Agent Feedback
Overview
The Agent Feedback page is a centralized hub for supervisors and administrators to send, track, and manage feedback for support agents. This tool allows for the evaluation of agent quality based on predefined criteria, ensuring that performance insights are documented and implementation stages are tracked manually.
Viewing & Searching
The main interface displays feedback entries as individual cards, providing a quick summary of the agent's performance and the status of the feedback.
Feedback Cards: Each card displays the Agent's name/ID, the specific Criterion being evaluated, a snippet of the feedback text, and the creation date.
Filtering Data
Use the dropdown menus at the top to refine your view:
Agent: Filter by a specific individual or multiple.
Criteria: View feedback related to specific performance metrics (e.g., "Inappropriate language").
Status: Filter by the current stage (Not Applied, In Progress, Closed, Canceled).
Select a date: View records within a specific timeframe.
Supervisor: Filter feedback submitted by specific leaders.
Search Bar: Use the "Search feedback" input in the top right to quickly locate specific records by agent name or feedback content.
Viewing Details
Click on the "read more" link to expand the entire feedback, use the more menu (⋮) to make edits.
Creating New Data
To initiate a new evaluation:
Key Fields & Definitions
Criterion: The specific behavioral or technical category the feedback falls under (e.g., BU PIX, Say hello).
Implementation Stage: A manual tracker (Applied, In Progress, Closed) that monitors the agent's progress.
Applied Date: Located at the bottom of the card, this shows exactly when the feedback was moved into an active implementation phase.
Modifying Existing Data
Managing Feedback Status
Feedback must be manually updated to reflect its stage of implementation. The status indicators help track whether an agent has acknowledged or applied the suggestions.
Not Applied: For new feedback, click the "Mark as applied" button to transition the record into an "In Progress" state.
In progress: Indicates the agent is currently working on the feedback. A "check" (✓) to transition the record into an "Closed" state.
Closed: Indicates the record is finished.
Canceled: On a record in "In progress" use the more menu (⋮) and select the option "Cancel feedback" to move it to "Canceled" state.
Editing "Not applied" Feedback
Click on the record more menu (⋮).
Select the option edit.
Modify the record.
Deleting Data
Only "Not applied" feedback can be deleted, alternatively you can move the record state to "Canceled", following this steps.
Click on the record more menu (⋮).
Select the option delete.
Confirm by clicking on the "Delete" button.
Troubleshooting & FAQs
Common Issues
"How to change the status of a record?" Solution: Check the Managing Feedback Status section.
"Why can't I delete a record?" Solution: Only records in "Not applied" state can be deleted, alternatively you can move the record state to "Canceled".
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