> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stackshift.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Review support quality and coach your team

> Use consistent criteria to review conversations and turn feedback into coaching.

<Note>
  This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
</Note>

## 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 Coaching

## Before you start

* Quality review permissions and access to the conversations being reviewed.

## Steps

<Steps>
  <Step>
    Create a scorecard with understandable criteria, rating descriptions, weights and any critical-failure rule.
  </Step>

  <Step>
    Create a review queue with its inbox/date filters, sample size and reviewer. Check that the sample fits the purpose.
  </Step>

  <Step>
    Open a review, read the conversation and attach evidence to each score. Mark a criterion not applicable where appropriate instead of inventing a score.
  </Step>

  <Step>
    Release the review using its available controls. Staff can acknowledge it or use the appeal flow when permitted.
  </Step>

  <Step>
    Use Calibration to compare how reviewers score the same work, then create Coaching actions with an owner, due date and follow-up.
  </Step>
</Steps>

## 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

<Check>
  Staff receive consistent, explainable feedback with actionable follow-up.
</Check>

## If something goes wrong

<Warning>
  * Review cannot open: check conversation access and reviewer assignment.
  * Scoring inconsistent: inspect anchors and weights, then calibrate before comparing staff.
</Warning>

## Related guides

<CardGroup cols={2}>
  <Card title="Invite your team and control access" href="/stackshift-support/team-and-roles">
    Give each teammate the access they need to answer customers or manage the workspace.
  </Card>

  <Card title="Understand conversation volume and team performance" href="/stackshift-support/reports-and-analytics">
    Find the measures that answer a specific question about your support operation.
  </Card>
</CardGroup>


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.