A rubric, also known as a scorecard, is scoring guide that is used to evaluate agent performance. With a properly set up Rubric, customers can get a better sense of how their team is doing relative to company standard guidelines.
Rubrics serve as a core function in MaestroQA, and Rubrics are used to:
Evaluate graders through GraderQA
Hold Team Calibration Sessions
Create Complex Reports
Where can I manage my rubrics in MaestroQA?
By default, only MaestroQA Admins can create and edit Rubrics, but if users have the proper permissions, they can access rubrics by:
Clicking on Settings
Click on Rubrics
On this page users can:
Create or edit Rubrics
Manage what rubrics users can use
Enable or disable old rubrics
Users who do not have access to this page should contact their MaestroQA Admin to help out with their Rubric questions.