The pass rate helps you evaluate the quality of customer interactions by determining whether each review passes or fails based on a predefined baseline score. You can review the pass rate on the Reviews dashboard to track performance and ensure that your standards are being met.
This article contains the following sections:
- Calculating the pass rate
- Viewing the pass rate
- Viewing reviewer and reviewee performance
- Viewing scores by reviews
Calculating the pass rate
The pass rate is calculated based on the baseline score set for the Internal Quality Score (IQS). Each review results in either a pass or fail.
- Pass if the review score is 80% or higher.
- Fail if the review score is 79.9% or lower.
The pass rate calculation is the sum of passed reviews divided by the total number of reviews.
Note: The default baseline is set to 80%. If you need to change the baseline, contact Zendesk customer support.
Viewing the pass rate
View the Pass rate card on the Reviews dashboard. This card provides a quick overview of the pass rate for your team.
Viewing reviewer and reviewee performance
The Reviewer performance and Reviewee performance cards provide detailed information about the pass rate for individual users. This includes:
- Pass rate for a particular user
- Periodic change (%) in the pass rate for that user
- Number of passed reviews
Viewing scores by reviews
The Score by reviews card includes a column that shows the outcome of each review, indicating whether it was a pass or fail.Each review will have an outcome of either Pass or Fail.