> ## Documentation Index
> Fetch the complete documentation index at: https://docs.reddy.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent Feedback

> Leave feedback on training and live calls to coach agents and track responses

Provide coaching feedback on call records and track agent responses through in-app notifications. Managers can leave feedback on both training simulations and live calls, creating a direct communication channel for performance improvement.

## How It Works

<Steps>
  <Step title="Manager leaves feedback">
    Navigate to any call record and open the **Feedback** tab. Type your feedback and click **Send** to submit.

    <Frame>
      <img src="https://mintcdn.com/reddy-376a6c19/88XCkjgIxXpbFA7u/images/manager_feedback_step1.png?fit=max&auto=format&n=88XCkjgIxXpbFA7u&q=85&s=951d181fd71d40e0a58fad126cf64681" alt="Manager entering feedback on the Feedback tab of a call record" width="428" height="545" data-path="images/manager_feedback_step1.png" />
    </Frame>

    <Info>
      Each call record supports one feedback message.
    </Info>
  </Step>

  <Step title="Agent receives notification">
    The agent receives an in-app notification linking directly to the call record's Feedback tab for review.

    <Frame>
      <img src="https://mintcdn.com/reddy-376a6c19/88XCkjgIxXpbFA7u/images/manager_feedback_step2.png?fit=max&auto=format&n=88XCkjgIxXpbFA7u&q=85&s=4508d10720b32da4f4721028833438d2" alt="Agent receiving an in-app notification about manager feedback" width="428" height="545" data-path="images/manager_feedback_step2.png" />
    </Frame>
  </Step>

  <Step title="Agent responds">
    The agent can **Acknowledge** or **Dispute** the feedback, then optionally add a comment explaining their perspective.

    <Frame>
      <img src="https://mintcdn.com/reddy-376a6c19/88XCkjgIxXpbFA7u/images/agent_feedback_step3.png?fit=max&auto=format&n=88XCkjgIxXpbFA7u&q=85&s=b17f82933b411ef7ea4de4e23c28aa14" alt="Agent acknowledging or disputing manager feedback with optional comment" width="590" height="199" data-path="images/agent_feedback_step3.png" />
    </Frame>
  </Step>

  <Step title="Manager closes the loop">
    When the agent responds, the manager receives an in-app notification linking back to the Feedback tab.

    * Review the agent's response (Acknowledged or Disputed)
    * Read any additional comments the agent provided

    <Frame>
      <img src="https://mintcdn.com/reddy-376a6c19/88XCkjgIxXpbFA7u/images/manager_close_loop_step4.png?fit=max&auto=format&n=88XCkjgIxXpbFA7u&q=85&s=4b0523ea84b88ae2eb67f2c2dca4dc82" alt="Manager viewing agent's response to feedback and closing the communication loop" width="837" height="242" data-path="images/manager_close_loop_step4.png" />
    </Frame>
  </Step>
</Steps>

## Filtering by Feedback Status

Use dashboard filters to analyze feedback trends and follow up on unresolved items.

**Available feedback filters:**

* **Submitted Feedback:** All calls where you've left feedback
* **Acknowledged Feedback:** Calls where agents acknowledged your feedback
* **Disputed Feedback:** Calls where agents disputed your feedback

## FAQ

<AccordionGroup>
  <Accordion title="Can I edit or delete feedback after sending it?">
    You can edit feedback after sending, but you cannot delete it. To edit, click the **Edit** button on your feedback message, make your changes, and save. Edited messages display a timestamp showing when the last edit was made (e.g., "Last edited on 25/11/17, 07:15").
  </Accordion>

  <Accordion title="Can I leave multiple feedback messages on one call?">
    No, each call record supports one feedback message. Ensure you have captured all critical feedback on the most important coaching points before sending your message.
  </Accordion>

  <Accordion title="Do agents see who left the feedback?">
    Yes, agents can see which manager left feedback on their call records.
  </Accordion>

  <Accordion title="What happens if an agent doesn't respond to feedback?">
    Agents are not required to respond to feedback. Use the "Submitted Feedback" filter to identify calls where you've provided coaching, regardless of agent response status.
  </Accordion>
</AccordionGroup>