Benefits of Different Rating Scales in Zendesk QA
What are the benefits of different rating scales in Zendesk QA?
Choosing the right rating scale in Zendesk QA can significantly enhance the accuracy and consistency of your quality assessments. Smaller scales, like binary or 3-point scales, are ideal for quick and consistent reviews across a large volume of tickets. They simplify the grading process, making it faster and more efficient. On the other hand, larger scales, such as 4-point or 5-point scales, provide more depth and are better suited for programs with a strong emphasis on coaching. These scales encourage critical thinking and offer more detailed feedback, although they may take longer to grade.
For more detailed information, you can refer to theoriginal Zendesk help article.
More related questions
How do I choose a rating scale for the Zendesk Starter Plan?
If you're on the Zendesk Starter Plan, you can select a rating scale for your entire account. This is done by navigating to Settings > Account Settings > Scorecard. From there, you can choose one of the available rating scale types. Additionally,…
Can I choose different rating scales for different categories in Zendesk?
Yes, if you're on the Professional, Advanced, Growth, AI Suite, or Enterprise Plans, you can choose a different rating scale for each category. This flexibility allows you to mix and match scales in scorecards and workspaces, tailoring the…
What are the differences between binary and 5-point scales in Zendesk QA?
Binary and 5-point scales in Zendesk QA serve different purposes. A binary scale is the simplest, offering a quick and consistent way to grade interactions as either 'good' or 'bad.' It's ideal for large volumes where speed is crucial. In contrast,…
How can I display rating scales as emojis in Zendesk QA?
In Zendesk QA, you have the option to display rating scales as emojis instead of numbers. This can be set up in the Scorecard settings. Whether you're on the Starter Plan or other plans like Professional, Advanced, Growth, AI Suite, or Enterprise,…
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