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Providing Feedback on Reports

CallCoach's AI becomes more accurate and tailored to your organisation's specific needs through user feedback. All users (Administrators, Team Leads, and Agents) can participate.

How to Rate Reports

You can rate reports in two ways:

  1. Inline Rating — click the thumbs up or down buttons in the modal footer when viewing a report on the Report Search page or Homepage Best Calls section. The feedback form appears directly in the modal.
  2. Email Links — click the "thumbs up" or "thumbs down" link in report emails, which takes you to a dedicated User Rating page.

Both methods collect the same information and contribute equally to AI training.

Feedback Form

Positive Feedback (Thumbs Up)

  • What did you like about this report? (Optional) — providing specific examples of what was accurate or helpful is valuable

Negative Feedback (Thumbs Down)

  • Which part of the report was incorrect or missing? (Required) — be specific (e.g., "The summary missed the customer's main objection", "The sentiment score was too high")
  • What should the correct information be and why, or what context is missing? (Required, minimum 40 characters) — explain the correct interpretation or provide missing details
  • Additional Comments (Optional)

Tips for Good Negative Feedback

  1. Be Specific — clearly state which part of the report was wrong
  2. Provide the Correction — explain what the correct information should have been
  3. Explain Why — briefly state your reasoning
  4. Meet Minimum Length — ensure your explanation meets the 40-character minimum

Expiry

Feedback can typically only be provided for recent reports (e.g., within the last 7 days). Older reports will indicate "Report too old for feedback".

Common Questions

Why is it important to provide feedback?

Your feedback directly trains the CallCoach AI. Positive feedback reinforces what the AI does well. Negative feedback with detailed explanations helps the AI learn from its mistakes and improve accuracy for your organisation's specific call types.

Do I have to comment on every report?

Focus on reports where the AI was particularly good or significantly incorrect. For negative feedback, comments are required. For positive feedback, comments are optional but helpful.

How do I know if my feedback was saved?

After submitting, you'll see a confirmation message or be taken to a "Feedback Submission Result" page.

See Also