggered during the feedback survey.

Note: This value appears only if a follow-up question is configured for a survey.

Note: The values for Score and Survey Name will change based on the selected Survey Type.

Download the Feedback Analytics Report

To download the User-level feedback report, click the Export to CSV icon as shown below:

Feedback Analytics

Once you’ve created a Feedback Survey for your conversations based on a survey type (NPS, CSAT, or Like/Dislike), it’s important to constantly monitor and analyze the customer responses, feedback survey scores, and trends over a given period.

Thus, knowing the survey type scores and the key metrics for respondents, responses, trends, and users helps gain actionable insights into the customer experience your business is delivering. The new Feedback Analytics Dashboard under the Analyze section provides prebuilt dashboards to view the survey results and insights based on the duration, survey name, and type you select.

The Dashboard displays graphs and charts derived from real-time feedback data for the following:

  • Distribution trends of feedback scores.
  • The overall score for the given period and its trend.
  • The comprehensive feedback results with an option to export the results for review.

Note: The Feedback Dashboard is available in Release 10.0.0 (January 2023).

Navigating to the Feedback Dashboard

There are two ways to access the Feedback (Analytics) Dashboard:

  1. On the Bot Builder home page, click on your Virtual Assistant.
  2. Navigate to Analyze > Feedback Dashboard

Dashboard Filters

The Feedback Dashboard displays analytics data on the Feedback Survey responses from customers based on the following filters:

  1. Date: Indicates the date range to filter the conversation sessions and capture the survey feedback responses.

Note: The session start time filters the sessions based on when they were initiated.

The filter options include the following:

  • 24 Hours: Captures feedback survey responses from conversations in the past 24 hours.
  • Last 7 Days: Captures feedback survey responses from conversations that happened in the last seven days.
  • Last Month: Captures feedback survey responses from conversations in the last month.
  • Last 3 Months Captures feedback survey responses from conversations in the last three months.
  • Custom: Select the start and end date range on the calendar widget to capture the feedback survey data.

  1. Survey Type: The type of survey including CSAT, NPS, or Like/Dislike. Learn more.
  2. Survey Name: This is the feedback survey name provided when creating a feedback survey under Build > Configurations > Feedback Survey. You can either select All Surveys to capture the Feedback Survey analytics data of all the surveys configured for the virtual assistant or a specific survey name from the dropdown list.

Dashboard Sections

The Feedback Survey Dashboard is categorized into five sections that display analytics-driven graphs and charts for the selected feedback survey name, survey type, and date based on the captured feedback survey responses. These include:

Percentage and Number of Respondents

This widget displays the percentage and the number of respondents for a specific feedback survey response. In addition, it displays the percentage of increase or decrease in the individual response type over the given period.

For the NPS survey type, it captures the data for the following responders:

  • Promoters: Respondents who gave a score of 9 or above.
  • Passives: Respondents who gave a score between 6 and 8.
  • Detractors: Respondents who gave a score between 0 and 5.

For the CSAT survey type, it captures the data for the following responses:

  • Very Satisfied: Respondents who gave a score of 5.
  • Satisfied: Respondents who gave a score of 4.
  • Neutral: Respondents who gave a score of 3.
  • Unsatisfied: Respondents who gave a score of 2.
  • Very Unsatisfied: Respondents who gave a score of 1.

For the Like/Dislike survey type, it captures the data for the following responses:

  • Extremely Likely: Respondents who gave a score of 1.
  • Extremely Unlikely: Respondents who gave a score of 0.

Score Break up – Respondent-wise Survey Score over Time

This section displays the bar chart widget representing the percentage of each response type for Like/Dislike and CSAT surveys and the respondent type for NPS surveys over a time period.

Note: Hover your mouse over the Survey Score chart to see the number of respondents, the response type scores, and the percentage of respondents for each response type at the granular level.

For the NPS survey type, the number of promoters, passives, and detractors is displayed in different colors over the selected period on the days they responded.


For the CSAT survey type, the number of very satisfied, satisfied, neutral, unsatisfied, and very unsatisfied responses received over the selected date range is displayed in different colors.

For the Like/Dislike survey type, the number of extremely likely and extremely unlikely responses captured over the selected date range is displayed in different colors

Survey Score

This section displays the meter graph (from 0 to 100) widget for the survey score based on the actual customer feedback survey responses for a specific survey type. Each score graph is generated based on an internal formula mapped to a survey type as follows:

  • NPS Score: Displays a whole number between -100 and 100 based on the formula (Percentage of Promoters - Percentage of Detractors).
  • CSAT: Displays the percentage value based on the formula (Number of very satisfied/satisfied Respondents / Total Number of Respondents) * 100.
  • Like/Dislike: Displays the percentage value based on the formula (Number of extremely likely Respondents / Total Number of Respondents) * 100.

Survey Trendline

This section displays the widget with the line graph capturing the date-wise response score trend for the total number of positive respondents over the selected date range.

Note: Hover your mouse over the trend chart to see the number of respondents and the response scores on a specific date at the granular level.

For the NPS survey type, the line graph displays the Promoters score trend changes for the total number of promoters over the selected period.

For the CSAT survey type, the line graph displays the Respondents Score trend changes for the total number of very satisfied and satisfied respondents over the selected period.

For the Like/Dislike survey type, the line graph displays the respondents’ score trend changes for the total number of extremely likely respondents over the selected period.

User-level Feedback

This information grid represents the metadata for the Total number of conversations for every unique conversation path between the virtual assistant and the user. This grid summarizes and lists the data of all the feedback surveys mapped to the selected survey type filter. The fields for which data is displayed are:

Field Name Description
Survey Name The name of the feedback survey for the selected survey type.
Kore User ID The internal ID of the user who responded to the survey.
Channel ID The channel ID of the conversation session channel.
Session ID The identifier of the conversation session.
Channel The conversation channel of the user and virtual assistant interaction. This can be a web/mobile client or a messaging platform.
Language The language used to communicate during the conversation session.
Score The feedback survey score.
Date & Time The date and time of the interaction.
Descriptive Feedback

The user’s response to the follow-up question was triggered during the feedback survey.

Note: This value appears only if a follow-up question is configured for a survey.

Note: The values for Score and Survey Name will change based on the selected Survey Type.

Download the Feedback Analytics Report

To download the User-level feedback report, click the Export to CSV icon as shown below:

Menu