Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Adding and removing people, and the two separate lists that drift apart if nobody checks them.
Manage them
- Open the users in Quality Assurance.
- Add somebody, or change their role.
- Put them in the right workspace.
- Remove people who have left.
Two lists, maintained separately
Your Support agents and your users here are not automatically the same set. Somebody added in Support does not appear here, and somebody deactivated there may still be here.
That drift is the source of most reporting oddities in this product.
New starters
Add them here as part of onboarding. An agent who is not in a workspace receives no reviews at all, and they usually notice long after it should have been fixed.
Leavers
Remove them, or their historical scores keep affecting team averages. Their past reviews remain as a record; it is their presence in the current team that distorts.
Role changes
Somebody becoming a team lead usually becomes a reviewer here. Both changes belong in the same task, or they are reviewing without permission or permitted without knowing.
Check it quarterly
Compare this list against your actual team. Ten minutes, alongside your other access reviews, and it finds the same category of thing every time.
Seats
Where users here count against your add-on, removing leavers frees capacity. Worth confirming rather than assuming it followed from Support.
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