Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
A minimum number of reviews before somebody appears in reporting. Prevents drawing conclusions from two data points.
Set it
- Open the workspace settings.
- Set the minimum number of reviews for reporting.
- Save.
- Check who now appears and who does not.
Why it matters
An agent with two reviews has an average built on two conversations. One difficult customer puts them at the bottom of the list, and that number will be quoted.
The threshold stops that arithmetic from becoming a judgement.
Five is a reasonable floor
Below five, one review moves the average too far to mean anything. Above ten it is a genuine pattern. Set it at what your review volume can sustain.
People below the threshold are not a problem
They are new, or part-time, or were away. Their absence from a ranking is correct rather than a gap to fill by rushing reviews.
It does not hide the reviews
The agent still sees their own feedback, and a lead can still read it. The threshold governs aggregate reporting, which is where small numbers mislead.
Check who falls outside
If several people are consistently below it, review volume is too low or assignment is uneven. That is worth fixing, because those agents are getting no feedback at all.
Say it on the dashboard
Somebody missing from a list will be assumed to have been left out for another reason. One line stating the threshold prevents that.
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