How do I enable acknowledgement on quality evaluations?
Required Feature Flags
The following permissions are required to use this feature:
Required Permissions:
Configure quality settings (
admin.quality.settings) — to enable evaluation acknowledgement in the Workflow tab
Overview
Evaluation acknowledgement lets agents confirm that they have reviewed their own quality evaluations. When enabled, the agent who was evaluated sees an "Acknowledge" prompt on their published evaluations, and managers can see which evaluations have been viewed and acknowledged.
Who can acknowledge an evaluation?
Only the agent who was evaluated can acknowledge their own evaluation. Team leaders, evaluators, and managers cannot acknowledge an evaluation on behalf of an agent — the acknowledge prompt only appears for the logged-in user when they are viewing an evaluation that was conducted on them.
Because acknowledgement is the agent's action, agents need access to the platform to view and acknowledge their evaluations. If agent access is switched off for your contract, the acknowledgement feature does not provide a way for other roles to record that a scorecard has been reviewed.
Getting there
Go to Settings > Quality Settings > click the Workflow tab.
Set Enable acknowledgement on evaluations? to Yes.
What happens when acknowledgement is enabled
Once enabled, the setting applies to all published evaluations, including those completed before the setting was turned on. When the evaluated agent opens one of their evaluations:
If they have not yet acknowledged, an alert appears at the top of the evaluation prompting them to acknowledge.
A new section at the bottom of the scores panel gives them a text box to acknowledge with an optional comment.
After the agent acknowledges, their acknowledgement (and any comment) is recorded against the evaluation and shown at the top.
Reporting
When evaluation acknowledgement is enabled, the Quality Performance report adds two columns to the Agent variant of the report:
Viewed — the number of evaluations the agent has viewed in the selected period
Ackn'd — the number of evaluations the agent has acknowledged in the selected period
These columns appear in the report table (and in CSV exports as "Viewed" and "Acknowledged"). They are only shown on the Agent variant — the hierarchical and group variants do not display them.
You can also filter the evaluations list by acknowledgement status (Acknowledged / Viewed only / Not acknowledged) when reviewing evaluations.
Important notes
Enabling acknowledgement applies to all evaluations, including those completed before the setting was turned on
Only the evaluated agent can acknowledge — other roles cannot acknowledge on behalf of an agent
Agents need access to the platform to view and acknowledge their evaluations
Acknowledgement timestamps are recorded for tracking
Agents can acknowledge with or without a comment