Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
What to look at, and the comparison that tells you whether your reviewing reflects reality.
Look at these
- Score by category. Which parts of the scorecard are weakest across the team.
- Root causes. Why, which is what you can act on.
- Trend over time, at team level.
- Review volume, whether the programme is actually running.
Category scores are the work list
A category the whole team scores low on is a training gap, a process problem or an unclear scorecard. All three are fixable and none are about individuals.
The comparison worth making
Your quality score against customer satisfaction. If quality is rising while satisfaction is flat, you are measuring something customers do not value.
That gap is the most useful thing on the dashboard, and almost nobody builds it.
Read the trend, not the level
The absolute score reflects your scorecard and your reviewers. It cannot be compared with another company's, and a rising score can mean easier reviewing.
Movement within a stable scorecard is what carries information.
Watch review volume first
If completed reviews are drifting down, everything else on the dashboard is describing a shrinking sample. That number is the health of the programme itself.
Individual scores need care
Useful for a lead preparing a coaching conversation. Not for a ranking, and not on a shared screen. The threshold setting exists to stop small samples becoming judgements.
Share the team view
Categories and root causes, with the team. It shows what the programme is for, and it usually produces better explanations than the leads had.
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