Individual Review Scores vs. Category Scores in Zendesk QA
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 category averages rather than conversation averages. A negative fail category does not fail the entire conversation, allowing for analysis across agents independent of errors in fail categories.
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…
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%…
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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