This article describes how to decide on rating categories for reviewing conversations in Zendesk QA. Proper rating categories help streamline the review process and ensure consistent quality assessments.
This article contains the following sections:
Phrasing categories
Deciding how to phrase your rating categories is crucial for clarity and ease of use.
To phrase your categories
- Keep the names of your categories simple to maintain a clean and user-friendly interface.
- If additional context is needed, add details in the description when editing a category. This description will show when you hover over the category name.
For example:
Category - Solution
Description - Did the agent provide a solution or a workaround for the customer?
Common rating categories
There are countless ways to build a rating system. The key is to find what works best for your team.
The most commonly used rating categories in Zendesk QA are:
- GPS (Grammar/Punctuation/Spelling) - Did the agent use correct spelling, grammar, and punctuation? (Available as an AutoQA category)
- Understanding/Root cause analysis - Did the agent understand the issue and its root cause fully? (Available as an AutoQA category)
- Process/Technical knowledge - Did the agent use the correct process and offer a correct solution according to internal guidelines? (Solution is available as an AutoQA category)
- Tone of voice - Was the response personal and 'on brand'? (Available as an AutoQA category)
- Next issue avoidance/Going the extra mile - Did the agent anticipate any upcoming issues and go the extra mile to help solve them?
- Documentation - Did the agent document everything correctly internally?
Using different weightings
Adjusting the weighting of different categories can highlight what is most important to your company when responding to customer requests.
To use different weightings
- Reflect your company and team values in the weightings.
- Adjust the weightings to demonstrate the importance of each category. For example, understanding the root cause of an issue might be more important than documentation.
- Refer to the Internal Quality Score (IQS) calculation guide to adjust your weightings accordingly.
Critical rating categories
Critical rating categories are those that, if missed, result in an automatic failure for all categories in that review, leading to a score of 0%. This can be useful for tracking regulatory compliance, for example.