Some actions in our implemented cases have quite long checklist (could be up to 50 questions). When these actions are sent to Peer Review it would be great if a Peer Reviewer could leave comments at checklist question level. At the moment they cannot edit this area but if they could add a Peer Review comment in their own comment area that would really cut down on time and effort.
Our Peer reviewers today have to compose one big review message, referencing checklist questions and leave it all in the one Peer review message box and this then needs to be dissected by the agent when the action is returned to them.
Previous agent comments and peer review comments should be preserved for audit purposes and labelled with time date and user each update