Company Knowledge

The Company Knowledge page is where all company-wide knowledge documents — Overview, Feedback, and Context — live. Company Admins only.

Documents here apply to evaluations across every workspace in the company. For workspace-specific criteria, use the workspace Knowledge page instead.

Document Types

Three types are available at the company level:

• Overview — extract structured information from calls (agent name, customer name, etc.)
• Feedback — pass/fail quality standards
• Context — business context that frames every evaluation in the company (see Context Documents)

The Context type is only available at the company level. Workspace Knowledge supports Overview and Feedback only.

See Knowledge Documents for the full breakdown of types.

Creating Documents

1. Click Create Document
2. Set Title, Output Type (Overview / Feedback / Context), Direction (All / Inbound / Outbound), and Content
3. Click Save — applies to all future evaluations across the company immediately

Note: Context Documents do not use direction filtering — they apply to every evaluation regardless of call direction.

Editing, Deleting, and Bulk Actions

Same as the workspace Knowledge page: click edit/delete icons, or select multiple documents to bulk-update output type, direction, or delete.

Impact on Evaluations

• Company Knowledge applies to every workspace unless a workspace-level document overrides it
• New or edited documents apply to future evaluations immediately
• Past evaluations are not retroactively re-graded — re-evaluate unevaluated or failed calls to apply updated criteria