Only recipients can acknowledge feedback and, in order to do this, they need access to the platform.

Depending on the notification settings you have configured for feedback, a recipient may be notified about feedback via an in-app message, an email, and/or via a Slack or MS Teams message.

As part of the evaluation process, evaluators may add quality feedback during an evaluation. As soon as the evaluation is published (and never before), the agent will typically receive a notification that they have received quality feedback.

The agent can then access that feedback by either clicking on the View feedback button/link in the notification.

Alternatively, they can click the Please acknowledge link against any feedback in their full list of feedback.

Via either route, the recipient is directed to the acknowledgement screen where they can respond to the feedback.

Once acknowledged, the feedback originator is notified and the feedback is updated with a relevant icon (head and shoulders icon to denote the feedback was discussed face to face, or a screen icon to denote the feedback was not discussed directly). This helps keep the process transparent.

Note: Some feedback labels may have an SLA (Service Level Agreement) deadline for acknowledgement. Check with your administrator if you're unsure about acknowledgement requirements.

The process for acknowledging general feedback works exactly the same way.