Go to Coach & Feedback Settings and click the General feedback topics tab
When you provide general feedback to an agent, you'll be prompted to select a feedback topic.
The system includes a number of default topics and/or you can also configure your own set of general feedback topics by simply clicking the Add general feedback topic button to reveal the following modal window where you add the required details.
On pressing Submit, the topic will be added to your list of active general feedback topics.
Active topics will be made available for selection when you provide general feedback. To hide a topic, simply make it Inactive by clicking the Active pill.
To re-activate an Inactive topic, simply click the Inactive pill.