The Root Causes feature allows you to achieve a further level of detail by prompting your reviewers to select custom reasons explaining why they gave a negative feedback.

For example, if a reviewer gave a negative rating for Tone in this case, they would be prompted to add a reason why in the form of a predefined choice or by adding a freeform comment.

You can then use the Dashboard to analyse the reasons and pinpoint specific problems on a team and agent level. This makes it easier for you to organise coaching and solve specific issues.

You can do this by scrolling down to the Ratings by Category table and clicking on the Category you wish to analyse.

You can set up Root Causes by going to Settings>Users and Workspaces>Rating Categories and editing the Category you wish to add Root Causes for.

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