Verified AI summary ◀▼
Admins and workspace managers can customize workspace settings by editing names, colors, and general settings. You can enable unbiased grading to hide other reviewers’ feedback, allow agents to review their own conversations, and set a default reviewee to direct feedback. Remember, deleting a workspace removes all data and cannot be undone.
Admins and workspace managers can set up and edit the workspace’s name and representative color. They can also configure other workspace’s general settings, including activating unbiased grading to hide other reviewers’ feedback, allowing agents to review their own conversations, setting a default reviewee for direct feedback, and deleting a workspace.
To manage a workspace’s general settings
- In Quality assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
- Under Workspaces, click the name of the workspace you want to edit, then
click General.
- Configure the following workspace settings:
- Unbiased grading. When this option is selected, users with the reviewer role can't see reviews left by other reviewers, including AutoQA, in both the Activity and the Conversations view. Otherwise, AutoQA is visible under Activity.
- Self-reviews. When this option is selected, agents can review their own conversations. Reviewers, leads, and workspace managers can also use assignments to perform self-reviews. Agents can see the AutoQA scores for their own tickets. AutoQA remains visible to reviewers in the Conversations view when submitting self-reviews, even if the Unbiased grading option is selected. When the Self-reviews option isn't selected, AutoQA is not visible in the Conversations view.
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Default reviewee. Selecting a default reviewee ensures
feedback is directed to the most appropriate agent. Options include:
- Most active agent: The agent who sent the most replies in a conversation.
- Assignee: The agent assigned to the conversation.
- Click Save changes.