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Review a Lead's Compliance Tab

Goal: Check the compliance rating and feedback recorded against a lead, understand what the manager has assessed, and act on any concerns raised. Who does this: Compliance Before you start: You need access to the lead's profile. The Compliance tab is populated by a manager's review — if it is empty, no rating has been left yet.

Steps​

  1. Compliance Open the lead profile. Go to Leads → General, find the lead, and click their name.

  2. Compliance Navigate to the Compliance tab. Click the Compliance tab in the lead profile. This tab shows the manager's rating and written feedback for the agent's handling of this lead .

  3. Compliance Read the rating and feedback. Review the score and any comments the manager has left. This reflects their assessment of the agent's calls and interactions with the lead.

  4. Compliance Determine whether action is needed. If the feedback surfaces a conduct issue, a potential complaint, or a pattern requiring escalation, take the appropriate next step — for example, raising a formal complaint or following up with the relevant manager directly.

What happens next​

No system state changes when you review the tab — it is a read-only view of the manager's assessment. If you identify an issue during your review, the next step is outside this tab: file or review a complaint, or escalate via your internal process.

To verify: confirm the Compliance tab displays the rating and feedback you expected. If the tab is blank, the manager has not yet submitted a review.

  • Reference: The Compliance Tab
  • Concepts: How a Lead Moves Through the System