Editing phrases used in general feedback
To edit phrases used in general feedback:
- Go to SETTINGS
- Click Feedback settings
- Click the General feedback tab
By following the navigation prompt, you'll be directed to the following screen
- Part 1: The title of the feedback: The three default tab-titles (Positive / Negative / Neutral) and their associated colours (Red / Amber / Green) can be edited and saved.
- Part 2: Prompts: The phrases used to prompt each type of feedback
- Part 3: Time to acknowledge before the associated notification goes red
- Part 4: Status - The system enables you to prompt up to three different types of general feedback, However, If you only wish to prompt one or two types of feedback (rather than all three options), simply untick the relevant Active status. Feedback option(s) that are un-ticked will NOT be presented to managers. (Please note: Whenever a feedback option is made inactive, any feedback previously entered under said option will still be visible in reports).
If all three feedback types remain Active (and the default options haven't been changed), then the general feedback pop-up will include:
- Positive feedback: Please highlight what the agent did well
- Neutral feedback: Please add your feedback
- Coaching need: Please describe how the agent could improve