Review Screen
Allows Quality Evaluators to manage reviews assigned to them. Evaluators can view, filter, and start reviews from the Reviews Screen. It also acts a central dashboard for Quality Managers to view all currently assigned reviews and their statuses. The screen displays details such as the agent to be reviewed, assigned reviewer, questionnaire, and review status.
It provides access to reviews with specific columns and functionalities based on the user’s role.
Centralized Review Management
The screen consolidates all reviews into a single interface. The columns visible differ based on the user’s role:
For Quality Managers
Quality Managers can view all reviews and have access to detailed information, including:
Status: Indicates the current state of the review (Pending, In Progress, or Completed).
Due Date: Displays the deadline for completing the review.
Created At: Shows the date and time when the review was created.
Questionnaire: Lists the evaluation form linked to the review.
Reviewer: Identifies the evaluator assigned to the review.
Agent to Be Reviewed: Specifies the agent whose interaction is under evaluation.
Submitted: Indicates whether the review has been submitted.
Review Score: Displays the score once the review is completed.
For Evaluators
Evaluators have a more focused view, showing only the columns necessary to complete their assigned reviews:
Status: Indicates whether the review is Pending, In Progress, or Completed.
Due Date: Displays the deadline for completing the review.
Created At: Shows when the review was initiated.
Questionnaire: Lists the evaluation form linked to the review.
Submitted: Indicates whether the review has been completed and submitted.
Review Score: Displays the final score assigned after the evaluation.
Role-Based Access and Functionality
Quality Managers
Quality Managers have access to all reviews. By default, the screen displays Pending reviews, but they can filter for other statuses such as In Progress or Completed. They can also use the “Assigned to Me” filter to view only the reviews allocated to them, enabling focused action on their assigned tasks.
Evaluators
Evaluators can view only the reviews assigned to them. Their streamlined interface ensures they can efficiently complete evaluations without unnecessary distractions.
The “Start Review” button allows users to initiate evaluations directly. Clicking the button opens the Conversation View, where users can analyze the associated interaction and complete the evaluation using the linked questionnaire.