Using different weightings for rating categories can emphasize what's most important to your company.
To adjust weightings, reflect your company and team values in the weightings you assign. For instance, if understanding the root cause of an issue is more critical than documentation, you can assign a higher weight to that category. This approach allows you to tailor the review process to align with your organizational priorities. For more detailed guidance, refer to the Internal Quality Score (IQS) calculation guide.
Phrasing your rating categories clearly is essential for a user-friendly experience. To ensure clarity and ease of use, keep the names of your categories simple. If additional context is needed, you can add details in the description when editing a…
Common rating categories help streamline the review process in Zendesk QA. Some of the most frequently used categories include GPS (Grammar/Punctuation/Spelling), Understanding/Root cause analysis, Process/Technical knowledge, Tone of voice, Next…
Critical rating categories are essential for ensuring compliance and quality in Zendesk QA. These categories are so important that if they are missed, it results in an automatic failure for all categories in that review, leading to a score of 0%….