How do I edit the phrases used to encourage agent-feedback during evaluation?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Feedback |
| Enables feedback functionality |
Required Permissions:
Configure feedback settings (
feedback.settings.configure) — to edit quality feedback titles, prompts, and active statuses
Overview
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.
Getting there
Go to Settings > Feedback Settings > click the Quality Feedback tab
Where feedback can be prompted
Scorecards can prompt evaluators to add feedback on:
Specific line items -- Feedback on individual questions
Specific sections -- Feedback on groups of line items
At the end of the evaluation -- Overall feedback on the evaluation
Configurable settings
You can configure four parameters for quality 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.
Part 2: Prompts
The phrases used to prompt each type of feedback on line items, sections, and overall evaluation can be edited and saved.
Part 3: Time to acknowledge
Set the time period before the associated notification turns red, prompting the agent to review their feedback.
Part 4: Active status
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.
What evaluators see
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:
Best practices
Use clear, actionable prompts -- Help evaluators provide specific, useful feedback
Match your culture -- Rename titles to match your organisation's language (for example, "Well Done" instead of "Positive")
Keep it simple -- Two feedback types may be enough for some organisations
Review regularly -- Update prompts as your evaluation practices evolve