Feedback Threads

Feedback threads enable structured coaching conversations between supervisors and agents, tied to specific interactions.

How It Works

1. A supervisor opens a feedback thread on any interaction
2. They provide targeted comments tied to the conversation
3. The agent can respond, ask questions, or acknowledge the feedback
4. The thread creates a record of the coaching conversation

Acknowledgements

Supervisors can acknowledge feedback to confirm it's been reviewed and discussed. This creates accountability and tracks coaching completion.

Notifications

Agents receive notifications for new feedback, so nothing falls through the cracks. Unread feedback is tracked per user.