Tracking Reviewer Errors in Zendesk QA
How can I track where reviewers are going wrong in Zendesk QA?
In Zendesk QA, you can track where reviewers are going wrong by adding root causes to negative ratings on a unique scorecard. This helps in identifying specific areas of misalignment.
By filtering your dashboard specifically for the scorecard used to review reviewers, you can visualize performance and use the 'Categories' dashboard to dive deeper into areas where reviewers may be scoring too high or low. This method provides a traceable Internal Quality Score (IQS) for reviewers, allowing you to spot check and address discrepancies effectively.
More related questions
How can I grade the performance of my reviewers in Zendesk QA?
To grade the performance of your reviewers in Zendesk QA, you can perform spot checks using a unique scorecard. This process helps ensure consistency and accuracy in your quality assurance process. Start by creating a custom scorecard specifically…
What is the purpose of using a unique scorecard in Zendesk QA?
Using a unique scorecard in Zendesk QA allows you to specifically review the performance of your reviewers. This helps in identifying discrepancies and ensuring consistency in your quality assurance process. By creating a custom scorecard, you can…
How do I use a separate workspace and browser extension for reviewing reviewers?
To review your reviewers using a separate workspace and browser extension, you need to set up a few things in Zendesk QA. This method helps keep reviewer scores distinct from your main workspace. First, create a separate workspace in your account…
What are the benefits of using a separate workspace for reviewer evaluations?
Using a separate workspace for reviewer evaluations in Zendesk QA helps keep the scores distinct from your main workspace, ensuring clarity and organization. By creating a separate workspace, you can filter and track reviewer scores without mixing…
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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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