QA Rating tab

Improve your output quality with our fully customizable QA rating. This feature will allow you to: 

• Rate cases based on the criteria you define 

• Leave notes to provide real-time feedback 

• Randomize or choose specific tickets to be rated
  

📝  Tickets can be rated directly in the agent's scorecard. You can simply go from one agent's scorecard to the other to complete your ratings for the week.

📝  You can also do the QA rating right through the Salesforce page. To learn more about it, please visit this link. 

📝  Kaizo randomizes the tickets selected for ratings but you are in charge! Swap or search for a specific ticket number as needed. Keep in mind, you have an opportunity to rate not only the solved case but also the case that is still being handled by your agent.  

1. Open the QA house and Select the "Ratings" tab. Chose the agent you want to QA rate

2. Select the QA scorecard to use for rating  
A default scorecard will already be in place, but you can also create your own in Settings. 

💡Keep in mind that, for now, it is only possible to use one QA scorecard to rate a case.

3. Click  to open the QA rating pop-up window

4. Have a quick overview of Performance Metrics, Customer Sentiment, and Agent's Empathy Score

To quickly decide if the case is interesting or worth being QA rated, we quickly show you the overview of the metrics that contributed to this metric:

1. Average Customer's Sentiment for the Case
2. Average Agent's Empathy Score on the Case
3. First Reply Time (FRT) of the case (if applicable)
4. Reply Time (mean) (RT) of the case (if applicable)
5. Messages To Solve in the case
6. Number of times the case was Reopened
7. CSAT result of the case

⭐️ Move your mouse above the metric result to get more insights and understand why some metrics were highlighted for you. 

More about what information can be found in the top bar can be found in this link. 

Chose the case that you would prefer to QA rate by Setting up the Case Funnel in Settings. More about this can be found here. 

5. Select which criteria were achieved

Depending on how you've set up the criteria, you can either deduct or accumulate points from the total amount.

Made a mistake? No problem! You can always uncheck the criteria! 

6. Create a Note and provide feedback to the agents
The additional feedback makes it easier for agents to understand where and how they could have done better. Ratings with comments will also be shown first to the agent when reviewing their ratings. 

7. Complete the ratings for the week and lock the ratings 

Close the loop by locking the rating for the week. Agents will receive a notification letting them know their QA ratings are ready for them to review. 

⭐️ If you forgot to do another QA review, you can always unlock the week and add another rating or delete one of the existing ones.

💡How do we calculate  The weekly IQS value?

The weekly IQS value is determined as an average of all ticket ratings recorded within the given week, rather than an average of averages.

8. What if I don't want to rate the case from the list?

Suppose the ticket you opened in Kaizo is not up to your criterion to be monitored (for example, the ticket has no response to the customer inside). In that case, you have the option to swap it for another random case  that was solved/handled by your agent that week:

If you have a specific case that you would like to rate for this week, you have the option to input the case number that you want to rate:

Type in the ticket number without the number sign "#".

9. Review the results for the QA rating

After finishing with your Weekly QA ratings, overview the results of the agent inside the Insights tab

More about what can be found here visit this Help Center article. 

10. Start planning the Performance Improvement!

It is important to take action after the QA rating is completed:

• It could either be a simple acknowledgment and congratulation of the agent for achieving the great results
• Or starting to plan the extra tasks and coaching to ensure the improvement of the results

To learn more about the Post-QA rating process, have a look at this Help Center article!

Happy rating! 😀