How do I acknowledge feedback?


Only recipients (most often agents) can acknowledge feedback and, in order to do this, they will need access to the platform.

Getting started

Go to Coach & Feedback where you'll land on the Feedback page. As an agent, you will most likely be taken directly to your table of feedback where you can view feedback.

Any feedback that has not yet been acknowledged will have the timer icon visible. Hovering over the icon will reveal the amount of time since the feedback was generated. A notification will also be presented to make you aware that you have received feedback.

If a time to acknowledge (SLA) has been set in Notification settings, if the feedback is out of SLA, it will appear in red.

View and acknowledge feedback

Details of the feedback can be accessed by clicking View at the end of the row of the feedback you wish to view.

Alternatively, the recipient (and anyone else who was copied into the feedback at the point of submission) can access the feedback by clicking on the link in a notification.

Via either route, clicking on the relevant link reveals the following modal pop-up window...

(Only) If you are the recipient, you will have access to the Acknowledge feedback button

Pressing the button, reveals the following modal pop-up window where you can add any comments and select whether or not the feedback was discussed face-to-face with the originator, or presented simply via the system.

Once acknowledged, the originator is notified and the feedback is updated in the table with a relevant icon (head & shoulders icon to denote the feedback was discussed and a screen icon to denote the feedback was not discussed directly). This helps keep the process transparent.

When anyone views acknowledged feedback, they will be able to access the original feedback and any comments or questions added by the agent.

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