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Understanding Grading Time

Learn more about how Grading Time is calculated for Agent QA and Grader QA

Matt avatar
Written by Matt
Updated over a week ago

How is a QA Grading Time calculated?

Grading Time timer starts when a grader clicks on “Add Score” and selects a rubric on a ticket. The timer continues to run until a Grader leaves a ticket or clicks “Create Scores”.

In the case where a grader clicks on “Save Draft”, the grader will be brought to a "See Scores" page that will automatically pause the grading time clock. The grading time clock will then kick back on once entering into the grading view again.

When the grade is created by clicking on “Create Scores”, we then stop the timer and add up all the segments.




Grader clicks on “Add Score”

11:00 AM

Grader clicks on “Save Draft” and leaves ticket

11:10 AM

Grader clicks on “Add Score”

1:00 PM

Grader clicks on “Create Scores”


For the above ticket, the grading time to grade one ticket is:

(11:10AM - 11:00AM) + (1:05PM - 1:00PM) = 15 minutes to grade on ticket

Note: If users take breaks or engage in other activities while grading a ticket AND is still on the grading view, this will be included in the average grading time for that ticket. Please be aware of this and save your progress to ensure an accurate reflection of this metric.

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