Team Assist Feedback and Usage Report

REQUIRED USER ROLE
Administrator, Team Manager, or Analyst

PERMISSION OVERVIEW
View permissions by role

Team Assist Feedback and Usage gives you visibility into how Agents use Team Assist and how they rate the suggestions it returns. Use this report to see how Team Assist is actually working for Agents day-to-day. Explore which canned actions and prompts Agents reach for most, how often they rate the responses positively or negatively, and – when they're dissatisfied – why, so you can tweak your setup to yield better results.

Access the report

Click .
Select Reports.
Navigate to the Gladly AI section.
Select Team Assist Feedback and Usage.
Set your date range filter and click View Report.
Alternatively, click Download CSV.

How the report is measured

The report is measured by the following:

Grouping – Grouped by Team Assist message. Each row is a single Agent question or a single AI reply, not a whole Conversation.

What the report shows

This report has two views: a dashboard of tiles for a quick visual read, and a CSV export with the same data at the message level for deeper analysis.

Metric	Description
Feedback Summary	A high-level count of thumbs up, thumbs down, and no-feedback responses.
Feedback Over Time	Thumbs up, thumbs down, and no-feedback responses, stacked and plotted over your date range, so you can spot trends.
Thumbs Down by Reason	A breakdown of thumbs-down feedback by the reason the Agent selected.
Most Used Team Assist Actions	Which canned actions (or free-form questions, grouped as "Custom agent prompt") Agents use most.
What Team Assist Produced	The mix of what Team Assist actually returned – an answer, a drafted Customer-facing message, or a proposed action.
Thumbs Down Detail	Row-level detail behind each thumbs-down response, for digging into specific feedback.
Feedback by Agent	Agents who rated at least one Team Assist response, with their rateable responses, thumbs up, thumbs down, and % thumbs up of rated. Use this to spot coaching opportunities.

Filter this report

Use this filters to modify the data in your report. You can learn more about filters here.

Date – Sets the date range the report covers. All tiles and the CSV export update to reflect the range you select.

Use this report

Team Assist Feedback and Usage can answer a range of questions depending on how you use it. Below are a few common scenarios and the metric to start with.

Scenario	Metric
Get a pulse on how much agents are relying on Team Assist.	Feedback Summary – see the overall volume of rated vs. unrated responses.
See which Team Assist features Agents actually use.	Most Used Team Assist Actions – compare canned actions against free-form questions.
Understand why Agents are dissatisfied with a response.	Thumbs Down by Reason and Thumbs Down Detail – see the stated reason and the underlying message.
Spot coaching opportunities.	Feedback by Agent – find agents with a lower % thumbs up of rated, or a high volume of thumbs-down feedback.
Track sentiment over time.	Feedback Over Time – watch the thumbs up / thumbs down / no-feedback split trend across your date range.
See what kind of output Team Assist is producing.	What Team Assist Produced – compare answers, drafted messages, and proposed actions.