#360: Assessing the Quality of Agents' Work in Client Requests

For assessing the quality of agents' work with requests, the quality control module has a card called Quality Service Control

Setting Up Evaluation Criteria

1. Go to Settings > Quality Service Criteria.
2. Add your own categories and criteria, or edit the existing ones.
3. You can change the weight of each criterion. Weight is the index of the criterion's significance. The weight of each criterion is used to calculate the content quality index as a percentage. By default, all existing criteria have a weight of 1. If one criterion has a higher weight, its fulfillment/non-fulfillment will have a greater impact on the quality index than criteria with lower weights.

Assigning Reviewers

Assign employees responsible for checking the quality of service. These can be the same people responsible for checking the accuracy of linking and quality of articles, but you can also distribute these roles granularly among different people.

1. Go to Settings > Employee Management.
2. Select the employee you want to assign as responsible for quality service control.
3. Toggle the 'Quality Service' checkbox to Enabled.

How It Works

1. On a weekly basis, Swarmica makes a selection based on the percentage specified in Settings > Target Metric Values > QA SAMPLESIZE.
2. Requests where clients gave a satisfaction rating of 1 or 2 are prioritized in the selection. Then all other requests follow.
3. All tickets for assessment are distributed among employees assigned the role of QA Reviewer, and they receive an email notification with a list of requests for review.

Review

1. The review is done by marking соответствия to the criterion as Yes or No.
2. If No is selected, a field for a comment appears, where the Reviewer can explain their point of view and provide guidance to the agent on how to act correctly.

1. The agent receives an email notification with the corresponding assessment and comment: