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| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Why a score was low, not just that it was. This is where reviewing stops being scoring and starts being useful.
Set them up
- Open the rating category.
- Add root causes for low scores.
- Keep the list short and specific.
- Ask reviewers to select one when scoring low.
Why they matter more than the score
A category averaging poorly tells you there is a problem. The root causes tell you what it is, and whether it is the agent at all.
"No article existed" and "did not follow the process" are both low scores and completely different problems.
Include causes that are not the agent
- No documentation available.
- The process is unclear.
- The tool did not allow it.
- Conflicting guidance from elsewhere.
Without these, every low score reads as the agent's fault, which is both unfair and hides the fixable causes.
This is the reporting worth building
Root causes across a quarter tell you what to fix: an article to write, a process to clarify, a training gap. Scores alone tell you only who scored what.
Keep the list to five or six
Long lists get filled with the first plausible option. Short lists get filled accurately.
Review what gets selected
If one cause dominates, that is your improvement project. If reviewers keep choosing "other", the list is missing something.
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