| Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM) |
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.
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Understanding how the IQS is calculated
Your internal quality score (IQS) is based on your conversation reviews. It represents the average of all review scores received over a specified period, expressed as a percentage.
The IQS is calculated using the following formula:
IQS = (review_score1 + review_score2 + ...) / (number of reviews) * 100
For example, considering the following review scores scenario:
| Review | Review Score |
| 1 | 100.00% |
| 2 | 9.91% |
| 3 | 63.96% |
| 4 | 90.99% |
| 5 | 0% |
| IQS | 52.97% |
The IQS is calculated as follows:
(100% + 9.91% + 63.96% + 90.99% + 0%) / 5 = 52.97%
Understanding how category scores are calculated
When you set up your QA scorecard and define your categories, you also decide the rating scale for each category. This scale is used to determine the category score for an interaction.
It’s calculated using the following formula:
Category score = (score_selected - scale_minimum) / (scale_max - scale_minimum) * 100 And uses the following scores:
| Score | 1 | 2 | 3 | 4 | 5 |
| Binary scale | 0 | 100% | |||
| 3-point scale | 0% | 50% | 100% | ||
| 4-point scale | 0% | 33.3% | 66.6% | 100% | |
| 5-point scale | 0% | 25% | 50% | 75% | 100% |
Understanding how individual review scores are calculated
Each category on your scorecard has a weight value, represented as an integer from 0 to 100. To calculate the review score for an interaction, multiply each category's score by its weight, then divide the total by the sum of the weights.
If a critical category rating is below 50%, the score is automatically set to zero.
It’s calculated using the following formula:
Review score = (category1_score * category1_weight + category2_score * category2_weight...) / (category1_weight + category2_weight...) >> critical category < 50%, then 0% For example, consider the following scenario with five grouped categories with different weights, where the agent received the following ratings. Critical categories are marked with an asterisk (*).
| Review | Request*(1) | Clarification (3) | Explanation (3) | Writing( 2) | Internal Data (1) | Review Score |
|---|---|---|---|---|---|---|
| 1 | 100% | 100% | 100% | 100% | 100% | 100% |
| 2 | 100% | 0% | 0% | 100% | 0% | 30% |
| 3 | 100% | 0% | 100% | 100% | 100% | 70% |
| 4 | 100% | 100% | 100% | 0% | 100% | 80% |
| 5 | 0% | 100% | 100% | 100% | 100% | 0% |
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