Conducting Agent QA

Grading agents in MaestroQA

Matt avatar
Written by Matt
Updated over a week ago

Getting Started

This article will walk through how to grade tickets in MaestroQA. In particular, we will focus on how to create QA scores for agents, otherwise known as Agent QA.

If you have trouble grading tickets, be sure to check with your MaestroQA Admin if the proper permissions have been set as so in the article below!

Finding your grading assignments

For this article, we will focus on grading tickets that were assigned, and the best method to find assigned tickets is from the Home page!

On the Home page, click on an Assignment Name to see the tickets you will need to grade.

grading assignments

If you are a MaestroQA Admin grading tickets, you will need to switch over to the "My Grading Assignments" tab on the Home page. More details on the Home page can be read in the article linked below.

Grading Tickets

grading tickets

When grading your assigned tickets, click on the "Grade" button that is next to the ticket (as shown in the blue box above). This will bring you straight to the ticket to grade.

If the assignments was assigned via a Sharing Automation, then the agent and the rubric should be pre-selected.

If these fields are not pre-selected, let your MaestroQA Admin know you are interested in having rubrics be pre-selected for your assignments!

After completing

assigning lessons

What to do if the pre-selected options are incorrect/missing:

If the following pre-selected options are incorrect:

  1. Rubric

  2. Assignment Type

You can change these in the top navigation bar when you click into a ticket.

navigation bar

If the issue is around the agent not being appropriate to grade on the ticket, we recommend users to utilize the "Replace Tickets" feature.

replace tickets

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