---
title: "Team Assist Feedback and Usage Report"
slug: "team-assist-feedback"
updated: 2026-08-26T23:58:45Z
published: 2026-08-26T23:58:45Z
canonical: "help.gladly.com/team-assist-feedback"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Team Assist Feedback and Usage Report

| **REQUIRED USER ROLE** Administrator, Team Manager, or Analyst | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Team Assist Feedback and Usage gives you visibility into how Agents use [Team Assist](/product-docs/docs/team-assist-1) 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

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg).
2. Select **Reports**.
3. Navigate to the **Gladly AI** section.
4. Select **Team Assist Feedback and Usage.**
5. Set your date range filter and click **View Report**.
6. 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](https://help.gladly.com/docs/report-filters).

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. |