Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Agent |
The comment is the review that matters; everything else on the screen is bookkeeping around it. Be specific, say what to do instead, or say nothing.
Writing feedback
- Quote the specific part of the conversation.
- Say what the effect was.
- Say what would have worked better.
- Note one thing that went well.
Be specific or say nothing
"The second reply gave the return address but not the deadline, so the customer wrote back to ask" is actionable. "Could be more complete" is not, and it reads as criticism without content.
Say what to do instead
Feedback that names a problem without a better alternative leaves the agent knowing they were wrong and not what right looks like. That is demoralising and useless in equal measure.
Include what went well
Not as padding. Agents repeat what they know worked, and a review that only lists faults teaches nothing about what to keep doing.
Write to the person
Somebody will read this about their own work. Passive constructions and clinical phrasing make ordinary feedback feel like a formal finding.
Receiving it
Read it when you have a few minutes, not between two tickets. First reactions to feedback are defensive by design, and the second reading is the useful one.
If you disagree, dispute it. That is what the mechanism is for, and a reviewer being corrected is a normal outcome rather than a confrontation.
Two things decide how well it lands. A comment is required, so use it to say what you disagree with rather than that you disagree; and you choose where the dispute goes, back to the reviewer who wrote it or escalated to somebody else. Back to the reviewer is the normal route, and escalating is for when that conversation has already been had.
If the review is about the wrong person, that is a separate kind of dispute and not an argument about the content. Raise it as that, rather than disputing scores you were never responsible for.
Talk about the patterns
One review is one exchange. A conversation about three months of reviews is where anything changes.
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