Review a sample of support conversations against a quality checklist

A reviewed score sheet of support conversations for team discussion, with nothing recorded against a person.

Choose one of two approaches. The steps for that option appear below.

Choose an option above. On a phone, swipe the tabs left or right to see all options →

Google Workspace with Gemini (Docs, Sheets, Slides): scores each row

Each conversation is a row; Google Workspace with Gemini (Docs, Sheets, Slides) drafts a category or score per column.

  1. You

    Pick sample and checklist

  2. Google Workspace with Gemini (Docs, Sheets, Slides)

    Draft scores in Sheets

  3. The reviewer

    Check each quote

  4. You

    Re-score 3 by hand

  5. You

    Decide on the sheet

  1. Pick the sample and the scoring checklist

    Use: You

    Have ready: conversation list and scoring checklist. Pick the sample of conversations.

    Check

    Scoring checklist items are written down.

  2. Draft scores with Fill with Gemini

    Use: Google Workspace with Gemini (Docs, Sheets, Slides)

    Conversations sit in a Google Sheets table with the scoring checklist and output columns; Fill with Gemini drafts a score and evidence quote per item.

    Details

    What to paste into the tool

    For each scoring checklist item below, draft a score of met, partly met, not met or still to confirm. Give one exact quote from the conversation for each score, or write still to confirm if evidence is missing. Use only the supplied text. Scoring checklist: [paste scoring checklist] Conversation: [paste conversation]

  3. Check each draft score and its quote

    Use: The reviewer

    Check each draft score and its quote against the conversation; correct the sheet.

    Check

    Each quote is exact and supports the score; unclear items are marked as not known.

  4. Re-score three conversations by hand and compare

    Use: You

    Re-score 3 conversations by hand and compare with the corrected sheet; write an agreement note.

    Check

    Differences are explained. If many differ, stop and revise the scoring checklist.

  5. Approve or hold the score sheet

    Use: You

    Read the sheet start to finish once more, then give a clear go/no-go note: ready to discuss with the team.

    Check

    Check nothing has been sent or published, and every "still to confirm" is still marked.

Before you paste into any AI tool, remove any confidential information. Put it back at the end.

Tools in this workflow

Final check

Re-score at least 3 conversations by hand and compare with the draft scores.

Every score has a quoted line from the conversation as evidence.

No score is shown to a team member until the lead has reviewed it.

Check the result against your original inputs. Approve it before sharing or acting.

What still needs checking
  • Whether the team scoring checklist is final.
  • Tool permission for conversation text.

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