Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Yes. Moving somebody between workspaces also changes which scorecard they are judged against.
Move somebody
- Open the user in Quality Assurance.
- Remove them from the old workspace.
- Add them to the new one.
- Check the assignment rules cover them.
- Tell them, and tell both leads.
Their scores do not transfer meaningfully
Reviews from the old workspace were scored against a different scorecard. The history remains, and comparing it with new scores is comparing two different standards.
Note the move on any reporting that spans the change.
Tell them what changed
They are now judged against different questions. Somebody discovering that through an unexpectedly low score will assume the standard was raised on them.
Check the new workspace's assignment
Filters may not select their conversations, in which case they quietly stop being reviewed. That takes months to notice.
Remove them from the old one
Left in both, they may be reviewed twice against different standards, and their figures appear in two team averages.
Why this happens
Usually somebody changed team in Support, and the workspace was not updated. Adding this to whatever list covers a team move prevents the drift.
If they do the same work
Consider a group within one workspace instead. That keeps one scorecard and one comparable set of scores, which is usually what you want.
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