How do I edit the phrases used on general feedback?
Overview
General feedback allows managers and team leaders to send informal feedback to agents outside of the formal evaluation process. This page explains how to configure the phrases and settings for general feedback sentiments.
Getting there
Go to Settings > Feedback Settings > click the General Feedback tab
Configurable settings
You can configure four parameters for general feedback:
Part 1: Feedback titles
The three default feedback tab titles are Positive, Negative, and Neutral, with associated colours (Green, Red, Amber). You can edit both the titles and colours to match your organisation's language.
Common alternatives:
Default | Alternatives |
Positive | Kudos, Well Done, Shout Out, Keep It Up |
Neutral | Coaching Note, Observations, Development |
Negative | Needs Work, Action Required, Needs Support |
Part 2: Prompts
The phrases used to prompt each type of general feedback can be edited and saved. Good prompts guide users to provide specific, actionable feedback.
Part 3: Time to acknowledge
Set the time period before the associated notification turns red.
Part 4: Active status
The system supports up to three different types of general feedback. If you only want one or two types, untick the relevant Active status. Feedback options that are unticked will not be presented to managers.
Note: When you make a feedback option inactive, any feedback previously entered under that option will still be visible in reports.
What users see
If all three feedback types remain active (and the default options have not been changed), the general feedback form looks like this:
Best practices
Match your culture -- Use titles that resonate with your organisation
Write specific prompts -- Ask for concrete examples rather than vague comments
Encourage positive feedback -- Make it easy for managers to recognise good work
Review usage -- Check which feedback types are used most and adjust accordingly