Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Agent |
The terms Zendesk QA uses, in the sense it uses them. Several mean something narrower than they sound, and those are the ones that get quoted in meetings.
The structure
| Workspace | A group of people reviewed together, with their own scorecards and settings. |
| Scorecard | The set of questions a conversation is scored against. |
| Rating category | One question on a scorecard. |
| Root cause | The reason behind a low score on a category. |
| Rating scale | How a category is answered: binary, a 3-point scale or a 4-point scale. |
| Comment hashtag | A hashtag of your own added to a review comment, so you can find that theme again later. |
| Review | One scored assessment of one conversation. |
Measurement terms
| Internal quality score (IQS) | The average of all manual review scores over a period, as a percentage. |
| Auto quality score (AQS) | The same idea for automated reviews. A separate score: AutoQA feeds this one, not IQS. |
| Calibration | Several reviewers scoring the same conversation to compare judgement. It is kept entirely separate: the scores do not count towards IQS, the reviews and comments do not appear on the main dashboard at all, and nobody is notified. Everything from a calibration lives on its own dashboard. |
| Dispute | An agent formally disagreeing with a review. |
| AutoQA | Automatic scoring of categories a machine can judge. |
| Assignment | A rule deciding which conversations get reviewed by whom. |
Two that mislead
Quality score. It is the average of your own scorecard against your own standard. It is not comparable with another company's, and a rising score can mean easier reviewing rather than better service.
Calibration. It measures whether reviewers agree with each other, not whether they are right. High agreement on a poor standard is still a poor standard.
Not the same as satisfaction
Quality is what your reviewers think; satisfaction is what the customer thinks. They diverge, and where they do, that gap is the most interesting thing on the dashboard.
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