Common Rating Categories in Zendesk QA
What are some common rating categories in Zendesk QA?
Common rating categories help streamline the review process in Zendesk QA.
Some of the most frequently used categories include GPS (Grammar/Punctuation/Spelling), Understanding/Root cause analysis, Process/Technical knowledge, Tone of voice, Next issue avoidance/Going the extra mile, and Documentation. These categories cover a range of aspects from communication skills to technical knowledge, ensuring a comprehensive review of agent performance. Each category can be tailored to fit the specific needs of your team.
More related questions
How should I phrase rating categories in Zendesk QA?
Phrasing your rating categories clearly is essential for a user-friendly experience. To ensure clarity and ease of use, keep the names of your categories simple. If additional context is needed, you can add details in the description when editing a…
How can I use different weightings for rating categories in Zendesk QA?
Using different weightings for rating categories can emphasize what's most important to your company. To adjust weightings, reflect your company and team values in the weightings you assign. For instance, if understanding the root cause of an issue…
What are critical rating categories in Zendesk QA?
Critical rating categories are essential for ensuring compliance and quality in Zendesk QA. These categories are so important that if they are missed, it results in an automatic failure for all categories in that review, leading to a score of 0%….
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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?”
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“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.”
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