Go to Coach & Feedback Settings and click the General Feedback tab
When you provide general feedback for an agent, you select the sentiment of the feedback (positive/ neutral/negative) and then add 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 used to define the sentiment of all general feedback types. You can also separately configure the prompts used to elicit constructive feedback.