This guide explains the review status workflow in Coach, including how Draft, Test, and Completed statuses work, and how the Seen/Unseen indicator can help teams track whether agents have viewed their feedback.
EdgeTier Coach supports three explicit review statuses — Draft, Test, and Completed — alongside a Seen/Unseen indicator that tracks whether an agent has opened their review. Together, these give QA teams a clearer, more structured workflow and help managers verify that feedback is actually being acknowledged.
These are summarised as follows:
| Status | Used For | Created/used by | Visible to agent? |
|---|---|---|---|
| Draft | Saving progress on reviews that are not started, but not ready to share. | Reviewer | No — private to the reviewer until submitted |
| Test | Testing new scorecards or calibrating review scores amongst Reviewers, without impacting agent metrics. | Reviewer / QA Manager | No — visible to reviewers and QA managers only. Included in metrics on Reviews screen only. |
| Completed | Sharing review scores and feedback with agents. | Reviewer / QA Manager | Yes — can trigger email notification and counts in all metrics |
Seen/Unseen labels acts alongside the “Completed” status to provide the full picture. This allows your team to assess if agents are engaging with their completed reviews.
| Indicator | Created/used by | Visible to agent? |
|---|---|---|
| Seen | System (auto) | Yes — set automatically when the agent opens the full review |
| Unseen | System (auto) | Yes — shown as a blue dot until the agent opens the review |
A draft allows a reviewer to save work in progress without it being visible to the agent or affecting any metrics. Drafts are private to the reviewer who created them — managers, admins, and agents cannot see another person’s drafts.
What to know