We understand that, where quality scores are used as a performance management (and bonus) metric, it's important to ensure that Agents and Team Leaders have the opportunity to challenge results in a methodical, constructive, fair and, most importantly, efficient manner.

However

It can also be useful to set a deadline as to when these queries must be opened which is why we're delighted to introduce Query Deadlines which restricts the opening of a new query when the evaluation publish date has gone beyond a certain timeframe.

For example (30 days). This helps the process to keep moving and avoids having to discuss evaluations from 4 or 5 years ago.

By default, the deadline is set to 2 years (720 days).