Understanding Internal Quality Scores in Zendesk QA
Learn about the Internal Quality Score (IQS) in Zendesk QA and how it helps in evaluating workspace performance.
What is the Internal Quality Score (IQS) in Zendesk QA?
The Internal Quality Score (IQS) in Zendesk QA is an average of all the reviews across your selected workspaces or users. It provides a snapshot of performance by showing the average IQS across workspaces. Note that the average IQS may not match the total IQS overview, as it averages the column values without considering the number of reviews per workspace.
More related questions
How do I navigate to the Dashboard in Zendesk QA?
To compare reviews across workspaces in Zendesk QA, you need to start by navigating to the Dashboard view. Simply log in to your account, click the Dashboard icon in the sidebar toolbar, and then select 'Reviews'. This will take you to the…
How can I select workspaces to compare in Zendesk QA?
In the Dashboard view of Zendesk QA, you can select the workspaces you want to compare by using the Workspace filter. Simply locate the filter, select one or more workspaces from the list, and click away to close the dropdown. This allows you to…
How can I compare agent performance across workspaces in Zendesk QA?
In Zendesk QA, you can compare agent performance across workspaces using the Dashboard indicator cards. These cards allow you to evaluate performance in the same categories across different workspaces, which is especially useful for teams in…
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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