While evaluating conversations, a QA has an option to share the evaluation results with the Agent so that the agent knows his/her improvement areas.


Enthu.AI offers the Agent an option to Accept/Reject the feedback so that they can make their voice heard.


Once the QA share the Feedback with the Agent, the Agent receives an email as shown below.



By clicking on the link in their email, the agent gets redirected to the Feedback screen.


The Agent can either "Accept" or "Contest" the feedback by clicking the button as shown below.



A popup appears where an Agent can record his comment.


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Once the agent records his comment, the QA and admins get to see a "Contested" label or "Accepted" label in their screen. 



Hover on the label to see agent's comment as shown below




Important Notes

  • To learn how to share feedback with an Agent. Click here
  • Adding a comment is a required while rejecting a Feedback.
  • Adding a Comment is optional while approving a Feedback.