Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
A target score, not a minimum number of reviews. It colours the Reviews dashboard green or red, and that is the whole of what it does.
Set it
- In Quality Assurance, click your profile icon and select Users, bots, and workspaces.
- Select the workspace name.
- Click Threshold and drag the slider to the score you are aiming at, such as 80%.
- Look at the Reviews dashboard and see what changed colour.
Admins and workspace managers can set it, and it applies per workspace. Every review score in that workspace is then evaluated against it.
What you get
Colour. Scores that meet or exceed the threshold show green; scores below it show red. Nothing is hidden, nobody is excluded, and no calculation changes.
That is worth saying plainly, because the word "threshold" suggests a gate and this is a highlighter.
Two columns, two colour systems
The dashboard colours the Score column from this threshold. The Pass/Fail column beside it is coloured from something else entirely: the pass rate baseline, which is a separate setting.
So a row can be green in one column and red in the other without anything being wrong. If somebody reports that the dashboard contradicts itself, this is almost always what they are looking at, and the answer is to say which number each column is measuring against.
Pick a number the team already recognises
If people talk about a quality target, use that. A threshold nobody has heard of turns the dashboard into a wall of red that says more about the number than about the work.
Different workspaces can hold different thresholds, which is right when they are judged on different scorecards and misleading when somebody compares the colours across them.
Small samples still mislead, and this does not fix that
An agent with two reviews has an average built on two conversations. One difficult customer puts them at the bottom of a list, and the threshold will colour that red as confidently as it colours a hundred reviews red.
There is no setting that holds somebody back from reporting until they have enough reviews, so it is a judgement you have to apply yourself: look at the review count next to the score before quoting either.
People with few reviews are not a problem
They are new, or part-time, or were away. A thin row is correct rather than a gap to fill by rushing reviews to make the colour look better.
Say what it means before people see it
Red against a target is a conversation about the target as much as about the work. A team that first meets the threshold as a colour on their own row reads it as a verdict.
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