Agents
Agents shows feedback by Jira assignee for the selected JSM project and date range. It includes responses from both survey forms.
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. It shows the agent’s response count, satisfaction score, question scores or indicators, and Feedback mix.
The feedback card initially matches the form selected in Configure. Use its three-dot menu to switch between Top Indicators and 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, ratings, and comments behind the selected agent’s metrics. Select Score or Date to sort the list. Ticket keys open the linked Jira work item.
Reporter and selected Jira fields follow the project’s display settings. Reported Lost time above zero appears below the feedback details, with Cost when cost tracking is enabled.
See Feedback responses for the shared table options.
What affects the numbers
Section titled “What affects the numbers”Agent metrics use the selected project and date range, Jira assignees, submitted feedback, and the project’s configured rating scale and score bands.