Every time a customer needed a rep, AutoBook reviews it overnight once the rep's part is over: a rating from 1 to 5 with reasons and quotes. Managers work the reviews on Rep review (web) and can Message <rep>; reps see their own under My reviews.
Rep review (left menu, under Reports, web only) shows how each rep handled the customers who needed them. Managers are not paged when a rep falls behind: AutoBook Agent answers the customer, the work stays with the rep (they own their customers), and the rep's handling shows up here the next morning. A rep sees the same menu entry as My reviews, with only their own reviews. The number beside it counts the reviews waiting for you.
Working your reviews (managers)
1
Open To review
Open Rep review. The page has three tabs: To review, Reviewed and Reps. To review lists the episodes worth a look, each with one signal: Dropped (red), Late (amber) or Good example (green).
2
Read the review and the conversation
Each review gives the rating, a short summary, what went wrong and what went well, each backed by a quote from the conversation or call. Open the conversation and it jumps to a red line, <Rep> needed from here, where the rep was first needed.
3
Act on it
Press Message <rep> to send the rep a note about this customer, or Mark reviewed if nothing more is needed (with Undo). The ⋯ menu has Disagree with the rating and Not this rep's customer (with Undo).
Which customers get reviewed, and when
An episode is any time a customer needed a rep: a request for a person or a ready buyer, a question AutoBook Agent asked the store, a customer on Approve first, a service request, a promise or task, or a visit to log. Overlapping needs for the same customer and rep are one episode.
AutoBook reviews each episode once, overnight, after the rep's part is over: the job is done, or 48 hours pass with nothing more said. It reads every channel, including call transcripts. Conversations AutoBook Agent handled on its own are never reviewed. Episodes that went fine go straight to Reviewed, so To review holds only what is worth your time.
What the ratings mean
| Rating or signal | What it means |
|---|
5 | Fast, complete, every promise kept. |
4 | One minor miss. |
3 | Slow or incomplete. |
2 | A question left unanswered for hours, wrong information, or a broken promise. |
1 | The customer was never contacted, or left with the need unmet. |
Dropped | The episode ended with the customer still waiting, or the rep never reached them. A dropped episode is rated 2 or lower. |
Late | The rep's first touch came after the deadline, counted on the rep's own working hours (for example 30 working minutes for a new lead). |
Good example | A strong episode (rated 4 or 5), picked about once a week per rep so good work is seen too. |
Anything the review says went wrong must quote the conversation or call word for word; a point it cannot quote is left out.
Messaging a rep about a customer
Message <rep> shows for managers who can manage the team's customers. The message starts with "About <customer>: " and can be up to 500 characters.
- The rep gets one row on To do with the kind word Rep review and your message in quotes.
- The customer's record gets a note that you asked the rep.
- When the rep presses Done, they can add a reply (Reply to <manager> (optional)). The review then shows their reply and moves to Reviewed.
Reviews never add rows to a manager's own To do.
The Reps tab
Reps has one line per rep for the period: average rating, how many times they were needed, done, dropped, median first touch in working minutes, how much is still open, the change from last week, and anyone who has never signed in.
What reps see
Reps see their own reviews as soon as they are written:
- On the web: My reviews, in the left menu under Reports, read-only, with the rating, reasons, quotes and any message from the manager.
- In the app: Me, then My reviews, beside Performance.
If a manager disagreed with a rating, the review says Your manager disagreed with this rating. An episode the manager marked as not the rep's customer is hidden from them.
Why is a review marked Dropped when the rep did reply?
Dropped means the customer was still waiting when the episode ended: their last message had no answer from the rep. Open the conversation from the review to see where it stopped.
The review blames the wrong rep. What do I do?
Open the ⋯ menu and choose Not this rep's customer. It leaves the rep's average and their My reviews, and you can Undo it.
I think the rating is wrong.
Choose Disagree with the rating in the ⋯ menu and add a note. The rep sees that you disagreed.
Does AutoBook Agent's own work get reviewed here?
No. Only episodes where a rep was needed are reviewed.
Can I see reviews in the app?
Reps see their own under Me → My reviews. The managers' Rep review page is on the web.