What is a Benchmark Calibration?
Benchmark Calibrations is a variation of the Calibration workflow that can benefit teams running large calibration sessions (40+ individual calibrators participating). This is done by uniquely identifying 3 participants:
This article will help walk through how to create a Benchmark Calibration as well as show how each of these Calibrators will participate in the workflow.
Setting Up Benchmark Calibrations
First check to see if Benchmark Calibrations is enabled in Other Settings > Additional Feature Settings (this setting is only accessible to Maestro Admins). If you do not see this permission, feel free to chat in!
After Benchmark Calibrations is enabled, you will now see new Calibration permissions in User Roles > Role Permissions.
There will be 3 possible selections for the "View Calibration" and "Create and Update Calibrations":
Determines who will take up the Benchmark Calibrator role
Is able to create Final Calibrations.
Determines who will be taking the Individual Calibrator role.
Cannot create Final Calibrations
Cannot conduct calibrations
Benchmark Calibration Workflow
Before discussing how to create a Benchmark Calibration, we will first walk through the basics of a Benchmark Calibration Workflow.
The primary difference between a Team Calibration and a Benchmark Calibration is during the creation of a Final Calibration score as well as limiting who can see each other's Calibration scores.
As mentioned, when conducting a Final Calibration, there are 3 distinct roles:
At the core of this workflow is how Calibrator Responses appear while conducting a Final Calibration. Instead of displaying ALL Calibrator responses from all participants, we only display responses from Benchmark Calibrators.
This can help focus Final Calibrations on discussing results with a smaller group of individuals.
The added benefit is then limiting what Individual Calibrators could then see in the Calibration workflow.
As an Individual Calibrator, they will be limited to see anyone else's Calibration progress, and will not be able to compare their answers to other Calibrator participants. As a result, they are only limited to seeing how their answers match up to the Final Calibration.
In comparison with a Team Calibration, where every single participant's Calibration will be included while creating a Final Calibration, during the Benchmark Calibration process, only Benchmark Calibrators' Calibrations are visible.
Creating the Benchmark Calibration
Identify the tickets and Creating the Assignment
After identifying the tickets you wish to conduct Calibrations on, slick on "Create/Add to Assignment" and then select the path you wish to select the tickets.
Building the Calibration Assignment
A pop-up form will appear where you will be able to provide the assignment with a name. As well as define the Assignment as a Benchmark Calibration tyope.
Optionally, choose a rubric you wish calibrators to use while creating the Calibration. This can help greatly reduce mistakes when participants are creating their own calibrations.
The second part will then involve selecting who will be the Benchmark Calibrators and who will be the Individual Calibrators.
In addition, choose how you want to grant Agent Group access to the assignment. We recommend to use the "Automatically grant access" option to reduce future issues with accessing the Ticket Review.
Setting a Due Date and Sending a Notification
Finally, choose whether you want to set a due date for the assignment and whether or not you want to send out a notification with a custom message.
Can I run both a Team Calibration AND a Benchmark Calibration workflow at the same time?
A whole Maestro instance can only choose to run a Team Calibration OR a Benchmark Calibration. As a result, it is not possible to create both Calibration assignments uniquely.