The system enables you to provide general feedback to agents
Here you can configure four parameters associated with general feedback.
Go to Coach & Feedback Settings and click the General Feedback tab
(1) The title of the feedback: The three default tab-titles (Positive / Negative / Neutral) and their associated colours (Red / Amber / Green) can be edited and saved.
(2) Prompts: The phrases used to prompt each type of feedback
(3) Time to acknowledge before the associated notification goes red
(4) Status - The system enables you to prompt up to three different types of general feedback, However, If you only wish to prompt one or two types of feedback (rather than all three options), simply untick the relevant Active status. Feedback option(s) that are un-ticked will NOT be presented to managers. (Please note: Whenever a feedback option is made inactive, any feedback previously entered under said option will still be visible in reports).
If all three feedback types remain Active (and the default options haven't been changed), then the general feedback pop-up will look like this...