How to review support conversations fairly
Use the conversation record, consistent scoring and private comments to make reviews actionable rather than arbitrary.
Conversation reviews that support better answers
Review completed support conversations, record scores and track monthly agent ratings with controlled feedback visibility.
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Start from the actual conversation
Choose today, yesterday or a date range, filter by agent and read the conversation before scoring it. A conversation reference helps managers find the same record in the archive. Ratings apply to support agents rather than owners, managers or quality-control roles.
Separate scores from private review notes
Evaluation comments are restricted by a dedicated permission. Owners can decide whether managers and quality-control staff can read them; agents do not receive those private comments or the reviewer’s identity. Access to a conversation is not automatically access to its confidential assessment.
Understand the monthly rating
An agent starts with one star until the first review. After that, the monthly rating is the average of that month’s reviews. Moon badges and month-end outcomes follow the configured rules; penalties are reports, not automatic payroll deductions. A month without reviews does not trigger a penalty.
Measure response time precisely
The first-response metric measures elapsed time from assignment to the first human agent reply, rather than total conversation duration. The report shows its sample count and shortest and longest values. Customer-satisfaction results are a separate measure, with the number of responses shown alongside the percentage.
See the support workflow for yourself
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