Navigating the Quick Grade Workflow
The new Quick Grade option can only be found on the My Grading Assignments screen of the Home Page.
On this page, select the date range for the assignments that need to be graded. In this example, we're looking for all tickets assigned to me this month.
It isn't necessary to select it, but Quick Grade is only available for Agent QA assignments at this time (though we are considering expansion to Grader QA and Calibrations in the future).
Click into Quick Grade and you will immediately be taken to the grading view to start your grading process.
Pro-tip for admins: Set up your automations to automatically pre-select the Rubric you want your Graders to use for every assignment. This way, every ticket in Quick Grade will already have the correct Rubric pulled up for the Grader to work through without them having to choose it themselves every time. The fewer the clicks, the better! Click here to learn how to pre-select Rubrics.
From here, once grading for one ticket is saved, you are immediately taken to the next assigned ticket. Quick Grade will continue to pull up tickets assigned within the time period specified on the Home Page until all assigned tickets are graded. Completing all grading assignments will take you back to the Home Page.
In other words, users don't have to click out of one Ticket Review and into the next Ticket Review to find more tickets to grade. Graders can stay locked in to focus on their full list of grading assignments without moving to various screens to find them all.
Graders now also have the option to replace tickets while in the grading view without having to go back to the Ticket Reviews page. This option is available at the bottom of the screen (click HERE to learn more about replacing tickets). Once a reason is given for why the replacement is necessary, the Grader will see a brand new ticket while still in the grading view.
Note: The option to replace a ticket is only available for tickets that were assigned via AUTOMATION. The system can apply the same ticket search parameters from the automation to find an appropriate ticket replacement. MANUALLY assigned tickets can be graded in the Quick Grade workflow, but they cannot be replaced since there would be no way for the system to know what parameters to use to replace the manually assigned ticket.
It is still possible to save drafts during the grading process while using Quick Grade. If you'd like to step away and save a grade in draft form, you can click back into Quick Grade and continue where you left off.
Completed grades are automatically removed from the Quick Grade queue, while ungraded assignments and saved drafts remain in the queue. If you want to save a draft and continue through the queue, use the arrows at the top right of your screen to move to the next ticket. Those same arrows can be used later on to take you back to the saved draft.
Give Quick Grade a try and let us know what you think! Though it is designed to help Graders save time in their day, it may not fit everyone's needs at all times - and that's okay! Quick Grade is a viable option for Graders who wish to "zone in" and focus on the task at hand. Once enabled, Graders can choose to take advantage of this functionality or use the same process they're already accustomed to in Maestro.
How Is Average Grading Time Calculated in the Quick Grade Workflow?
MaestroQA tracks the amount of time a Grader assesses every ticket and shows both the median and average grading times for every Grader in a report on the Reporting page. (Click here to learn more about the Average Grading Time Report.)
Once a Grader enters Quick Grade mode, the grading time begins as soon as the first ticket appears. From there, the grading time for that ticket stops as soon as the grade is saved (the Grader presses Saved Grade). So to reiterate:
Saving a grade stops the grading time and that total time is included in the Average Grading Time Report
Saving a draft pauses the grading time. Once you return to the draft later on, the time starts again. When you finally save the grade, the grading time for that ticket is the sum of the two sessions you worked on the ticket. That summed grading time is included in the Average Grading Time report.
When a grade is saved for the first ticket and the next ticket appears to be assessed by the Grader, the grading time for that second ticket starts right away