Ratings and feedback

Access the ratings and feedbacks left from end users by executing:

query RatingsFeedbacks(
  $deskIds: _uuid
  $brainIds: _uuid
  $integrationIds: _uuid
  $brainVersions: _int4
  $startDate: timestamp
  $endDate: timestamp
  $agentIds: _text
  $ratings: _int4
  $isTest: Boolean
) {
  rows: rating_feedback(
    args: {
      start_time: $startDate
      end_time: $endDate
      brain_parent_ids: $brainIds
      desk_ids: $deskIds
      integration_ids: $integrationIds
      brain_versions: $brainVersions
      is_test: $isTest
      agent_ids: $agentIds
      ratings: $ratings
    }
  ) {
    agent_id
    agent_name
    brain_id
    brain_parent_id
    version
    rating
    feedback
    is_test
  }
}

Below are some examples of how RatingsFeedbacks can be called.

Single Desk

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "startDate": "2022-04-08",
  "endDate": "2022-04-17"
}

Multiple Desks

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c, 51ff88a7-dfab-44e5-9303-9b2bf13f1c94}",
  "startDate": "2022-04-08",
  "endDate": "2022-04-17"
}

Specific Agents

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "startDate": "2022-04-08",
  "endDate": "2022-04-17",
  "agentIds": "{1b28b8ba-c9de-42ac-94ad-564e0c6858c9, 1e47963e-ae46-4821-ae61-10773d1141a2}"
}

Specific Ratings

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "ratings": "{1,2,3}",
  "startDate": "2022-04-08",
  "endDate": "2022-04-17"
}

Remove Test Sessions

{
  "deskIds": "{d2be0283-9b53-4d7b-b77d-2650f3a1a99c}",
  "isTest": false,
  "startDate": "2022-04-08",
  "endDate": "2022-04-17"
}

---

Example Result:

{
  "data": {
    "rows": [
      {
        "agent_id": "1b28b8ba-c9de-42ac-94ad-564e0c6858c9",
        "agent_name": "John Doe",
        "avg_response_time": 0.4279857,
        "avg_first_response_time": 0.48434165,
        "median_response_time": 0.26963332,
        "median_first_response_time": 0.36688334,
        "max_response_time": 1.7883333,
        "max_first_response_time": 1.7883333,
        "min_response_time": 0.0681,
        "min_first_response_time": 0.0681,
        "avg_close_time": null,
        "median_close_time": null,
        "max_close_time": null,
        "min_close_time": null,
        "ratings": 4,
        "avg_rating": 3.75,
        "ratings_more_than_3": 3,
        "closed_conversations": 0,
        "participated_sessions": 18,
        "replies": 36
      },
      {
        "agent_id": "1e47963e-ae46-4821-ae61-10773d1141a2",
        "agent_name": "Tim Johnson",
        "avg_response_time": 4.1929,
        "avg_first_response_time": 5.1929,
        "median_response_time": 5.0929,
        "median_first_response_time": 4.1929,
        "max_response_time": 4.1929,
        "max_first_response_time": 4.1929,
        "min_response_time": 4.1929,
        "min_first_response_time": 4.1929,
        "avg_close_time": null,
        "median_close_time": null,
        "max_close_time": null,
        "min_close_time": null,
        "ratings": 100,
        "avg_rating": null,
        "ratings_more_than_3": 88,
        "closed_conversations": 1348,
        "participated_sessions": 1351,
        "replies": 12519
      }
    ]
  }
}