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

Getting started

Go to 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.

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

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