Knowledge

The Knowledge page is where you create and manage quality criteria documents. Supervisors only.

Document Types

• Overview (blue badge): Extract specific information from calls (agent name, customer name, etc.)
• Feedback (purple badge): Define pass/fail quality standards

Creating Documents

1. Click Create Document
2. Set title, output type (Overview/Feedback), direction (All/Inbound/Outbound), and content
3. Click Save — applies to all future evaluations immediately

See Setting Up Quality Criteria for writing guidance.

Editing Documents

Click the edit icon next to any document. Changes apply to future evaluations immediately.

Deleting Documents

Click the delete icon for a single document, or select multiple and click Delete selected. Deletion is permanent.

Bulk Operations

Select multiple documents to:

• Set output type (Overview/Feedback)
• Set direction (All/Inbound/Outbound)
• Delete

Search and Filter

Search by title or content keywords. Filter by document type (Overview/Feedback) or direction.

Impact on Evaluations

• New/edited documents apply to future evaluations immediately
• Existing evaluations don't update automatically — unevaluated or failed calls can be evaluated again
• Notify your team when criteria change