Analyzing Agent Performance in Zendesk QA
What information can I analyze about an agent's performance in a coaching session?
In a coaching session, you can analyze various aspects of an agent's performance. The right panel displays the IQS score, feedback score, score per category, quiz results, and comment feedback from reviewers. Additionally, you can see pins created under the agent's profile. This comprehensive view helps you understand the agent's strengths and areas for improvement.
More related questions
How do I set up a coaching session in Zendesk QA?
Setting up a coaching session in Zendesk QA is straightforward. Navigate to the Coaching section and select Sessions. Click on +Session, choose the agent you want to coach, and optionally select another team member as the coach. Enter a session…
How can I document a coaching session in Zendesk QA?
Documenting a coaching session in Zendesk QA is easy. In the session you created, you can add notes on the left panel. Include talking points, pins to discuss, action items, and personal notes that only you can see. This documentation helps keep…
Who can see the details of a coaching session in Zendesk QA?
Coaching sessions in Zendesk QA are private between you and the agent you're coaching. Both of you have the same view, except for any personal notes you add. You can also share the session with another manager to track progress. Once the session is…
What are coaching insights in Zendesk QA and how can they be used?
Coaching insights in Zendesk QA provide an overview of sessions, including the performance of both the coach and coachee, as well as the IQS. You can see if reviews have been seen or not. The graph shows review counts for agents you're coaching or…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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