Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Agent |
Reviewing conversations is repetitive work. Four keyboard shortcuts pay for themselves within a week.
Where they help
A reviewer works through a queue: read, score each category, comment, submit, next. The same sequence dozens of times a week, which is exactly what shortcuts are for.
The ones worth learning
- Score a category without reaching for the mouse.
- Move between categories on the scorecard.
- Submit the review.
- Next conversation in the queue.
Those four cover the whole loop.
Find the current list in the product
Shortcuts change as the product develops, so the list in the interface is the reliable one. It is usually behind a keyboard or help icon.
Speed is not the goal
A review that takes four minutes instead of six because the reviewer is not clicking is good. A review that takes two minutes because they stopped reading properly is worse than no review.
Shortcuts should remove the mechanical part, not the thinking.
Worth ten minutes for a regular reviewer
Somebody doing twenty reviews a week gets the time back quickly. For anybody reviewing occasionally, it is not worth learning.
Comments
0 comments
Article is closed for comments.