This section is designed to assess the quality of employees' responses in requests. Here you can see the number and list of reviewers, the number of requests for review, checked requests, as well as the ratio of checked and unchecked requests. In addition, an agent who is not a reviewer will be able to see the ratings of their work and challenge them in this section.

Main indicators of service quality control

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

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

Total for review - the number of requests sent for review in the last week. If any requests were not checked during the week, they are summed up with the requests sent for review in the new week.

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

Remaining to be checked - the number of requests sent for review but not checked at the moment.

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

List of reviewers

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

Reviewer - the name of the reviewer.

Assigned - the total number of requests assigned to the reviewer in the last week.

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

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

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

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

It allows you to evenly distribute the remaining requests for review 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 described in the previous paragraph 'List of reviewers'.

Below is a list of requests divided into the following tabs, between which you can switch:

For evaluation - a list of requests requiring review. By clicking on the request title, you can go to the request review page.

Challenged - a list of requests for which the author's response (appeal) has been received.

Your ratings - the evaluated requests of the employee whose page is open.

Your challenged ratings - requests of the employee that he has challenged.

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

Ticket - the number and title of the request. By clicking on the number and title, the request review page opens.

Reviewed - the name of the person responsible for the request.

Date of creation of the request.

Request from - the name of the user who created the request.

Page of the reviewed agent

To view their ratings, the agent goes to the 'Quality Control' section in the left menu, and then to 'Service Quality Control'. A table of the agent's checked requests opens.

The table consists of the following columns.

Ticket - the number and title of the request. By clicking on the number and title, a page with the details of the review opens:

Reviewed - the name of the agent.

Date of creation of the request.

Rating - the percentage ratio of positive responses 'Yes' to the total number of evaluation criteria.

Status of the request.

Organization of the client to which the request relates.

Satisfaction of the client with the service based on the feedback requests sent to him after closing the request. It can have the following values: Sent (request sent), Not sent, Positive, Neutral, Negative (the last three values will depend on the client's rating).

Appeals

An agent may not agree with a negative rating of a certain criterion. In this case, he can challenge the rating. To challenge the rating, the agent goes to the page with the review details and sends a message in response to the negative rating:

Requests with challenged decisions will be in a separate tab 'Your Challenged Ratings' on the reviewed page:

The reviewer sees them, in turn, in their list of challenged ratings in the 'Quality Control' section in the corresponding tab:

The reviewer clicks on the title of the ticket and goes to its review page. Near the negatively rated criterion, you can expand the agent's comment:

Further, the reviewer can agree with the appeal and change the rating, not change the rating, and also leave any new comment on the criterion.

To remove the request from the list of challenged ones, the reviewer can turn off the 'Challenged' switch in the upper right corner of the screen under the final rating:

You can configure the criteria for checking the quality of service in the Settings - Service Quality Criteria section.