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Filtering by Feedback

Learn how to quickly find conversations with specific feedback types to prioritize your review efforts.

Why Filter by Feedback?​

Time Management: Reviewing all conversations is time-consuming. Filtering lets you focus on what matters most.

Priority Focus:

  • 🔴 Negative feedback = Immediate action needed
  • 🟢 Positive feedback = Learn from success
  • ⚪ No feedback = Spot-check for quality

Efficiency: Find 5-10 high-priority conversations in seconds instead of scrolling through hundreds.

Understanding the Filter Controls​

Filter Location​

The filter controls are located at the top of the conversations table.

Filter Components:

  1. Feedback Type Dropdown - Filter by positive, negative, or no feedback
  2. Date Range Picker (if available) - Filter by time period
  3. Apply Button - Execute the filter
  4. Clear/Reset Button - Remove all filters

Filtering by Feedback Type​

Filter Options​

Available Filters:

  • All Feedback (default) - Shows every conversation
  • Positive Feedback Only - Shows conversations with 👍 ratings
  • Negative Feedback Only - Shows conversations with 👎 ratings
  • No Feedback - Shows conversations where users didn't rate

Filtering for Negative Feedback​

Why This Is Your #1 Priority​

Negative feedback indicates:

  • ❌ Incorrect or outdated information
  • ❌ Unhelpful or incomplete responses
  • ❌ User confusion or frustration
  • ❌ System errors or bugs

Impact: One negative feedback conversation can reveal an issue affecting hundreds of users.

Step-by-Step: Find Negative Feedback​

Steps:

  1. Navigate to Conversations

    • Click "💬 Conversations" in the sidebar

  2. Locate the Filter Dropdown

    • Look for "Filter by Feedback" or "Feedback Type" dropdown at the top
    • Default shows "All Feedback"

  3. Select "Negative Feedback Only"

    • Click the dropdown
    • Choose "👎 Negative Feedback"

  4. Click "Apply Filters" (if required)

    • Some interfaces auto-apply
    • Others require clicking "Apply" button

  5. Review the Filtered Results

    • Table now shows only conversations with 👎 ratings
    • Check the count (e.g., "Showing 8 negative feedback conversations")
Priority Metric

Target: Zero negative feedback conversations. If you consistently see 5+ negative feedback items weekly, investigate common themes and create cache entries to address them.

Reading Negative Feedback​

What to look for:

  1. Feedback Comment (if present)

    • Users often explain why they were dissatisfied
    • This is gold - tells you exactly what to fix

  2. Question Pattern

    • Is this question repeated by multiple users?
    • Does it need a cache entry?

  3. Response Quality

    • Click "View" to see the full response
    • Check if the answer was wrong, incomplete, or off-topic

  4. Sources Used

    • Check if outdated or irrelevant documents were used
    • Verify source accuracy

Example Negative Feedback:

Question: "What are the prerequisites for HFIM 3000?"
Rating: 👎 Negative
Comment: "This doesn't answer my question. I need to know what courses I need BEFORE taking 3000."
Response Time: 3,200ms

Issue: Response listed courses that come AFTER HFIM 3000, not prerequisites.
Action Needed: Create cache entry with correct prerequisite information.

Filtering for Positive Feedback​

Why Review Positive Feedback?​

Positive feedback shows:

  • ✅ High-quality responses worth preserving
  • ✅ Questions users find valuable
  • ✅ Effective phrasing and formatting
  • ✅ Successful cache entries

Use Cases:

  • Identify excellent responses to convert to cache
  • Learn what users appreciate
  • Validate recent changes or new cache entries

Step-by-Step: Find Positive Feedback​

Steps:

  1. Navigate to Conversations

  2. Select "Positive Feedback Only"

    • Open "Filter by Feedback" dropdown
    • Choose "👍 Positive Feedback"

  3. Click "Apply Filters"

  4. Review the Results

    • Table shows only conversations with 👍 ratings
    • Look for patterns in successful responses
Lower Priority

Positive feedback is important but not urgent. Spend 80% of your review time on negative feedback and 20% on positive feedback or patterns.

What to Do with Positive Feedback​

Best Practices:

  1. Convert to Cache (if not already cached)

    • Excellent responses should be preserved
    • Click "Convert to Cache" in the conversation detail modal
    • Add question variations

  2. Use as Examples

    • Copy successful response structures
    • Replicate tone and formatting in other cache entries

  3. Validate Recent Changes

    • If you recently updated a cache entry, check for positive feedback
    • Confirms your changes improved the chatbot

Filtering for No Feedback​

Understanding No Feedback​

What it means:

  • User didn't click 👍 or 👎
  • Could be satisfied (but not enthusiastic)
  • Could be neutral
  • May have left before rating

Why review:

  • Spot-check response quality
  • Identify "quiet" issues users didn't report
  • Analyze questions that may need caching

Step-by-Step: Find No Feedback Conversations​

Steps:

  1. Navigate to Conversations

  2. Select "No Feedback"

    • Open "Filter by Feedback" dropdown
    • Choose "— No Feedback"

  3. Click "Apply Filters"

  4. Review Sample Conversations

    • Don't review all (there will be many)
    • Spot-check 5-10 random conversations
Sampling Strategy

Review a random sample of "No Feedback" conversations rather than all of them. Focus on recent conversations (last 7 days) and high-volume question topics.

Combining Filters (If Available)​

Date Range + Feedback Type​

Some admin panels allow combining multiple filters:

Example Use Cases:

  1. Negative Feedback This Week

    • Feedback: Negative
    • Date Range: Last 7 days
    • Why: Focus on urgent recent issues

  2. Positive Feedback This Month

    • Feedback: Positive
    • Date Range: Last 30 days
    • Why: Identify recent successful patterns

  3. No Feedback Today

    • Feedback: None
    • Date Range: Today
    • Why: Quick quality check on today's responses

Applying Multiple Filters​

Steps:

  1. Set Feedback Filter

    • Choose feedback type (Positive, Negative, or None)

  2. Set Date Range (if available)

    • Click date range picker
    • Select start and end dates
    • Or choose preset (Today, Last 7 Days, Last 30 Days)

  3. Click "Apply Filters"

    • Both filters apply simultaneously

  4. Review Filtered Results

    • Check the result count
    • Verify the filter worked correctly

Clearing Filters​

Returning to Full View​

When to clear filters:

  • You've finished reviewing filtered conversations
  • You want to browse all conversations again
  • You want to apply different filters

Steps:

  1. Locate "Clear Filters" or "Reset" Button

    • Usually near the filter controls

  2. Click "Clear Filters"

    • All filter selections reset
    • Table shows all conversations again

  3. Or Manually Reset

    • Change feedback dropdown to "All Feedback"
    • Clear date range selections
    • Click "Apply"

Common Filtering Scenarios​

Scenario 1: Weekly Negative Feedback Review​

Goal: Address all negative feedback from the past week

Steps:

  1. Filter by Negative Feedback Only
  2. (Optional) Set date range to Last 7 Days
  3. Apply filters
  4. Review each conversation
  5. Note issues in a spreadsheet or document
  6. Create action plan (cache entries, prompt updates)

Time: 10-20 minutes

Scenario 2: Monthly Quality Audit​

Goal: Spot-check chatbot quality across all feedback types

Steps:

  1. Filter by Negative Feedback → Review all
  2. Filter by Positive Feedback → Review top 10
  3. Filter by No Feedback → Spot-check 10 random
  4. Note patterns and trends
  5. Update cache or prompts as needed

Time: 45-60 minutes

Scenario 3: Validating a New Cache Entry​

Goal: Check if your new cache entry is working well

Steps:

  1. Note the date you created the entry
  2. Filter by date range (from creation date to today)
  3. Search conversations for the topic or keywords
  4. Check feedback on matching conversations
  5. If positive → Success!
  6. If negative → Review and improve the entry

Time: 5-10 minutes

Scenario 4: Finding Caching Opportunities​

Goal: Identify frequently asked questions to cache

Steps:

  1. Filter by No Feedback or All Feedback
  2. Scan the Question column for repeated patterns
  3. Note questions asked 5+ times
  4. Check if these questions already have cache entries
  5. Create cache entries for uncached common questions

Time: 20-30 minutes

Best Practices​

Daily Routine (5 Minutes)​

Quick Check:

  1. Filter by Negative Feedback
  2. Review any new negative feedback
  3. Note issues for weekly action

Goal: Catch urgent problems immediately

Weekly Routine (30 Minutes)​

Thorough Review:

  1. Filter by Negative Feedback (15 min)
    • Review all negative feedback
    • Create action items
  2. Filter by Positive Feedback (10 min)
    • Identify conversion candidates
  3. Filter by No Feedback (5 min)
    • Spot-check 10 conversations

Goal: Address issues and capture good patterns

Monthly Routine (60 Minutes)​

Deep Analysis:

  1. Review all feedback types
  2. Identify trends and patterns
  3. Update documentation
  4. Plan strategic improvements

Goal: Data-driven chatbot optimization

Troubleshooting Filters​

Problem: Filter Doesn't Show Results​

Possible Causes:

  • No conversations match the filter criteria
  • Date range is too narrow
  • Filter didn't apply correctly

Solutions:

  1. Clear all filters and try again
  2. Verify there are conversations in the system
  3. Try a broader date range
  4. Check if "Apply" button was clicked

Problem: Too Many Results​

Possible Causes:

  • Filter is too broad
  • High volume of conversations

Solutions:

  1. Add date range filter to narrow results
  2. Use pagination to browse results
  3. Export data for analysis (if available)
  4. Focus on recent conversations first

Problem: Filter Counts Don't Match​

Example: "Showing 15 results" but table only shows 10

Cause: Pagination - only 10 per page, more on other pages

Solution: Use pagination controls to see all results

Tips for Efficient Filtering​

Priority Order​

1. Negative Feedback First (Daily)

  • Most urgent
  • Direct action required
  • Prevents recurring issues

2. Common Questions (Weekly)

  • Identify caching opportunities
  • Reduce future workload

3. Positive Feedback (Monthly)

  • Learn from success
  • Convert to cache

4. No Feedback (Spot-check)

  • Quality assurance
  • Pattern identification

Keyboard Shortcuts (If Available)​

Some interfaces support keyboard shortcuts:

  • F - Focus filter dropdown
  • Esc - Clear filters
  • Enter - Apply filters

Check your admin panel documentation for available shortcuts.

Next Steps​

Now that you can filter conversations effectively:

  1. Edit incorrect feedback - Fix user rating mistakes
  2. Convert good answers to cache - Preserve excellent responses
  3. Analyze interaction patterns - Use data strategically
  4. Troubleshoot common issues - Solve problems efficiently

Remember: Filtering saves you hours of manual scrolling. Make it a habit to filter by negative feedback every day to catch issues early!

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