We’ve just shipped several big improvements to Reviews workflows. You can now
all from within EdgeTier.
Draft reviews
You can save a review as a draft at any point while filling it out — unfilled questions stay blank rather than defaulting to N/A. Drafts are private to the reviewer who created them. Agents never see drafts, and they don't affect any metrics. Come back to a draft whenever you're ready and submit it as Test or Completed when done.
Test reviews (for calibration)
Marking a review as Test lets QA teams run calibration exercises without affecting agent scores. Test reviews are visible to reviewers and QA managers on the Reviews screen, but agents never see them and they're excluded from agent performance metrics. Multiple reviewers can submit Test reviews for the same interaction independently, then compare scores side-by-side — the agent is unaffected throughout. When calibration is complete, a Test review can be promoted to Completed.
Completed reviews (with clearer naming)
The existing completion flow is unchanged in outcome but now has a clear label. Completed reviews are visible to agents, include the email notification option, and are counted in all metrics — same as before, just explicitly named.
Status column and filter on Reviews screen
The Reviews screen now has a Status column showing each review's current state. A new Status filter lets you view any combination of Draft, Test, and Completed reviews across all screens.