Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Agent |
Your own settings: how often you are notified, the review goal you set yourself, and how much this product is allowed to interrupt your day.
Change them
- In Quality Assurance, click your profile icon in the top right and choose Settings.
- Open Personal > General.
- Set the day your week starts, and how many conversations you aim to review each day, week or month.
- Open Notifications and choose whether your report on reviews given and received arrives daily, weekly or monthly, and whether it comes by email or in Slack, which depends on how the account is set up. Other notifications can run on an interval instead, every three hours for instance.
- Decide whether you want a reminder at the start of the week when you have not reviewed anything.
The same screen holds Templates, your personal templates for reviewing, pinning and coaching.
Notifications are the setting that matters
Being told immediately when a review arrives sounds helpful and is not. A review landing mid-conversation pulls attention away from a customer, and the feedback is read badly under those conditions.
A daily summary is usually better than immediate alerts.
Choose when you read feedback
Deliberately, with a few minutes to think about it. Feedback read between two tickets gets a defensive first reaction and no reflection.
For reviewers
Notifications about new conversations to review are worth having, and worth batching. A reviewer interrupted every time something lands does neither job well.
Categories are not translated
Nothing on this screen changes the language of a scorecard. Categories are written by your organisation and appear exactly as written, so a Dutch-speaking reviewer reads English categories unless somebody sat down and translated them.
Worth deciding once, as a team, rather than leaving each reviewer to interpret an English category in Dutch.
Check what your notifications do
Some arrive by email, some in the interface. Worth a look, because the combination can be more intrusive than either was meant to be.
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