How to review support conversations fairly

Step by step

1. Open Conversation reviews with an account that has the required permissions.
2. Choose today, yesterday or a date range and select the support agent.
3. Read the complete conversation; use its reference to return to the same archive record when needed.
4. Record scores using the same standards and add an evidence-based private explanation.
5. Review the monthly average and number of reviews before drawing conclusions or applying your company’s personnel process.

Decide what a good answer means

Agree on what reviewers assess before comparing agents: correctness, clarity, courtesy and follow-through. Check the actual account context available to the agent. A slow answer or an unhappy customer alone does not prove poor support.

Read the measures with their sample counts

First response starts at assignment, not at the beginning of the entire visitor session. Customer satisfaction comes only from people who submitted a response. Review the shortest and longest response and the underlying conversations rather than interpreting an average without its sample size.

Keep confidential notes confidential

Grant review-comment access only to the people who need it. Agents should not see the private notes or reviewer identity merely because they can read the conversation. Month-end outcomes are reported for management review; Radman does not automatically deduct salary.