Pick up the handoff.
Find customers waiting after an AI handoff, claim the follow-up, and open the conversation. Possible missed promises are labeled as AI findings for a person to check.
Quality & coachingBetter service.
Better service.
Beyond the score.
Find customers still waiting. Give recurring problems an owner. Help people improve with reviews and coaching tied to the conversations they handle.
A missed reply.
A chance to put it right.
Quality starts with the customer who needs you now. Then follow the cause, the coaching, and the outcome, so a review leads to something useful.
Work queuePeopleResults
Work queue
Human reviewPick up what’s waiting.
Customers waiting
UnclaimedDelivery question handed to the team
No human reply has been observed since the AI handoff.
Inspect the handoff
Read the conversation and what remains unresolved. Claim the follow-up in the workspace, then reply through the connected support tool. The waiting item closes when a human reply is observed.
Possible missed promises are AI-detected and wait for a person’s check.
Issues to fix
Owner: AlexCustomers keep chasing quote status
Related conversations stay with the issue.
Follow the fix
Assign the cause to an owner, record the proposed change in Tracker, and check whether it helped before closing the issue.
Coach from the conversation.Review AI draft scores with source evidence. Track follow-up and customer recontacts where history permits. These measures do not rank employees.
Current app workflow with fictional records. Features depend on connected sources and workspace access.
Fix what keeps coming back.
Turn recurring issues into owned work on the Tracker. Record the fix you try and whether it helped, with the contact evidence nearby.
Make coaching specific.
Work through review rounds, check the source conversation, and bring examples into coaching sessions. Reviewers can question a draft score and calibrate their standard together.
Follow the customer outcome.
See measured repeat contacts alongside the review program. The reporting window, identity coverage, and provisional results stay visible. AI drafts and customer outcomes are not used to rank people.
Questions,
answered.
Are reviews decided by AI?
AI drafts the review; people check it against the conversation. Reviewers can adjust a score, answer a dispute, and calibrate the criteria.
What counts as a waiting customer?
A recorded AI-to-team handoff with no person’s reply after the configured wait. AI-detected promises are shown separately until a person checks them.
Can we use our own standards?
Yes. Configure criteria and examples, compare reviewer judgments, and version changes for future reviews.
Does a better review score prove better service?
No. Customer outcomes are measured separately. Recontact results need a settled follow-up window and enough linked history; early or incomplete results are labeled.