Overview
TODO is the quality review task queue in Ender Turing. It lists conversations assigned to reviewers for scoring with scorecards. Each TODO item links to a conversation that needs to be evaluated. From the TODO page you can track active assignments, view completed reviews with scores, manage excluded items, and — if you have the right permissions — view other reviewers' queues or reassign conversations between reviewers.
TODO items are typically created automatically by Enders (automations) that match conversations to reviewers and scorecards. Items can also be created through manual assignment.
How to Find TODO
Open TODO from the main navigation. A badge next to the menu item shows the count of your active tasks, with color indicating workload:
Green — 30 or fewer active items
Orange — 31 to 60 active items
Red — more than 60 active items
How It Works
The TODO page displays a table of review tasks organized into three tabs:
Active records — Conversations waiting to be scored. Each row shows a progress bar indicating what percentage of the scorecard has been auto-scored by the system. You open these items to complete the manual portion of the review.
Completed records — Conversations that have been fully scored. Each row shows the final score as a fraction and percentage (for example, "12/15 (80%)").
Archive — Conversations excluded from the review queue. Hover over an item to see the exclusion reason.
The Active and Completed tabs show a badge with the total count of items in that category.
Table Columns
Column | Description |
Agent Name | The agent on the conversation. Click the name to navigate to the agent's summary page. |
Conversation Date | When the conversation took place. |
Team | The agent's team. Click to navigate to the team. |
Scorecard Name | The scorecard assigned for evaluation. If the scorecard was changed after assignment, both the original (struck through) and current scorecard appear. |
Duration | Length of the conversation. |
Added by | The Ender (automation) or user that created the task. Dispute tasks show a Dispute label. |
Status | On the Active tab, a progress bar showing auto-scored percentage. On the Completed tab, the final score. |
Reviewer | Shown only when viewing all reviewers at once. |
Most columns are sortable — click a column header to change the sort order. The Reviewer, Status, and Actions columns are not sortable.
Opening a Conversation for Review
Click the conversation icon (avatar) in any row to open the conversation in the review interface, where you can listen to or read the conversation and submit your scorecard scores. Once you complete the scoring, the item moves from the Active tab to the Completed tab.
Filtering by Task Type
When disputes are enabled, a Task Type toggle appears above the table with two options:
Initial — Standard review tasks created by an Ender or through manual assignment.
Dispute — Tasks created when an agent disputes a previous review score. A reviewer is selected to re-evaluate the conversation.
Both types are selected by default. Select one to filter the list down to that type.
Viewing Other Reviewers' Queues
If you have the TODO: View permission, a Reviewer selector appears at the top of the page. It defaults to Me (your own tasks).
Select a specific reviewer's name to see their task queue.
Select All to see tasks across all reviewers. An additional Reviewer column appears in the table.
When viewing another reviewer's queue, you cannot exclude items from it. Exclusion is limited to your own queue.
Excluding Items
On the Active records tab of your own queue, select one or more items using the checkboxes, then click Move to excluded. A dialog prompts you to enter a reason — this is required. Once confirmed, the selected items move to the Archive tab.
Excluded items are removed from the active review workflow. The exclusion reason, the user who excluded them, and the timestamp are all recorded.
You can only exclude items from your own task queue.
Reassigning Conversations
On the Active records tab of your own queue, click the reassign icon on any row to open the Assign reviewer dialog. Select a reviewer from the list and click Assign to reviewer.
When reassigning:
The conversation transfers from your queue to the selected reviewer's queue.
The target reviewer must have the scoring permission to be eligible.
The target reviewer must not already have a TODO item for the same conversation; if they do, the reassignment will fail.
A system comment is automatically added to the conversation recording the assignment.
The reassign action is only available on the Active records tab and requires the TODO: Assign permission.
How TODO Items Are Created
TODO items enter the queue in two ways:
Automatically via Enders — Enders (automations) can be configured to populate the TODO list when conversations match certain criteria. The Ender selects the reviewer, assigns a scorecard, and calculates what percentage of the scorecard can be auto-scored. This is the most common way items appear.
Manual assignment — A user with the TODO: Assign permission can assign a conversation to a reviewer's queue directly. Manually assigned items show the assigning user in the Added by column.
Each conversation can appear in a reviewer's queue only once. If a conversation is already assigned to a reviewer, a duplicate assignment is prevented.
Dispute Tasks
When an agent disputes a quality review score, a new TODO item is created as a dispute task. Dispute tasks appear alongside regular tasks but are marked with a Dispute label in the Added by column.
Dispute tasks follow the same workflow as initial tasks: the assigned reviewer opens the conversation, re-evaluates it using the scorecard, and submits a score. The dispute task then moves to the Completed tab.
Use the Task Type filter to isolate dispute tasks from initial reviews when needed.
Access and Permissions
Action | Required permission |
View your own TODO tasks | TODO: View Own |
View any reviewer's tasks or all reviewers | TODO: View |
Exclude items from your own queue | TODO: View Own |
Reassign conversations to another reviewer | TODO: Assign |
Users with only TODO: View Own see their own queue and can exclude items from it.
Users with TODO: View can browse any reviewer's queue and use the All option to see tasks across all reviewers.
TODO: Assign enables the reassign action on active items. The target reviewer must have scoring permission.
The TODO page is also accessible to users in the Turing family regardless of the above permissions.
Important Details
A conversation can only appear once per reviewer in the TODO queue. Duplicate assignments are prevented.
The scorecard shown may differ from the originally assigned scorecard if it was changed during the review process.
The auto-scored percentage on the progress bar reflects how much of the scorecard was pre-filled by automation. The reviewer completes the remaining questions manually.
Completed items show the final score after the reviewer has submitted all scorecard answers.
Excluded items cannot be restored to the active queue from the TODO page. Exclusion is permanent within the TODO workflow.