When building a scorecard, you can choose whether to prompt evaluators to add feedback on specific line items, sections, or at the end of the evaluation. This page explains how to configure the phrases and settings used for quality feedback prompts.

Note: If you do not prompt feedback at all during the evaluation process (by unchecking the relevant boxes on your scorecards), there is no need to configure these settings.

Go to Settings > Feedback Settings > click the Quality Feedback tab

Scorecards can prompt evaluators to add feedback on:

You can configure four parameters for quality feedback:

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.

The phrases used to prompt each type of feedback on line items, sections, and overall evaluation can be edited and saved.

Set the time period before the associated notification turns red, prompting the agent to review their feedback.

The system supports up to three different types of feedback during the evaluation process. If you only want to prompt one or two types of feedback, untick the relevant Active status. Feedback options that are unticked will not be presented to evaluators.

Note: When you make a feedback option inactive, any feedback previously entered under that option will still be visible in reports.

If all three feedback types remain active (and the default options have not been changed), the feedback pop-up (accessed by clicking the pencil icon or the "add feedback" link on the evaluation screen) looks like this: