Calculating Internal Quality Score (IQS) in Zendesk QA
How is the Internal Quality Score (IQS) calculated in Zendesk QA?
The Internal Quality Score (IQS) in Zendesk QA is calculated as the average of all your conversation reviews. For example, if you have five reviews with scores of 100%, 9.91%, 63.96%, 90.99%, and 0%, the IQS would be (100% + 9.91% + 63.96% + 90.99% + 0%) / 5, resulting in an IQS of 52.97%.
More related questions
How are rating categories weighted in Zendesk QA?
Rating categories in Zendesk QA are weighted differently based on their importance. Critical categories have a weight of 0.05 because they are either pass or fail. This means that these categories have a smaller impact on the overall score compared…
How is the score by category calculated in Zendesk QA?
In Zendesk QA, the score by category is calculated by comparing scores per category for each agent. The highest possible rating for an agent is always 100%, and it is based only on the rated categories, not the skipped ones. Each column in the…
What is the difference between individual review scores and category scores?
Individual review scores in Zendesk QA are calculated using the Scores by reviews dashboard card, which provides exact conversation scores for agents. In contrast, category scores are calculated using the Scores by category card, which focuses on…
How are CSAT scores calculated in Zendesk QA?
CSAT scores in Zendesk QA are calculated by normalizing responses on different scales. For example, a binary scale is normalized to 100 or 0, a 3-point scale to 100, 50, or 0, and so on. The sum of all normalized responses is then divided by the…
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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.”
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“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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