Managing and Troubleshooting Contact Centre Referee Forms

This article explains how to manage and troubleshoot referee (reference) forms and templates for the Contact Centre industry using the platform's reference process.

Summary

• You cannot edit a referee form after the referee has already been sent the link. To apply corrections, remove the existing referee entry and add it again with the corrected form or details.
• Verify that a Contact Centre-specific referee form/template is configured before sending referee requests.

Managing referee forms and templates

Key point

• Once a referee link has been sent, the associated form cannot be changed. Any corrections require removing the referee entry and re-adding it so the updated form is used.

Recommended workflow

1. Before sending referee requests, confirm the correct referee form/template is selected for the role or industry (e.g., Contact Centre).
2. If you discover an error after sending the referee link:
   • Remove the referee entry from the candidate’s references.
   • Make the required changes to the referee selection or template.
   • Re-add the referee and resend the referee request so the corrected form is used.

Verifying Contact Centre referee forms

• Confirm that a Contact Centre referee form/template is configured and available in your reference templates before sending any referee links. If the Contact Centre form is not set up, create or enable a Contact Centre referee form/template so requests use the correct industry-specific questions.

Troubleshooting checklist

• If a referee was sent the wrong form:
  • Do not attempt to edit the sent form (edits cannot be applied to an already-sent link).
  • Remove the referee entry and re-add it after selecting or creating the correct form.
• If Contact Centre referees are receiving a generic or incorrect form:
  • Check that a Contact Centre-specific referee form/template exists and is selected for that workflow.
  • If the Contact Centre form is not present, add or enable it prior to re-sending referee requests.

Conclusion

• Because sent referee links cannot be modified, always verify the correct template (for example, Contact Centre) before sending. If a change is needed after sending, remove and re-add the referee so the updated or correct Contact Centre form is used.