Listen Explore is a set of AI-powered features designed to help you analyze feedback at scale. It allows you to quickly uncover insights, trends, and user sentiments using natural language queries. For steps to set up Listen Explore, see Enable Listen Explore.
Run reports using prompts
You can use the prompt interface, which includes prompt templates, to ask questions in natural language.
For more accurate and focused results, try applying filters before asking questions. For example, if you want to find the top feature requests that customers have discussed in the last 90 days, you can narrow down your results as follows:
- Apply a time filter of last 90 days.
- Select the Top feature requests template from the list of quick start templates.
- Adjust the template as needed, then select Generate.
Note: Each prompt is treated independently. When editing the prompt, make sure to ask fully-formed, standalone questions instead of follow-up phrases.
Interpret the results
The results page includes the following information, organized into sections at the top. Select a section to view the details listed below.
Feedback items
The Feedback items page contains a list of all of the feedback items returned by this prompt. This page displays all your feedback items in a table view, which shows 50 items at a time by default. Use the dropdown menu at the bottom of the table to change the number of items displayed at a time, and use the arrows at the bottom of the table to scroll through more items.
This table consists of the following columns. You can add, move, and remove all table columns except the Title column.
- Title. The descriptive name given to the feedback item.
- Status. Where the feedback item is in your feedback process. You can update this from the table.
- Labels. The labels attached to the feedback item. You can edit these from the table. For more information about labels and how to use them, see Grouping with Product Areas and labels in Listen.
- Apps. The applications that the feedback relates to.
- Product areas. The Product Areas that the feedback relates to. You can edit this from the table. For more information about Product Areas and how to use them, see Grouping with Product Areas and labels in Listen.
- Created by. Who submitted the feedback form.
- Assignee. The team member currently assigned to the idea.
- Last updated time. When the feedback item was last edited.
Checkboxes on the left of each row allow you to select multiple feedback items, which you can then link to an idea in bulk. For more information, see Link feedback items to ideas.
You can edit all columns except the Title column and the checkboxes to the left of it. To edit table columns, select the Manage Columns icon in the top-right of the Feedback table.
- To reorder columns, select the three vertical dots next to the column you want to move, and then drag and drop it further up or down the list of columns.
- To add a column, select the Manage Columns icon in the top-right of the Feedback table and then select + Add Column in the bottom of the window. Select a column from the dropdown menu.
- To remove a column, select the cross (X) next to the column you want to remove from the table. You can add this column back at any time.
After making your changes, select Save. This only saves your column changes. For instructions on saving your custom feedback table view, see Save custom views of feedback.
Topics
The Topics page contains clustered groups of frequently repeated highlights for this prompt. These are snippets extracted from feedback items for this prompt.
Note: Topics aren't permanent. They're the results of a prompt run on a particular dataset, and can change or dissappear as the dataset changes. To track data or take action on a topic, we recommend creating an idea from it.
This page includes the following types of information.
Highlights. An AI-generated list of snippets extracted from feedback items for this prompt. Select a highlight to view the title, description, account, feedback quote, and options to create/link an idea or open feedback.
Top 5 topics. An AI-generated list of five topics most relevant to this prompt. Hover over a topic to see a count of highlights for that topic. Select a topic to open up a panel on the right side of the page that contains details about the topic, including the title, description, metrics, highlights, and an option to create a new idea or link an existing idea for this topic.
Top 5 topic trends. An AI-generated line chart showing the count of highlights for each topic in relation to the time frame set for this prompt. This chart is cumulative; it trends up every time a topic is mentioned. Select the copy icon to copy an image of this chart to your clipboard, or the download icon to download an image of this chart as a png file.
Topics ordered by. Select the dropdown in the title of this list to reorder the full list of topics by highlights, accounts, or account revenue.
Ordering by highlights lists the topics in order of the number of highlights identified for each topic.
Ordering by accounts lists the topics in order of the number of customer accounts that have mentioned the topic.
Ordering by revenue metadata, typically a numeric value like ARR, lists the topics in order of the revenue associated to the accounts mentioning the topic. For steps to set this up, see Configure account revenue.
Each topic includes the following pieces of details and options.
- Title. An AI-generated descriptive name of the topic.
- Summary. An AI-generated summary based on highlights in this topic.
- Count of highlights included in this topic, and their percentage in relation to the total count of highlights associated with this prompt.
- Value. The ARR, or other account revenue, brought in by accounts associated with highlights in this topic.
- Sources. The sources for the highlights included in this topic.
Select the Create/link idea button to create a new idea linked to this topic or link this topic to an existing idea.
Select a topic to see all of this information along with the following additional details and options.
- Trend graph. An line chart showing the count of highlights for this topic in relation to the time frame set for this prompt.
- Highlights. An AI-generated list of snippets extracted from feedback items for this topic. Each highlight includes a title, description, account, feedback quote, and options to create/link an idea or open feedback to view which feedback item the highlight was extracted from.
Take action and save results
We offer several options for you to create a new idea or link an existing idea to a topic. Linking an idea links all associated feedback and users to it. This allows you gather evidence for ideas over time and take action on ideas, for example by creating a segment to send updates to customers.
To save this prompt as a view, select Save in the top right corner to save this as a view you can come back to. Views populated by prompts will automatically refresh once a week.
After a view is saved, you can add the widgets from your saved view to a dashboard, which allows you to easily analyze feedback reports alongside analytics and other data.