Feedback helps improve Joy’s call handling experience by allowing administrators to share observations, report issues, and request additional review from the ONSCREEN team.
Administrators can:
Submit feedback about Joy’s call handling behavior.
Provide details about what Joy did well or where improvements are needed.
Review submitted feedback and track its progress.
Send feedback to ONSCREEN for additional investigation and assistance.
Submitting Feedback
Administrators can submit feedback after reviewing an AI Receptionist call details page. Feedback can be submitted for both:
Positive interactions — when Joy handled the conversation successfully.
Negative interactions — when Joy’s response, behavior, or call handling requires improvement.
Feedback may include:
Call summaries.
Specific comments about Joy’s behavior.
Categories describing the type of feedback.
Additional details to help ONSCREEN understand the issue.
Examples of feedback categories include:
Technical issues
Safety or legal concerns
Style or tone improvements
Other feedback
Feedback Manager Dashboard
The Feedback Manager provides a centralized location where administrators can view and manage submitted feedback.
Filter feedbacks based on the feedback rating:
Positive feedback
Negative feedback
All feedback types
Status
Tracks the current progress of feedback:
New — Feedback has been submitted and has not yet been reviewed.
Reviewing — Feedback is being evaluated.
Working on solution — The issue has been identified and a resolution or improvement is being worked on.
Waiting on Customer — Additional information is needed from the administrator or customer.
Other available statuses as updates are provided.
Organization
Filters feedback by the associated organization (Organization Administrators Only):
Viewing Feedback Details
When an administrator selects a feedback entry, they are taken to the Call Details page. This page provides tools to review the AI Receptionist interaction and manage feedback.
The Call Details page includes:
Edit Call Details
Review and update available call information to ensure the feedback is linked to the correct call details.
Transcript
View the full conversation between Joy and the caller to:
Review the conversation flow.
Understand Joy’s responses.
Identify areas related to the submitted feedback.
Feedback Tab
View feedback information, including:
Feedback type (positive or negative).
Feedback category.
Submitted comments.
Feedback status.
Reviewer Notes
Reviewers can add notes to document findings, provide additional context, track follow-up, and share details with ONSCREEN during review.
Reviewing Feedback
Open a feedback entry from Feedback Manager.
Review the call details and transcript.
Confirm the feedback information.
Add reviewer notes as needed.
Track the feedback status.
This process helps ensure feedback is documented and provides ONSCREEN with insights to improve Joy’s call handling.
Sending Feedback to ONSCREEN
Administrators can submit feedback to ONSCREEN for review when additional assistance is needed.
When reviewing feedback, ONSCREEN may:
Analyze the call transcript and AI behavior.
Review Joy’s responses and decision-making.
Investigate potential improvements.
Provide guidance or updates regarding the feedback.
Providing detailed comments helps the ONSCREEN team better understand the situation and determine the appropriate next steps.
Best Practices for Submitting Feedback
To help ensure feedback can be reviewed effectively:
✅ Include specific examples of what happened during the call.
✅ Describe what Joy did and what you expected Joy to do instead.
✅ Include relevant context about the caller’s request or situation.
✅ Provide additional details when reporting technical or safety concerns.
Example:
Less helpful:
Joy did not handle this correctly.
More helpful:
The caller asked to speak with a specific staff member. Joy was unable to locate the contact initially but successfully transferred after the caller repeated the name. The transfer occurred, but the action was not recorded correctly in the call analysis.