Agents
Agents shows feedback by Jira assignee for the selected JSM project, form, date range, and filters.
Agent list
Section titled “Agent list”The list shows Name, Responses, and Satisfaction for each agent. Responses counts feedback linked to that assignee. Satisfaction is the average score for that agent in the selected period.
Use Search agents to find a specific person. Select Name, Responses, or Satisfaction to sort the list.
Agent detail
Section titled “Agent detail”Select an agent row to open the agent detail view. The detail view shows the agent’s response count, satisfaction score, form-specific feedback, and Feedback mix.
When Experience indicators is selected, the detail view shows Top Indicators. When Question ratings is selected, it shows Question Scores.
Feedback mix shows the Positive, Neutral, and Negative split for the agent.
Feedback responses
Section titled “Feedback responses”Feedback responses shows the individual tickets and comments behind the agent metrics.
Use All, Positive, Neutral, and Negative to filter feedback responses. Select Score, Lost Time, Lost Time Cost, or Date to sort the list.
Ticket keys link to the Jira work item/issue.
What affects the numbers
Section titled “What affects the numbers”Agents uses the selected JSM project, form, date range, Jira assignee values, submitted feedback linked to those work items, and the score bands configured for the selected form.