This guide explains the review status workflow in Coach work. It details how reviewers can use test or draft status for reviews, how agents can raise Revision Requests on reviews, 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 Revision Request status that agents can use to formally dispute a review, and 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 |
| Revision Request | Flagging a Completed review for reassessment when an agent disputes the scores or comments. | Agent (submits) / Reviewer or QA Manager (resolves) | Yes. Agent can see the request status and outcome; review remains visible throughout |
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