How feedback data is used in Agent insights
When users provide feedback on agent responses, Glean surfaces these insights to help admins and builders refine agent performance and improve the overall user experience.
Data utilized for insights
Depending on your workspace configuration, Glean analyzes the following data points to provide quality metrics:
- Sentiment signals: Upvotes and downvotes.
- Written feedback: Optional comments submitted by the user.
- Interaction context: Relevant chat history and technical traces from the specific session.
- Diagnostic data: Metadata required to troubleshoot technical performance during the interaction.
Authorized users can drill into individual feedback entries to inspect the full context of an interaction, allowing for precise troubleshooting.
Strategic value
Reviewing feedback related insights allows your organization to:
- Target improvements: Identify specific agents that require prompt technical or prompt-engineering adjustments.
- Detect patterns: Spot recurring quality issues across different departments or use cases.
- Measure progress: Validate that updates and optimizations are successfully improving the user experience over time.
Access and permissions
Access to feedback-related data is strictly governed by role-based permissions. This information is typically visible to:
- Admins: For organization-wide quality oversight.
- Insights moderators: For performance monitoring and reporting.
- Agent builders: For specific agents they have created or manage.
Privacy and data protection
Glean is designed with privacy-first principles to ensure feedback is used responsibly:
- Anonymization: Depending on settings, Glean can anonymize user-identifiable information within the insights views.
- Access control: Organization admins manage who can view Agent Insights, ensuring only necessary personnel have access to interaction data.
- Transparency: In-product notices inform users how their feedback contributes to agent improvements.