Intro

On the home page, grader’s can track what tickets they need to grade as well as gain a better understanding of where their assignments are coming from. 

This article will help walk through how to use the home page efficiently to find your grading assignments. 

Where do I find the Home page?

The Home page can be found in the top bar as outlined above. If you are having trouble finding this page, your MaestroQA Admin may not have enabled this feature. If you are interested in using this feature, let your MaestroQA Admin know! 

Welcome to the Home page!

Upon first opening the Home page, you will can toggle the time range to adjust what assignments you wish to focus on. 

The time frames you can adjust for are:

  1. Last 7 days: Looks at previous 7 days starting from present day
  2. Last 30 days: Looks at previous 30 days starting from present day
  3. This week: Tickets assigned since Monday to present day
  4. Last week: Tickets assigned since Monday to Sunday 
  5. This month: Tickets assigned from Start of Month to present day 
  6. Last Month: Observes time range of previous month 
  7. Custom: Choose the static time frame to look at

Note: MaestroQA determines ticket assignment dates based on when the tickets were initially assigned to the grader. To view grading progress, include the original date the tickets were assigned.  

As you modify your time frame, you may see the boxes populate with values. 

To walk through what these boxes show:

  1. Tickets Assigned: Number of tickets assigned for grading
  2. Tickets to Grade: Remaining tickets that need to be graded
  3. Graded: Percentage value of tickets graded
  4. Overdue: Number of overdue tickets
  5. Due Today: Number of tickets due on present day

__________________________________________________________________

Viewing Your Assignments

After configuring the filters, the "My Assignments" area will populate with the proper assignments.

Note: A Ticket Review is a folder that can contain multiple Tickets. These are typically assigned to a grader via a sharing automation.

This section will group together the individually assigned tickets into Ticket Reviews. Ticket Reviews are associated with an agent, and only grading assigned tickets for the proper agent will contribute towards your QA Score.

To walk through the different columns in the outer table:

  1. Assignment Name: Name of the Ticket Review
  2. Type: What type of assignment you are grading (more info at end of article)
  3. Grade: This will bring the user to the Ticket Review to grade the ticket
  4. Due: When the assignment is due
  5. Assigned On: When the assignment was created
  6. Tickets: Number of tickets in Ticket Review
  7. Complete: Tickets graded within Ticket Review
  8. Incomplete: Number of ungraded tickets in Ticket Review
  9. Actions: Users can choose to view, reassign, or close the Ticket Review

Users can then proceed to expand individual Ticket Reviews in order to get further details. In this inner table, users will see another set of columns.

To walk through the columns for the inner table:

  1. Agent Being Graded: Agent Associated with Ticket Review
  2. Grade: Link to grade the ticket
  3. Status: Status of ticket, this has 3 states: Not Started, Draft, Graded
  4. Score: QA Score given to the ticket for the specified agent
  5. TicketID: Unique identifier of the ticket
  6. Actions: Shows a dropdown that lets you either view the ticket or mark the ticket as closed (this does not contribute towards your QA score)

__________________________________________________________________

What is the Type column?

The Type column refers to a method of categorizing different assignments in MaestroQA. This can help with organizing workflows as well as easily filter down to find the proper assignments.

There are 4 types of assignments:

  1. Agent QA: Standard QA workflow where you are grading agent tickets
  2. Grader QA: Involves a benchmark grader/QA Lead grading random graded tickets to check if graders are aligned on QA standards
  3. Graded Tickets: Graded tickets to review
  4. Team Calibration: Assigned tickets to calibrate on
Did this answer your question?