QA scoring
Review real replies against a rubric, so quality is coached rather than assumed.
What is it?
A quality-assurance module for sampling handled tickets and scoring them against criteria — accuracy, tone, completeness, process compliance — with feedback attached to the agent record.
Why does it exist?
Response time is easy to measure and quality is not, so most desks manage only the first. QA scoring gives the second number a real value.
How does it work?
1
Agree the rubric with the team before scoring anything.
2
Sample a fixed number of tickets per agent per month.
3
Score against the rubric and leave specific written feedback.
4
Review trends in one-to-ones, not just the individual scores.
WHO USES IT
Team leads
Managers
WHAT MANAGEMENT ACHIEVES
Coaching based on evidence, and a defensible basis for promotion and appraisal.
In practice
Scores show a consistent weakness in explaining next steps; a single training session lifts the whole team’s satisfaction rating.
See this screen in the real software:
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