Understanding Zendesk's Internal Quality Score (IQS)
What is the Internal Quality Score (IQS) in Zendesk?
The Internal Quality Score (IQS) in Zendesk is a percentage that represents the average of all your customer support ticket reviews.
To calculate the IQS, you sum up all the review scores and divide by the number of reviews, then multiply by 100. This score helps you gauge the quality of your customer support interactions based on your defined QA scorecard. For more details, visit theoriginal link.
More related questions
How do you calculate a category score in Zendesk's QA scorecard?
In Zendesk's QA scorecard, a category score is calculated based on a custom point scale you define. The formula is: Category score = (scoreselected - scaleminimum) / (scalemax - scaleminimum) * 100. This allows you to evaluate specific aspects…
How is a review score determined in Zendesk?
A review score in Zendesk is determined by weighing each category score according to its importance. To calculate it, multiply each category's score by its weight, sum these values, and then divide by the total of the weights. This weighted average…
What role do custom categories play in Zendesk's IQS calculation?
Custom categories in Zendesk's IQS calculation allow you to tailor the evaluation criteria to your specific needs. By defining these categories and their point scales, you can focus on the aspects of customer support that matter most to your…
Why is it important to understand category and review scores in Zendesk?
Understanding category and review scores in Zendesk is crucial for accurately assessing the quality of customer support interactions. These scores provide insights into specific areas of performance, allowing you to identify strengths and areas for…
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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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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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