Skip to content

Feedback

"Measure. Improve. Appreciate."

What is the Feedback Module?

The Feedback module captures customer-submitted ratings and reviews about agent performance. It helps organizations track quality, analyze interactions, and improve service based on direct customer responses.

This section is only visible to Admins, Managers, and Team Leads, ensuring a top-level view for performance monitoring.

👥 Access Roles

  • Admin
  • Manager
  • Team Lead

🔍 What It Shows

  • Channel Name:
    • Identifies the source channel used by the live agent (e.g., WhatsApp, Web, etc.)
  • Incoming Chat On:
    • Shows the identifier or ID of the channel where the interaction happened.
  • Customer Identifier:
    • Displays the customer’s mobile number for tracking.
  • Customer Name:
    • If available, the customer’s name is shown for easy reference.
  • User Name (Agent):
    • Indicates which live agent handled the chat and received the feedback.
  • Submitted At:
    • The date and time the customer submitted the feedback.
  • Rating:
    • A star rating from 1 to 5 that reflects the customer’s experience.

⚙️ Filters and Reports

  • Filter feedback based on:
    • Specific agent or team
    • Channel, identifier, or date range
  • Download reports from this section for internal reviews
  • Reports are also accessible from the Download Centre

⭐ How to Enable Feedback Section

To collect feedback, ensure: - The Surbo Star Rating intent is configured inside Surbo - Feedback permissions are enabled in Surbo Chat

Once this is set up, customers will receive a feedback prompt after chat closure, allowing them to rate the agent directly.

💡 Pro Tips

  • Use feedback trends to identify coaching opportunities and celebrate top performers
  • Make feedback intent visible only post-query resolution for better accuracy
  • Periodically export feedback reports to evaluate team performance metrics