Analyze results
Review support scores, written feedback, and resolution times with the right context.
Use Rating to review satisfaction and individual comments. Use Bot Overview to compare satisfaction with ticket volume and resolution time. Read the ticket behind a score before deciding what needs to change.
Review overall satisfaction
On your bot's Rating page, read these measures together.
| Measure | What it covers |
|---|---|
| Average rating | The average across all responses collected. |
| Responses | The number of ratings behind that average. |
| Star distribution | How responses are spread across the five scores. |
The same average can mean different things with a few responses or many. Check the distribution for low scores that an average can hide.
Read the conversations behind the scores
The response feed lists the newest ratings first, with ticket number, category, stars, written feedback, and arrival time.
- Read recent comments for repeated problems or useful suggestions.
- Select a ticket number to open the full conversation.
- Check the request, replies, and outcome before drawing a conclusion.
- Select Load more to review older responses.
- Use recurring findings to adjust instructions, saved replies, or team practices.
Star-only responses show No written feedback. Responses from removed categories remain visible with a historical category label.
Compare speed and volume
On Bot Overview, choose the last 7, 30, or 90 days. The default is 30. Resolution time measures the full period from opening a ticket to closing it, not just the time until the first reply.
Avg resolution shows the average alongside the fastest and slowest closures in the selected range. Resolution pace charts daily averages with a rolling seven-day trend. Check the closed-ticket count alongside it so you can distinguish a change in pace from a change in volume.
A longer resolution time is a reason to investigate. It doesn't by itself show whether requests became harder, staffing changed, or members waited longer between messages.
Compare satisfaction for the same period
The Overview Satisfaction card shows the average score, rating count, and star distribution for the selected range. In-their-words shows recent written feedback with its score and date. Both use the same date range as the resolution metrics and explain when no responses are available.
The Rating page's overall average covers all responses, so it can differ from an Overview card covering only the selected period.
Keep the limits in view
Ratings belong to tickets, not individual staff members. There isn't a per-staff rating breakdown, and one score can reflect waiting time, tone, outcome, or several parts of the conversation.
Each opener can rate a ticket once. Small response counts give limited evidence, so use a change in scores as a prompt to read conversations rather than a verdict on your team.
Next steps
Adjust the rating questions, or review how members submit feedback.
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