Agents
Agents shows feedback responses by Jira assignee for the selected JSM project and date range.
Open Agents
Section titled “Open Agents”- Open AdaptiveSurvey.
- Select the JSM project.
- Select Agents.
- Choose the date range you want to review.
What Agents shows
Section titled “What Agents shows”| Area | What it tells you | What affects it |
|---|---|---|
| Agent list | Agents found from assignable users, open work, or feedback responses. | Jira assignees and project access. |
| Responses | Feedback responses linked to each assignee in the selected period. | Submitted feedback and date range. |
| Satisfaction | Average score from feedback linked to that assignee. | Submitted feedback and score bands. |
| Feedback mix | Positive, neutral, and negative feedback split for one agent. | Submitted scores and configured score ranges. |
| Agent detail | Feedback responses, Lost Time, and indicators for one selected agent. | Feedback rows linked to the assignee. |
Review the agent list
Section titled “Review the agent list”Start with the agent list to compare response volume and satisfaction. Use Search agents to find a specific person.
Select Name, Responses, or Satisfaction to sort the list.
Open an agent
Section titled “Open an agent”Select an agent row to open the agent detail view.
The detail view shows the agent’s response count, satisfaction score, feedback mix, top indicators, and feedback responses.
Use All, Positive, Neutral, and Negative to filter top indicators or feedback responses. In the feedback responses table, select Score, Ticket, Lost Time, Lost Time Cost, or Date to sort the table.
Ticket keys link to the Jira work item/issue.
What affects the numbers
Section titled “What affects the numbers”- The selected JSM project.
- The selected date range.
- Jira assignee values on work items/issues.
- Submitted feedback linked to those work items/issues.
- Score bands configured in Configure -> Analytics.