How do I edit the phrases used to encourage agent-feedback during evaluation?

Getting started

Go to Coach & Feedback Settings and click the Quality Feedback tab

When building a scorecard, you can decide whether to prompt evaluators to add feedback on specific line items, sections and/or at the end of the evaluation.

When adding feedback, the evaluator chooses the sentiment of the feedback (positive/ neutral/negative) and then adds the relevant feedback. Don't worry, we know those aren't quite the right words to use - the three sentiment options are just to enable you to classify feedback to help focus and prioritise feedback and coaching interventions.

Here, you can configure the words you wish to use to define the sentiment of quality feedback. You can also separately configure the prompts used to elicit line item/section/evaluation feedback.

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