Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Filtering and exporting the quality data, and the filters that make a number mean something different.
Work with it
- Open the dashboard for the workspace.
- Set the period.
- Filter by group, channel or reviewer.
- Export if somebody needs it elsewhere.
Use a long enough period
A month of reviews for a small team is a handful of conversations. A quarter gives you something stable enough to act on.
Filter by reviewer occasionally
If one reviewer scores consistently lower than another on the same scorecard, that is a calibration problem rather than a quality difference.
It is the check nobody thinks to run, and it explains a surprising number of odd results.
Filter by channel
Email and chat are judged against the same scorecard and behave differently. A combined score can hide one channel performing much worse.
Do not compare across workspaces
Different scorecards, different reviewers, different standards. Two workspace averages side by side is the most common misreading of this data.
Exporting
Fine for analysis elsewhere. It contains individual scores and comments about named colleagues, so decide where the file lives and who opens it before sending it.
Note the period on anything you share
Quality numbers get quoted months later. A figure without its period and its scorecard version will be compared with something incomparable.
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