Understanding Users Feedback

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This knowledge base article is about understanding users’ feedback of self-help solutions from the Admin dashboard.

Navigate to the “User Feedback” section in Admin Dashboard

1 – Login to Self-Help dashboard using super admin credentials

2 – Click on Dashboard

3 – Click on the “Self-Help” tab, select “Analytics” and then select “User Feedback”

User Feedback Analytics

This section shows the feedbacks given by the user after using the self-help solutions for the selected date range–

  • Sr.No.- Serial number of the user
  • User Name- Name of the user
  • Email- Email id of the user
  • Feedback- Feedback given by the user, the upper view shows the feedback given by the user after using the self-help solution from the online portal, and the lower view shows the feedback given by the user after using the self-help solution from the offline application
  • Facility- The group name of the users’
  • Date– The date of the feedback given by the user after the solution was run
  • Hostname – Hostname of the user
  • Solution- Name of the Self-Help solution
  • Category- Category of the Self-Help solution
  • Last Step- Last step of the solution run by the user
  • Rating- Rating is given by the user after the solution was run
  • Response- Exit: If the user exited the solution before giving any feedback, the response is an exit; No: If the feedback given by the user after running the solution is no, the response is No; Yes: If the feedback given by the user after running the solution is yes, the response is Yes
  • Time Spent(Seconds)- The time of the solution run
  • Source- Offline: If the user ran the solution from the offline app, the source is offline; Online: If the user ran the solution from the online portal, the source is online
  • IP Address- IP Address of the user’s computer
  • Helper Status- Status of the helper app
  • Helper Message- Message of the helper app

To further filter the solution on any of the other criteria mentioned in the column, the search on the top right side can be used. For example, to filter the solution based on a particular username, the name of the user can be searched.

Note: All this information can be downloaded in Excel by selecting “CSV” on the top right side of the screen.

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