How do I provide general feedback for an agent?


Outside of the quality evaluation process, you may wish to capture feedback for an agent on a more general topic. The feedback can be anything - some simple praise and recognition of a job well done, constructive feedback, or a helpful hint / tip. Whatever you feel is appropriate...

It's worth noting here that this feature is designed to support a leadership culture where feedback is encouraged and not designed to remove face-to-face conversations.

By documenting feedback and making the process of sharing feedback more accessible and more transparent, we've found over the years that a culture of learning, autonomy and accountability can be established relatively quickly.

Getting started

Go to Coach & Feedback where you'll land on the Feedback page and click the Provide feedback button

On click, the following modal window pops-up...

Here, you can

  1. Select the feedback topic from the list of general feedback topics you configured in Feedback settings
  2. Select the agent to receive the feedback
  3. Add "positive", "neutral", and/or "negative" sentiment feedback. Don't worry, we know those aren't quite the right words to us - the three sentiment options are just to enable you to classify feedback to help focus and prioritise feedback and coaching interventions. In feedback settings, you can configure the words and phrases used to elicit general feedback
  4. Select other people to notify about the feedback. Add as many people as you like by clicking their names on the drop-down.


Notifying Agents and Managers about feedback 

The Agent and any additional people (See point 4 above) will be notified automatically once the feedback is saved. Subject to the settings you configure in Notification settings, the relevant parties will be notified either by the system notification service and/or an email.

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