​Navigation prompt

Go to FEEDBACK > click Review quality feedback

By following the navigation prompt, you'll be directed to the quality feedback report. Note: Feedback is not available for the Starter Plan.

This report is controlled by the reporting-level access assigned to your profile. So for example, if you have been granted full access to all reporting levels, in the Hierarchical view mode you'll enter the report at the top level and be able to click down all the way to individual agents.

In Agent view mode you'll see all agents on the account.

In Team view mode, you'll see all teams on the account.

In Custom reporting view mode, you'll have access to all of your assigned custom reporting groups.

In My feedback mode, you'll see only feedback you have received.

If you're an agent, you'll only see a detailed analysis and list of your own feedback.

Use the filter panel to narrow down the feedback shown:

Use the Show/Hide empty rows toggle to focus on groups or agents that have feedback.

From any level in the report, you can access the detailed analysis screen by clicking the magnifying glass at the end of the row you wish to explore further. As an agent you'll be taken to this screen filtered solely on your own feedback.

Here you can view and analyse all elements of the filtered feedback. The table shows:

Click on a sentiment, acknowledged status, or word in the chart to filter your results in the table. Click again to un-filter.

You can also click through to view the original evaluation where the feedback was given. This provides context for the feedback.

To export feedback data:

Users assigned the permission to delete feedback will see the trash icon, enabling them to delete feedback generated in error.