QA rating through the KQA

Although QA teams, including QA experts and Admins, use the Kaizo QA rating tool more and more every day, it is still a time-consuming activity for Team Leads and QA experts.

Our client research showed that the Team Leads who are also QA raters spend their time mostly inside the ZD environment and, therefore, normally find tickets for potential QA rating directly in there.

🔍 To qualify a ticket for QA rating, a TL may notice significant improvement in an agent's performance or if a critical mistake needs immediate clarification for the agent.

Normally, it takes a few steps to QA rate the ticket you pick:

1. Note or copy the ticket number into Kaizo Village.
2. Locate the agent and select the appropriate week for rating.
3. Swap a suggested ticket with the chosen one in the queue.
4. Rate the ticket and leave a note.
5. Return to the ZD queue.

🚀 For a quicker, streamlined process, and to save time without leaving Zendesk, try QA rating through the Kaizo Quick Access tab!

Let's check it out together!

1. Click on the Kaizo Quick Access tab and select "Rate IQS"

2. Input manually or select the ticket to rate

     Pro-tip: If you have several ticket tabs open in ZD, when you click the drop-down menu, we will show you all of these ticket numbers to choose from. When clicked, the chosen ticket will open up inside ZD.

    Pro-tip x2: If you input the ticket manually, we will open it right away in Zendesk as well

3. Choose the Agent you want to rate

We will only show you the names of the agents that handled or had something to do with this ticket to avoid confusion about who gets rated.

The week will be added automatically based on the last touchpoint left by the agent on this ticket. Therefore, if the agent was supporting the ticket for 2 weeks straight, you only will be able to review it using the KQA-QA for the last week supported. 

4. Start QA rating as usual — choose criteria and leave Notes

5.  Don't forget to Submit your Rating

    Pro-tip: If after reviewing the handled conversation you conclude that your agent did a wonderful job, simply click the "Submit" button without any criteria clicked! It will give the maximum rating to the ticket and save you time. 

What happens after that? 

The rated ticket will be saved inside the Kaizo Village (both in the Scorecard and QA houses) for the agent and the week you chose. Your agent will be notified as usual that the QA rating has been done.

To learn more about QA rating tickets, please visit this link!