How to rate tickets?

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 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 Zendesk 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 ticket but also the ticket that is still being handled by your agent.  

1. Open an agent's Scorecard and scroll down to the Quality and Correctness category

2. Click  to open the QA rating criteria in the Scorecard

3. Select the QA scorecard to use to rate the ticket 
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 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 scorecard, you must clear the rating (clear all the checkboxes) before selecting another scorecard for the dropdown.

4. 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! 

5. 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. 

6. 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. 

P.S. 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.

7. What if I don't want to rate the ticket 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 ticket that was solved/handled by your agent that week:

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

Simply type in the ticket number without the number sign "#".

8. Review the results for the QA rating

After finishing with your Weekly QA ratings, overview the results of the agent inside the Agent Scorecard.

You will see the agent's result:

- Average result per each QA scorecard for the Week and Month

- Average result of the whole IQS (Internal Quality Score) for the Week and Month*

*The Average QA result for the week is calculated in the following way: (sum of all the QA ratings done per week/number of QA ratings done)

9. 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! 😀