In this section, you can see a detailed analysis of the number of articles being checked at different stages: checked and unchecked, as well as their percentage ratio.

You can configure the quality control criteria for content in the settings in the "Content Quality Criteria Management" section.

Main Indicators of Content Quality Control

At the top of the page, there are blocks with the main indicators of content quality control.

Reviewers - the number of employees assigned as reviewers. By the "Reviewers" link, you can access the Settings - Manage Employees section, where you can assign or reassign reviewers.

Total for review - the number of articles sent for review in the last week. If any articles were not checked within a week, they are added to the articles sent for review in the new week.

The selection of articles for review occurs automatically every week on Sundays at midnight UTC.

Remaining to check - the number of articles sent for review but not checked at the moment.

Review progress - the percentage ratio of the articles checked in the last week to the total number of articles sent for review in the last week.

List of Reviewers

Below the main indicators, there is a list of content reviewers and individual indicators for each reviewer. The list is shown in the form of a table with the following columns.

Assigned - the number of articles assigned to the reviewer for the last week.

Awaiting review - the number of articles assigned to the reviewer but not checked.

Checked - the number of articles checked by the employee in the last week.

Progress - the percentage ratio of the articles checked in the last week to the total number of articles sent for review in the last week.

In the footer below the list, there is a "Redistribute workload" button:

It allows you to distribute the remaining articles to be reviewed evenly among the reviewers.

Reviewer's page

By clicking on the name of the reviewer in the list of reviewers, you can access the reviewer's page with their personal characteristics:

At the top of the page, there are blocks with personal indicators.

Total for review - the number of articles sent for review in the last week. If any articles were not checked within a week, they are added to the articles sent for review in the new week.

The selection of articles for review occurs automatically every week on Sundays at midnight UTC.

Remaining to check - the number of articles sent for review but not checked at the moment.

Checked - the number of articles checked in the last week.

Under dispute - the percentage ratio of checked articles that have been appealed to the total number of checked articles.

The list of articles for review is presented in the form of a table with the following columns:

Article - the title of the article. By clicking on the title, you can go to the article review page.

Author - the author of the article.

Creation date - the date the article was created.

Number of ratings - the number of clicks by customers on the "Helpful" - "Not helpful" ratings at the bottom of the article they were offered at the ticket creation stage.

Total rating - the balance of customer ratings. For example, if customers clicked "Helpful" twice and "Not helpful" once, the total rating will be calculated as 2-1=1.

At the bottom of the page, the total number of articles, the option to choose the number of visible articles per page, and pagination, if there are more articles for review than fit on one page, are indicated.

The principle of content quality control can be seen in a separate article**.

Author's page

Review results come to the author by email. In addition, the author can disagree with the received rating and file an appeal. To view and dispute the ratings, they need to go to the "Quality Control" section and select "Content Quality Control":

A list of checked articles will open:

By clicking on the article title, the page with the result of the article review for each criterion opens:

Near the "No" answer, reviewers can leave an expandable comment:

The agent can file an appeal by writing a comment in response to a negative rating. After that, the article rating acquires the status of disputed and moves to the "Content Quality Control" section to disputed ratings:

The agent will receive notifications about all responses to appeals. The reviewer can write a new comment in response or change the rating, agreeing with the appeal.