Conduct Reviews

After a queue is configured, the assigned reviewers can start reviewing the conversations that are fetched into the queue. A conversation can be reviewed more than once. Each reviewer can add a comment or a tag to a conversation.

Conduct allows you to assign reviewers at multiple levels in a queue, without any restriction on the maximum number of reviewers or review levels. In a queue, if you assign reviewers at multiple levels, then the upper level reviewers can assess the tags and comments applied by the lower level reviewers, and add their tags or comments based on their evaluation.

There can be reviewers at the first level, multiple middle levels, and at the last level. These reviewer roles have the following characteristics:

• Reviewers at the last level cannot escalate a conversation to another level.

• Reviewers can assign a conversation to another reviewer at the same level.

• Reviewers can claim a conversation if it is in the new, opened or escalated state (not if it is claimed by another reviewer).

• Reviewers cannot view a conversation that is claimed by or assigned to other reviewers.

The following topics provide detailed information on Conduct Reviews: