‎Feedback on Contact Drivers | Sprinklr Help Center

Feedback on Contact Drivers

Updated

8 days ago

The Feedback on Contact Drivers feature gives the ability to the user to provide feedback on the Contact Drivers detected by AI. It helps in validating if the detected Contact Drivers are correct or not. It also enables effective reporting and tracking of the Contact Drivers feedback. This feedback can be compiled into reporting dashboards using the Reporting Glossary mentioned in this article. You can refer to this collected feedback and accordingly update Contact Driver Models to improve them.

There are three types of feedbacks for Contact Drivers:

Positive Feedback
Negative Feedback
Missing Contact Drivers

Providing Positive Feedback

Perform the following steps to provide a positive feedback on the contact drivers:

On the Contact Drivers screen, click on the Thumbs up icon.
Feedback successfully submitted message is displayed on the screen.

Providing Negative Feedback

Perform the following steps to provide a negative feedback on the Contact Drivers:

On the Contact Drivers screen, click on the Thumbs down icon.
A Feedback screen pops up. On this screen, Under the Reason section, click on either of the two options as per your desired reasons:
“Incorrectly Detected” or “Correctly Detected but incorrect or missing evidences”.
1. If Incorrectly Detected is selected:
  1. Select the Expected Contact Driver from the dropdown menu.
  2. Click on the Select Evidences option after you have selected the Expected Contact Driver. This is an optional field for the user.
  3. Select the required checkbox to select evidences from the entire conversation.
  4. Click Done.
2. If Correctly Detected but incorrect or missing evidences is selected:
  1. Click on either of the radio buttons to select between Incorrect Evidences or Missing Evidences or click both the radio buttons.
  2. Select the required checkbox to select evidences from the entire conversation.
    1. Click Edit in-case you want to edit the evidences.
  3. Click Done.
Enter a comment in the Help us improve comment box. This is an optional field for the user.
Click on Send Feedback to share the Feedback or click Cancel.

Report Missing Contact Drivers

Perform the following steps to report missing Contact Drivers:

On the Contact Drivers screen, click on the Missing Contact Drivers icon on the top right corner.
Click on +Report Missing Contact Driver.
The Report Missing screen is displayed. Select the Contact Driver Model from the drop down menu.
Select the Contact Driver from the drop down menu.
Click on the Select Evidences option after you have selected the Contact Driver. This is an optional field for the user.
Select the required checkbox to select evidences from the entire conversation.
Click Done.
Click Submit to send the feedback.

Reporting Glossary

The following table describes the Reporting Glossary for the Contact Drivers:

Name	Description	Values
Feedback Type	Feedback Provided is Positive or Negative.	Positive. Negative.
Feedback Reason	Feedback reason selected by the user providing the negative feedback or reporting missing Contact Drivers.	Missing Contact Drivers. Incorrect Contact Drivers. Incorrect Evidences. Missing Evidences.
Feedback Provided by	The user name who provided the feedback.	-
Feedback Provided at	The date and time on which the user provided the feedback.	-
Incorrect Evidences	Messages selected in the feedback where Contact Drivers should not have been detected.	As provided by user.
Missing Evidences	Messages selected in the feedback where Contact Drivers should have been detected.	As provided by user.
Expected Evidences	Messages selected as evidences for the expected Contact Drivers.	As provided by user.
Feedback Comment	Comment entered by the user in the feedback’s Help us improve section.	As provided by user.
Accuracy	Percentage of cases with positive feedback with respect to total cases on which feedback was provided.	-
Case Number	The number of the case selected for sharing the feedback.	-
Feedback Interaction Id	The interaction Id of the case interaction on which the feedback is provided.	As provided by user.
Detected Contact Driver	Contact Drivers detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver Group L1	Contact Drivers Group L1 detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver Group L2	Contact Drivers Group L2 detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver Group L3	Contact Drivers Group L3 detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver Group L4	Contact Drivers Group L4 detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver Group L5	Contact Drivers Group L5 detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver Group L6	Contact Drivers Group L6 detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver Group L7	Contact Drivers Group L7 detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver Group L8	Contact Drivers Group L8 detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver Group L9	Contact Drivers Group L9 detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver Group L10	Contact Drivers Group L10 detected on the interaction, for which feedback was provided.	As provided by user.
Detected Contact Driver’s Model	Name of the Contact Drivers model from which the Contact Drivers are detected, for which feedback was provided.	As provided by user.
Expected Contact Driver	Contact Drivers selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver Group L1	Contact Drivers Group L1 selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver Group L2	Contact Drivers Group L2 selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver Group L3	Contact Drivers Group L3 selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver Group L4	Contact Drivers Group L4 selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver Group L5	Contact Drivers Group L5 selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver Group L6	Contact Drivers Group L6 selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver Group L7	Contact Drivers Group L7 selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver Group L8	Contact Drivers Group L8 selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver Group L9	Contact Drivers Group L9 selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver Group L10	Contact Drivers Group L10 selected in the feedback which should have been detected instead of the correctly detected one.	As provided by user.
Expected Contact Driver’s Model	Name of the Contact Drivers model from which the selected Contact Drivers are expected instead of the correctly detected one.	As provided by user.