How do I provide general feedback for a colleague?
Navigation prompt
Go to FEEDBACK > click Send general feedback
Note: Feedback is not available for the Starter Plan. By following the navigation prompt, you'll be directed to the send feedback screen.
Here, you can:
Select the feedback topic from the list of general feedback topics configured in Feedback settings. If only one topic exists, it may be pre-selected. If no topics are configured, this step is skipped.
Select the recipient or recipients you wish to receive the feedback. You can send feedback to one person or as many people as you wish. The recipients can be anyone in any role — you can choose from:
Agents - Select individual agents by name
Non-agents - Select managers, supervisors, administrators, or other non-agent users
Groups - Select a group to send feedback to everyone in that group
Roles - Select a role to send feedback to everyone with that role
Add feedback with sentiment labels. You'll see options for "positive", "neutral", and/or "negative" sentiment feedback. These three sentiment options help you classify feedback to focus and prioritise coaching interventions. In feedback settings, you can configure the words and phrases used to elicit general feedback.
Select other people to notify about the feedback. Add as many people as you like by clicking their names in the dropdown.
Click Save to submit your feedback. If sending to multiple recipients, a progress bar shows the status. Click Reset to clear the form and start over.
Subject to the notification settings you have configured, the recipient (and any additional people you have copied in) will be notified automatically via a system notification and/or an email.
Calling out "Positive" feedback for wider recognition
If you have integrated evaluagent with Slack or MS Teams, you will also be prompted to share any positive feedback in a channel of your choice. As soon as you enter positive feedback, the option to share to a channel appears at the bottom of the feedback modal.
Tips:
Be specific in your feedback — explain what the person did well or what could be improved
Feedback is sent immediately and cannot be unsent, so review before clicking Save
When selecting groups, remember that all agents in that group will receive the feedback