📣 Update: New QA scorecard concept

Did you know that more than 80% of our clients use the QA tool on a daily basis?

Because of this, optimizing our QA solution has become our top priority.

We are happy to present you with our brand-new setup for the QA scorecard! 

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1. Add a description to your custom criteria!

Communicate your criteria with clarity. By adding a description you will be helping your agents understand what your QA experts are looking for as they review customer interactions.

Simply hover your mouse over the question mark icon and the prescribed description will appear! Now agents can know, with more accuracy, what went wrong and where they can improve!

2. Set a limit on how many points each criteria / category is worth!

Optimize your QA scorecard by placing limits on the maximum points allocated to each criterion or category.

This feature helps the whole team! Now you and your agents can see how much they scored for each of the categories without needing to go through all your QA criteria.

To learn more about how to set up the limit and the description inside the Kaizo Settings, visit this Help Center article! 

3. Leave the QA Note and let your agents comment on it!

Let's keep the conversations going! Many of our users work in hybrid or complete remote teams. When a reviewer leaves a QA note, agents are now empowered to comment back!

More about the QA rating process can be found by following this link. 

4. Updated calculations for the "Total IQS (Internal Quality Score)" 

Inside the Agent Scorecard, you may notice our newest optimization to the Total IQS metric.

New calculation:

(SUM of All QA ratings) / The number of all QA ratings

Previously we calculated Total IQS by dividing the SUM of All Average results per QA Scorecard by the number of QA scorecards. Our new calculations will help you drive action with more accuracy.