Providing Feedback on Test Calls
Overview
This guide explains how to provide feedback on test calls using the call ID and the shared feedback sheet. Structured feedback helps ensure that any issues with agent behaviour are addressed accurately and efficiently.
Steps to Provide Feedback
- Navigate to History in the sidebar.
- Locate the call you want to provide feedback on and click into it.
- Find the Call ID at the top of the call record.
- Click the Call ID — it will automatically copy to your clipboard.
- Open the feedback sheet that has been shared with you.
- Paste the Call ID into the relevant field.
- Add your comments describing the issue.
How to Write Useful Feedback
Feedback is most actionable when it includes:
- What happened – describe the specific point in the call where the issue occurred
- What went wrong – explain what the agent said or did that was incorrect
- What should happen instead – provide the preferred response or behaviour
Feedback that only states something was wrong without providing context or the desired outcome is difficult to act on. Always include both the problem and the expected result.
Example of unhelpful feedback:
The agent asked the wrong questions.
Example of useful feedback:
At the point where the caller said they wanted to cancel, the agent asked for their account number before confirming whether cancellation was the right option. It should first confirm the intent and offer retention options before requesting account details.
Key Notes
| Item | Details |
|---|---|
| Call ID | Found at the top of the individual call record in History — click to copy |
| Feedback Sheet | Provided separately — contact your account manager if you have not received access |
| Specificity | Always include the desired outcome alongside the issue — vague feedback cannot be actioned |
