# 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.

![](https://support.swarmica.com/attachments/-/1/-1c6r1mO3AciKW65_a/image.png)

## 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](https://support.swarmica.com/article/ru/211-ru.html), 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**.

![](https://support.swarmica.com/attachments/D/U/DUBG8hJksYcUFOUB_a/image.png)

## 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.

![](https://support.swarmica.com/attachments/i/l/ilHkxo1caI66Wj4U_a/image.png)



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

    ![](https://support.swarmica.com/attachments/I/6/I60yaZtpSwCbSSE6_a/image.png)