> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zynfo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Ratings, satisfaction and dashboard analytics

> How customers rate chats and answers, how ZynfoAI calculates Satisfaction, and where to find unanswered questions so you can fill gaps in your knowledge.

# Ratings and satisfaction

## How customers rate

* **Each answer:** a thumbs up or down under the AI's reply.
* **The whole chat:** a 1–5 star rating ("How would you rate our chat today?"), with an optional
  comment. The widget asks after the chat has been quiet for 2 minutes, or when a teammate closes it.

<Frame caption="Illustration of the buttons under an AI answer that customers use to rate it.">
  <img src="https://mintcdn.com/zynfoai/TpFuLv_P_rJXw8fL/images/ui/faq-automation-1.png?fit=max&auto=format&n=TpFuLv_P_rJXw8fL&q=85&s=1e773da0bbcba8357be3bb676b1384b0" alt="Chat widget answer with Sources and Helpful and Not helpful buttons" width="1008" height="662" data-path="images/ui/faq-automation-1.png" />
</Frame>

## Where you see ratings

* **Dashboard → Satisfaction:** the share of chat ratings that are 4 or 5 stars. If there are no star
  ratings in the period, it uses thumbs up as a share of all thumbs instead.
* **Dashboard → Sentiment Analysis:** star ratings split into Positive (4–5), Neutral (3) and
  Negative (1–2).
* **Inbox → Customer 360 → Feedback & Ratings:** one conversation's thumbs, its **Satisfaction**
  (thumbs up as a share of all thumbs) and the customer's star rating and comment.

<Frame caption="Illustration of Sentiment Analysis on the Dashboard: star ratings split into positive, neutral and negative.">
  <img src="https://mintcdn.com/zynfoai/TpFuLv_P_rJXw8fL/images/ui/analytics-2.png?fit=max&auto=format&n=TpFuLv_P_rJXw8fL&q=85&s=e6156f4928f9daffb9972d1db017c20e" alt="Sentiment Analysis card with Positive, Neutral and Negative bars" width="1008" height="580" data-path="images/ui/analytics-2.png" />
</Frame>

## Find gaps in your knowledge

* **Unanswered Questions** on the Dashboard lists questions where the AI couldn't find an answer.
* Read low-rated conversations in the Inbox to see where the answer went wrong.

<Frame caption="Illustration of Unanswered Questions: the questions the agent couldn't answer, and how often they were asked.">
  <img src="https://mintcdn.com/zynfoai/TpFuLv_P_rJXw8fL/images/ui/faq-automation-3.png?fit=max&auto=format&n=TpFuLv_P_rJXw8fL&q=85&s=59b9f0e6c862d6cc7863ed12df2f216b" alt="Unanswered Questions list with questions and the number of times each was asked" width="1008" height="522" data-path="images/ui/faq-automation-3.png" />
</Frame>

Add or update a page or file that answers the question, then retrain it. See
[Chunks](/knowledge/chunking).

## Related topics

* [Dashboard](/dashboard/overview)
* [The Inbox](/inbox/session-management)


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