> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/reports-and-dashboard/evaluation-results.md).

# Evaluation Results

This page explains how customer evaluation results appear inside the Evaluating Conversations table in the Dashboard and in exported evaluation results.

Evaluation results help supervisors and authorized users review customer satisfaction, service quality, chatbot performance, and agent performance.

### What are Evaluation Results?

Evaluation results are the customer responses collected after an evaluation message is sent.

The evaluation message is available for **chatbot users only** and can be configured based on the chatbot setup and selected closing scenarios.

When the customer submits a rating or feedback, the result appears in the **Evaluating Conversations** table inside the Dashboard.

### Where to View Evaluation Results

Evaluation results can be viewed from the **Dashboard** under the **Evaluating Conversations** section.

The Dashboard view is controlled by the admin from the Portal.

The admin can decide whether supervisors or specific users are allowed to view the Dashboard and access evaluation results.

If a user cannot see the Dashboard or the evaluation table, the admin should review the user’s permissions from the Portal.

### Evaluating Conversations Table

The **Evaluating Conversations** table shows customer ratings and feedback submitted after the evaluation message.

The table may include details such as:

| Column         | Description                                                                              |
| -------------- | ---------------------------------------------------------------------------------------- |
| Service Name   | The service selected by the customer from the chatbot option menu.                       |
| Name           | The customer’s name, if available.                                                       |
| Number         | The customer’s phone number.                                                             |
| Rank           | The rating submitted by the customer.                                                    |
| Assigned Agent | The agent who handled the conversation, if the chat was transferred to an agent.         |
| Feedback       | The customer’s written feedback, if feedback collection is enabled.                      |
| Closure Status | The status used when the chat was closed, such as Solved, Lost Connection, or Timed Out. |
| Date           | The date of the conversation or evaluation result.                                       |

In some cases, the table may also include the customer’s IP address if this is part of the account setup, but it is not usually the main field used for evaluation review.

### Service Name

The **Service Name** usually reflects the service or option selected by the customer from the chatbot menu.

This helps the team understand which service the customer was evaluating.

For example, if the chatbot asks the customer to choose a service, the selected service can appear in the evaluation result.

This allows supervisors to compare satisfaction across different services or request types.

### Rank

The **Rank** column shows the rating submitted by the customer.

The rating message can be customized based on the account setup.

A common setup is to ask the customer to rate the service from **1 to 5**, where **5** is the highest rating.

The rating helps teams quickly identify positive and negative customer experiences.

### Feedback

The **Feedback** column shows the customer’s written comment, if feedback collection is enabled.

Written feedback helps explain the reason behind the rating.

This can be useful when reviewing:

* Low ratings
* Complaints
* Suggestions
* Positive comments
* Service improvement opportunities

### Assigned Agent

The **Assigned Agent** column shows who handled the conversation or which service was responsible for the interaction.

If the conversation was transferred to an agent, this column shows the agent who handled the chat.

If the evaluation was related to a chatbot conversation, the assigned agent may show the chatbot source instead, such as:

* AI Bot, if AI services are activated
* Rule-based chatbot, if the conversation was handled through a predefined chatbot flow
* Any custom chatbot name configured for the account

This helps supervisors understand whether the evaluation result is related to an agent-handled conversation, an AI chatbot experience, or a rule-based chatbot experience.

### Closure Status

The **Closure Status** column shows how the conversation was closed.

Common closure statuses include:

* **Solved**: the customer’s request was handled successfully.
* **Lost Connection**: the conversation ended because the customer stopped responding or the connection was lost.
* **Timed Out**: the chat was closed automatically after the configured inactivity period.

The evaluation message can be configured to be sent based on selected closing statuses.

This helps the team decide whether they want to evaluate agent-handled conversations, chatbot-only conversations, timeout cases, or specific closure scenarios.

### Export Evaluation Results

Authorized users can export evaluation results from the Dashboard.

The exported file can be used for further analysis, reporting, or sharing with internal teams.

The exported evaluation results may include columns such as:

* Service Name
* Name
* Number
* Assigned Agent
* Feedback
* Rank
* Closure Status
* IP Address
* Date

The available columns may differ depending on the account setup and collected data.

### How to Use Evaluation Results

Evaluation results can help teams:

* Measure customer satisfaction
* Review chatbot performance
* Review agent performance
* Identify services with repeated complaints
* Follow up on negative feedback
* Track customer experience by service type
* Understand how closure status affects customer satisfaction
* Improve support quality over time

### If Evaluation Results are Missing

Evaluation results may be missing or empty if:

* The evaluation service is not activated.
* The evaluation message was not sent.
* The customer did not submit a rating.
* Feedback collection is not enabled.
* The evaluation message is not enabled for the selected closing status.
* The Dashboard permission is not granted to the user.
* The selected date range does not include evaluation responses.

If evaluation results are not appearing, review the date range and configuration first. If the issue continues, contact the support team to review the evaluation setup.

### Best Practices

When reviewing evaluation results:

* Review low ratings regularly.
* Read written feedback to understand the reason behind the rating.
* Compare ratings by service type.
* Review results by assigned agent when agent handling is involved.
* Check closure status to understand when the evaluation was triggered.
* Use the exported file for deeper analysis when needed.
* Follow up with customers when feedback requires action.

### Next step

After learning how to review evaluation results, continue to the **Archives Export** page to understand how archived conversations can be searched and exported.