This article helps you understand how to interpret and use the different Reviews dashboard cards in Zendesk QA to evaluate agent performance and identify areas for improvement.
This article contains the following sections:
- Understanding rating categories
- Calculating Scores by category
- Understanding individual review scores
- Calculating IQS
- Calculating category scores
- Calculating CSAT
Understanding rating categories
When setting up rating categories, your team will use different weights for each category. Critical categories have a weight of 0.05 because they are either pass or fail. See Deciding what rating categories to use.
Calculating Scores by category
The highest possible rating for an agent is always 100%, as the score is calculated based only on the rated categories and not the skipped ones.
Where the data comes from
The Scores by category card compares scores by category per agent. It does not compare conversation averages for agents but category averages.
Each column shows the average of the category ratings given to a specific agent. The Average column calculates the overall value of those averages. Differences can arise when not all reviews have the same number of ratings.
Understanding individual review scores
To find out the exact conversation scores for your agent, use the Scores by reviews dashboard card.
If you want to find out the category scores for your agents, independent of fail categories, use the Scores by category card.
The main difference is that a negative fail category will not fail the entire conversation. This allows you to analyze those categories across agents, independent of the errors they might have made in fail categories.
Example of individual review scores
For example, in the scenario below there are 5 categories.
Agent A received the following ratings:
The review score here is calculated:
review_score = (cat1_score * cat1_weight + cat2_score * cat2_weight + ...) / (cat1_weight + cat2_weight + ...)
In this case, this means:
review_score = (request_Score * 0.05 + clarification_score * 2 + explanation_score * 2 + writing_score * 0.5 + internal-data_score * 1) / (0.05 + 2 + 2 + 0.5 + 1) >> unless request_Score < 50%, then 0%
In the Reviews dashboard, these numbers are rounded.
The review score of conversation 5 is zero because the fail category automatically sets this to zero.
Taking these same reviews together as category scores gives the following data.
Agent A:
In the Score column, the average score for Agent A is shown across all categories that were rated. It is counted as the average of the row, meaning the average scores per category for that agent were counted.
The average per category highlights opportunities for improvement more explicitly than the average per conversation. It’s a less granular view.
Calculating IQS
IQS, or your Internal Quality Score, is the result of your conversation reviews. The average of all your reviews is calculated as follows:
IQS = (review1_score + review2_score + ….) / number of reviews
| Review | Review Score |
|---|---|
| 1 | 100.00% |
| 2 | 9.91% |
| 3 | 63.96% |
| 4 | 90.99% |
| 5 | 0% |
| IQS | 52.97% |
IQS = (100% + 9.91% + 63.96% + 90.99% + 0%) / 5 = 52.97%
Calculating category scores
Refer to the table below to understand how category scores are calculated.
Calculating CSAT
Use the following to understand how CSAT is calculated.
Normalizing scores:
- Binary scale (or Good, Bad) 100, 0
- 3-point scale 100, 50, 0
- 4-point scale 100, 66, 33, 0
- 5-point scale 100, 75, 50, 25, 0
- Divide the sum of all normalized responses by the sum of total possible maximum normalized scores.
