Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Who can review, who can see reviews of whom. The access decision that shapes whether this feels fair.
The roles
- Agent. Sees their own reviews and feedback, and can dispute.
- Reviewer. Reviews conversations in their workspace.
- Manager. Sees the workspace's results and manages scorecards.
- Administrator. Configures everything.
Agents must see their own reviews
All of them, with the reasoning. A quality programme where people are scored and not shown the scores is not a quality programme; it is an assessment they cannot learn from.
This is the setting to get right before anything else.
Reviewers should not see everything
Scope them to their workspace. There is no operational reason for a reviewer to read reviews of another team, and it makes the whole thing feel like surveillance.
Whether agents see each other's
A real decision. Open reviews can build a shared sense of what good looks like; they can also become a comparison people resent.
Ask the team. If they would find it uncomfortable, that answer is the right one.
Self-review is worth allowing
An agent reviewing their own conversation before a reviewer does produces better conversations than either alone, and it puts them in the same frame as the person reviewing them.
Keep administrators few
Scorecards define the standard, and changing one changes everybody's scores. Two or three people.
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