You can now review agents independently on WatchTower, without having to associate the review with an interaction.

What’s changed?

Until now, you had to review agents based on an existing interaction in the EdgeTier system. To initiate a review, you first had to navigate to an interaction, then click Start Review.

The new “Review Agent” feature will allow any agent to be reviewed directly from their Agent Performance screen. A Reference section is available on each review that allows the reviewer to type in any details relevant to that specific evaluation.

How to Create an Agent Review

If you would like a record of an agent’s performance without a tie to an interaction, you can now follow these steps to create one.

Go to Coach > Agent Performance.

1. Search and select the Agent’s name in the Review dropdown menu.

1. In the top right corner of the screen, select the options menu (three dots).
2. Click Review Agent.

1. Select a scorecard to use for the review, and click Start Agent Review.

1. The review screen will open in a new tab.
2. You will see just the scorecard and a Reference text box. The “Reference” box is optional — you can use this to describe the basis or details of the review.

1. Continue by completing the scorecard as usual and clicking Complete