What is GraderQA?

Benchmark how accurate your graders are grading tickets by utilizing GraderQA. GraderQA utilizes a unique automation to help assign tickets to a designated grader who serves as the benchmark for how accurate QA scores are

Terminology List

Here is a quick list of terminology to use when discussing GraderQA:

  • Agent QA: Process of Grading an Agent’s Performance

  • Grader QA: Process of Grading a Grader’s Performance

  • Original Grader: Original grader who graded the ticket

  • Original Score: QA Score on ticket

  • Benchmark Grader: User who conducts GraderQA

  • Benchmark Score: The “correct” QA Score for the ticket

  • Accuracy Score: How accurate the Original Score was relative to Benchmark Score

How to set up GraderQA?

Step 1: Set up users who will be the Benchmark Graders

benchmark graders and role permissions

In User Roles -> Role Permissions, users can now define what users can be the benchmark grader. This must be enabled first prior to setting up the automation.

Grader QA Feedback Permissions

Step 2: Setup User Groups for graders to review

User Groups function similarly to Agent Groups where the main purpose is to group together users to make creating automations easier.

This can be done by navigating to User Roles -> User Groups. There are no other uses for GraderQA outside of setting up the GraderQA Automation.

Note: Any user who QAed a ticket in the past is considered a grader.

Admins can also decide which User Groups should have access to their Grader QA Feedback. This can be configured in Role Permissions as well.

Step 3: Create the GraderQA Automation

Go to Sharing Automations, and then click on “Create New Automation”.

send grader qa assignments

Create a “Send Grader QA Assignments” automation, and fill out the Automation Form like you would with any other automation.

send grader qa assignments automation

Step 4: GraderQA Workflow

After the automation runs, benchmark graders will receive their assignments, and they can freely check on these assignments from the Home page.

graderqa workflow

From here, benchmark graders can grade these tickets like they would during AgentQA.

During the GraderQA process, benchmark graders cannot change:

  1. The grading type

  2. Agent being graded

  3. Rubric being used

These will be grayed out like shown in the screenshot below.

graderqa scores

Step 5: Leave Written Feedback for Graders and Share Grader QA Results

After the Benchmark Grader creates a Benchmark Score, the Alignment Score is automatically calculated.

To provide additional insight, Benchmark Graders can then leave written feedback for the Original Grader. The screen will show a side-by-side view of both scores for each criterion. Benchmark Graders will now be able to see how the Original Grader shared their feedback and offer tips to improve them.

  • Is the Original Grader too concise? Should they add more detail?

  • Should annotations be used to point the agent in the right direction?

  • How is the Grader's tone of voice? Is there a better way to suggest how an agent can handle a particular customer inquiry?

Similar to agents, Graders can benefit greatly from detailed and targeted feedback.

Once completed, Original Graders who have been given access can see their feedback. To find Grader QA results manually, a Grader can go to the Tickets tab and filter for benchmarked tickets. Click into the ticket search options on the Tickets tab and select Benchmarked Graded = True.

Press See Scores for any tickets. From here you should see an Agent QA score created by the Original Grader, and a Grader QA score created by the Benchmark Grader.

Once you click View for the Grader QA score, you will see a side-by-side comparison of the scores and qualitative feedback from both the Original Grader and the Benchmark Grader. This includes the annotations, checkboxes, and comments left by each Grader. The side-by-side view allows users to spot differences between the two scores with ease.

The top-right corner of the left panel shows:

  • The overall Rubric Alignment score

  • The Original QA Score by the Original Grader

  • The Benchmark Score by the Benchmark Grader

Throughout the ticket, each criterion/question will show the Original Score, the Benchmark Score, and the Alignment Score for that particular criteria.

Click here to learn more about how Alignment Scores are calculated.

Step 6: Sharing Feedback via GQA Feedback Automation

Though Graders can search for their feedback manually, Admins can also set up a workflow to send the feedback directly to Graders at a regular cadence!

Click here to learn how to configure an automation to automatically send Grader QA Feedback to your graders.

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