Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Setting one up, and the order that gets you reviewing within a week rather than after a month of design.
Create one
- In Quality Assurance, click your profile icon and select Users, bots, and workspaces.
- Click the plus beside Workspaces, enter a name that says which team it is for, and click Create workspace. The name has to be unique.
- On Members, add the people and set their permissions.
- Build a short scorecard, and use Assignments to decide which conversations get reviewed.
- Review five conversations yourself before anybody else starts.
The other tabs are worth a look before you invite anybody. General holds the name and colour and two switches that shape how reviewing feels: unbiased grading, and whether people may review themselves. Threshold is the score the workspace is aiming at, and it decides which numbers show red and which green. Hashtags holds the labels this workspace can put on a conversation. Calibration is for having several reviewers rate the same conversation, which is the honest way to find out whether your scorecard means the same thing to everybody.
Admins can create workspaces and manage all of them; a workspace manager configures only their own.
Do step five
Reviewing five real conversations against your draft scorecard tells you more than any amount of designing. Categories that seemed clear turn out to be ambiguous, and one you did not think of turns out to matter.
Twenty minutes, and it saves rewriting the scorecard after everybody has used it.
Start with a short scorecard
Four or five categories. You can add later; removing one after people have been scored on it is harder, because their history becomes incomparable.
Involve the team
Ask the agents what they think good looks like before writing the categories. A scorecard the team helped build is accepted; one that appears fully formed is resisted, whatever is on it.
Set the review volume low
Two or three conversations per agent per month is plenty at the start. Enough to have a conversation, few enough that reviewers keep up.
Say what it is for before the first review
Coaching, not assessment. Said once at the start, believed. Said after the first low score, not believed.
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