Setting up an AgentQA Workflow

Grading tickets in MaestroQA

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15 articles in this collection
Written by Vasu Prathipati, Domenic Nucci, Denmore Mcdermott and 1 other

Creating Grading Thresholds

Explain what your scores mean

Written by Matt
Updated over a week ago

Finding Tickets

Using Search Filters to find Tickets

Utilizing ticket filters to find tickets to QA

Written by Matt
Updated over a week ago

Manually Creating Assignments

Creating an Assignment in MaestroQA without Automations

Written by Matt
Updated over a week ago

Tracking Assignments

Assignment Types

How assignments/Ticket Reviews are classified

Written by Matt
Updated over a week ago

Navigating Home page as an Admin or Limited Admin

Checking out the Home page as an Admin

Written by Matt
Updated over a week ago

Tracking your grading assignment as a Grader

Using the home page to track assigned tickets

Written by Matt
Updated over a week ago

Navigating the Home Page as a Grader

How to track grading assignments as a grader

Written by Matt
Updated over a week ago

Grading Tickets

Conducting Agent QA

Grading agents in MaestroQA

Written by Matt
Updated over a week ago

Quick Grade - The New Grading Workflow

Get in the grading zone - increase your grading focus and efficiency

Written by Denmore Mcdermott
Updated over a week ago

Annotating Tickets

Highlight specific text within a ticket and leave comments to allow for more targeted feedback.

Written by Domenic Nucci
Updated over a week ago

Replacing Assigned Tickets

How to replace tickets in an assignment

Written by Matt
Updated over a week ago

QAing Phone Calls

In addition to being able to QA regular email and chat interactions, phone calls can also be graded in MaestroQA

Written by Matt
Updated over a week ago

New Addition to Grading Workflow - Add Tickets to Coaching

Enable your Graders to add criteria as Coaching Points within a Coaching Session during the grading process.

Written by Denmore Mcdermott
Updated over a week ago

Set up peer reviews

Set up workflows for agents to give each other feedback.

Written by Vasu Prathipati
Updated over a week ago

Who can grade tickets?

What users can conduct Agent QA in Maestro

Written by Matt
Updated over a week ago