Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Agent |
Finding and reviewing a conversation, and why you read the whole thing before scoring anything.
Review one
- Open the conversation list and pick one, or work your assigned queue.
- Read the whole exchange, from the first message.
- Score each category.
- Write a comment explaining the scores.
- Submit.
Read it all first
Scoring while reading produces judgements formed before the outcome is known. An agent who looked slow in the middle may have been waiting for a third party, and that is only visible at the end.
Look at what the agent could see
They did not have the customer's later messages, or the outcome. Judging an early reply against information that arrived afterwards is the most common unfairness in reviewing.
Check the context
A brusque reply to the fourth message about the same problem reads differently from a brusque opening. Where the conversation follows earlier ones, that matters.
Score the conversation, not the person
Every review is one exchange on one day. It is evidence about that exchange, and patterns across many reviews are what say anything about a person.
Write the comment while it is open
Specific, with a quote from the conversation. "The reply on Tuesday did not confirm which order" is usable; "could have been clearer" is not.
If you cannot judge it
A conversation needing product knowledge you do not have should go to somebody who does, or be skipped. A guessed score is worse than no review.
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