Reviews · 7d
28
Average score
86
Pass rate
78%
Coaching open
2
| Conversation | Rubric | Score | Status | Reviewer | Reviewed |
|---|---|---|---|---|---|
Billing dispute · Jordan Alvarez qc-1041 | Support quality v3 | 62 | Needs coaching | Maya Chen | Today, 09:41 |
Migration scope · Nadia Patel qc-1040 | Support quality v3 | 96 | Passed | Devon Ruiz | Today, 08:12 |
Firewall timeouts · Marcus Bell qc-1039 | Support quality v3 | 88 | Passed | Maya Chen | Yesterday |
SOC 2 request · Tomas Weber qc-1038 | Support quality v3 | — | Queued | Unassigned | Queued 2h ago |
qc-1041 · Support quality v3
Overall score
62
Flags
· Missing verification
· Unclear next step
Review note
The agent refunded before verifying account ownership. Next step was also missing a timeline. Assign the security refresher.
Auto-flagged
Replies without a citation, refunds without verification, and policy promises that contradict the knowledge base are queued for review automatically.
Reviewer load
Rubric v3
Five criteria, weighted. Verification is pass/fail — a conversation cannot pass without identity checks when account changes are involved.