Improve your output quality with our fully customizable QA rating. This feature will allow you to:
Rate tickets based on the criteria you define
Leave notes to provide real-time feedback
Randomize or choose the specific tickets to be rated
📝 Tickets can be rated directly from the agent's scorecard, you can simply go from one agents scorecard to the other to complete your ratings for the week.
📝 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 tickets need to be in the solved state to be available for rating.
1. Open an agent's Scorecard and scroll down to the Quality and Correctness category
2. Click on to open the QA rating criteria in the Scorecard
3. Select the template to use to rate the ticket
A default template may be in place, but you can either use it or create your own in the Settings.
Keep in mind that, at the moment, it is only possible to use one QA template to rate a ticket. This is why the dropdown will grey out when at least one rating criterion has been checked (meaning the ticket is being rated). If you wish to rate the same ticket with another QA template, you will need to clear rating (clear all checkboxes) before selecting another template for the dropdown.
4. Select which criteria were achieved
Depending on how you've set up the criteria, you can either add or deduct points from the total amount. Made a mistake? No problem you can always un-check the criteria!
5. Leave some notes as comments to the agent
Additional qualitative 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.
6. Complete the ratings for the week and lock the ratings
Close the loop by locking rating for the week. Agents will receive a notification to let them know their QA ratings are ready for them to review.
⚠️ Before rating tickets make sure you have set up the QA templates. QA template can be added and adjusted in the settings. See here the steps to follow.
Happy rating! 😀