Knowledge (Workspace)

The workspace Knowledge page is where you create and manage knowledge documents for one workspace. Supervisors only (admins inherit access).

For documents that should apply across every workspace in a company — including Context Documents — use the Company Knowledge page instead.

Document Types

Two types are available at the workspace level:

• Overview — extract specific information from calls (agent name, customer name, etc.)
• Feedback — define pass/fail quality standards

Context Documents are not available here — they live on Company Knowledge.

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 in this workspace immediately

See Setting Up Knowledge Documents 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 or direction.

Impact on Evaluations

• New / edited documents apply to future evaluations immediately
• Existing evaluations don't update automatically — re-evaluate unevaluated or failed calls to apply updated criteria
• Notify your team when criteria change