Limitations of Calibration Reviews in Zendesk QA
What actions are not possible in calibration reviews in Zendesk QA?
In Zendesk QA, certain actions are not possible during calibration reviews. These include leaving a comment without a score, @ mentioning a user, adding a # hashtag, highlighting a conversation for later, and starting a dispute.
Additionally, you cannot see the 'review seen' status, reply to a review, leave a comment for the reviewee, review several reviewees, see the IQS, or see the review count. These limitations help maintain the focus on consistent scoring and feedback during calibration.
More related questions
What is calibration in Zendesk QA?
Calibration in Zendesk QA is a process where all reviewers rate the same batch of conversations to ensure consistent feedback. This practice helps align reviewers' evaluations, providing uniform feedback to agents regardless of who conducts the…
Who can perform calibrations in Zendesk QA?
In Zendesk QA, calibrations can be performed by Admins, Account Managers, Workspace Managers, Leads, and Workspace Reviewers. These roles have the necessary permissions to conduct and manage calibration sessions. Each of these roles plays a part in…
How do you set up a calibration session in Zendesk QA?
To set up a calibration session in Zendesk QA, navigate to your profile, select 'Users and workspaces', and then choose the workspace where you want to conduct the calibration. Click on 'Calibration' and set the visibility of the reviews. You can…
How is a calibration session conducted in Zendesk QA?
Conducting a calibration session in Zendesk QA involves navigating to the Tasks section and clicking the plus sign (+) to add a new session. You can also view previous sessions here. Set a deadline for the session, which can be extended if needed….
Where can you view calibration results in Zendesk QA?
Calibration results in Zendesk QA can be viewed in the Calibration Dashboard. The Internal Quality Score (IQS) of the workspace is not affected by these reviews, and no notifications are triggered. In the Calibration Dashboard, you can find the…
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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.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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