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What you can do
Use consistent criteria to review conversations and turn feedback into coaching. Where to find it: Quality → Reviews, Scorecards, Review queues, Calibration and CoachingBefore you start
- Quality review permissions and access to the conversations being reviewed.
Steps
1
Create a scorecard with understandable criteria, rating descriptions, weights and any critical-failure rule.
2
Create a review queue with its inbox/date filters, sample size and reviewer. Check that the sample fits the purpose.
3
Open a review, read the conversation and attach evidence to each score. Mark a criterion not applicable where appropriate instead of inventing a score.
4
Release the review using its available controls. Staff can acknowledge it or use the appeal flow when permitted.
5
Use Calibration to compare how reviewers score the same work, then create Coaching actions with an owner, due date and follow-up.
Example
Review whether an answer is correct, respectful and complete; cite the message that supports each score.Things to know
- Review an AI suggestion before using it as a score.
- A calibration disagreement is useful evidence that the scoring descriptions need clarification.
What happens next
Staff receive consistent, explainable feedback with actionable follow-up.
If something goes wrong
Related guides
Invite your team and control access
Give each teammate the access they need to answer customers or manage the workspace.
Understand conversation volume and team performance
Find the measures that answer a specific question about your support operation.