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Gladly AI Feedback Report

  • Published on Jul 15, 2026
  • 2 minute(s) read
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REQUIRED USER ROLE 
Administrator, Team Manager, or Analyst
PERMISSION OVERVIEW
View permissions by role

The Gladly AI Feedback Report gives Admins and Team Managers a row-by-row export of every thumbs up / thumbs down review – and any comment left with it – submitted on AI Sessions. Unlike the rolled-up summary reports, this report returns one row per review, so you can read individual reviewer comments and open the exact Session each review is tied to. The same data is also available as a downloadable CSV, and in-app as an embedded dashboard.

Access the report

  1. Click .

  2. Select Reports.

  3. Navigate to the Gladly AI section.

  4. Select Gladly AI Feedback Report.

  5. Set your date range filter and click View Report.

  6. Alternatively, click Download CSV.

How the report is measured

  • Grain – One row per review. A Session with multiple reviews appears once per review; a Session with no reviews does not appear at all.

  • Source data – Reviews are the same thumbs up / thumbs down ratings and comments captured on the Reviews page.

  • Time anchor – Rows are anchored to the date the review was submitted, not the date of the original Session, so the Date filter selects reviews by when the feedback was left.

  • Reviewer scope – Only agent-authored reviews are shown. Internal Gladly (admin) reviews are excluded.

What the report shows

Each row represents a single review left on a Gladly AI Session. Because a Session can receive more than one review, the same Session may appear on multiple rows.

Column Name

Description

Feedback Date

The date the review was submitted.

Feedback Rating

The rating left on the Session — Thumbs Up or Thumbs Down.

Comment

The free-text comment the reviewer left with the review, if any.

Rated By

The email of the Gladly Agent who left the review.

Session ID

The unique identifier of the Gladly AI Session the review is tied to.

Conversation ID

The unique identifier of the Conversation the Session belongs to.

Customer ID

The unique identifier of the Customer in the Conversation.

Conversation Link

A direct link to open the Conversation in Gladly.

Channel

The channel the Session took place on (e.g., Chat, SMS).

Gladly Agent

The name of the Gladly Agent (AI profile) that handled the Session.

Feedback Type

The type of feedback (e.g., Session-level vs. component/Session-item).

Filters

Filter Name

Comments

Date

Required. Filters on Feedback Date (when the review was left). Defaults to the last 1 week.

Channel

Optional. Limit to one or more channels.

Rated By

Optional. Limit to reviews left by specific Gladly Agents.

Feedback Type

Optional. Limit to one or more feedback types.

Feedback Rating

Optional. Limit to Thumbs Up and/or Thumbs Down.

Use this report

  • Filter to Thumbs Down to pull every negative review in the period, then read the Comment column to understand what went wrong and use the Conversation Link to open the full Session.

  • Filter by Rated By to see the reviews a particular Agent submitted, or by Channel / Gladly Agent to focus on a specific surface or AI profile.

  • Scan the Comment column for recurring themes — comments are where reviewers explain the "why" behind a rating.

  • Export to CSV to pivot the raw reviews yourself, or join them to other Session-level data by Session ID or Conversation ID.

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