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Review ticket quality in the Auto QA report (Beta)Updated 23 days ago

Beta feature: please note that Auto QA is currently only available to a limited group of subscribers as part of a Beta program. 


You can use the Auto QA report to get full visibility into the quality of your teams’ interactions with customers.

As your agents close conversations with customers, Gorgias uses Auto QA to automatically evaluate and assign a quality score to their tickets. In your Statistics, you can then use the Auto QA report to understand the overall quality of your teams’ tickets and identify opportunities to coach individual agents and increase compliance.

Requirements

  • You must be a Team Lead or Admin to view the Auto QA report

Reviewing and filtering data

Open the Auto QA report in your Statistics to review the data for your account. Use the filters to adjust and change your view of the data.

  1. Select Statistics from the main menu
  2. Select Auto QA to open the report
  3. Open the Date menu to adjust the report’s time frame

    • Choose a preset date range (for example, 7/30/60/90 days) or use the calendars to select a custom date range
  4. Select + Add Filter to filter the data by different criteria

    • You can filter data by Agent, Channel, Integration, Tag, or a value from one of your custom Ticket Fields (for example, Contact Reason)

    • Use Is one of or Is not one of to include or exclude data from the report

Opening the Auto QA report in your Gorgias Statistics and then using the Add Filter button to adjust your view of the report's data

Reading data in the Auto QA report

The Auto QA report brings together the scores that Gorgias’ AI and your human reviewers assign to your teams’ tickets. Learn more about the criteria Auto QA uses to score tickets.

From the report, you can review the overall quality of your teams’ work, and then drill down into each of the key quality metrics to get a detailed view of the tickets that comprise each score.

Here’s a breakdown of the main quality metrics in the report:

  • Reviewed tickets: see you how many tickets were scored by Auto QA and human reviewers during your chosen date range
  • Resolution completeness rate: see the percentage of tickets where the agent addressed all customer inquiries
  • Communication: see the average score given to your agents’ tickets for empathy, clarity and active listening skills.

Reviewing the key ticket quality metics in the Auto QA report, including the number of reviewed tickets, Resolution Completeness Rate and Communication. Selecting any of the metrics in the chart to drill further into the data.

Drilling into the data

To get a more detailed view of the data, select any of the quality metrics from the charts (reviewed tickets, resolution completeness or communication) to expand the report.

From here you can see all of the individual ticket scores that make up your overall rating, as well as the corresponding tickets.

Select any ticket to open the original conversation and see its specific score.

An expanded view of the data on Resolution Completeness Rates in the Auto QA report. Selecting a ticket from the list to open the original conversation and see the score given by Auto QA.

Reviewing agent performance

Using the Agent Performance section of the Auto QA report, you can review the average score for each quality metric given to an individual agent’s tickets.

  • Select any of the individual quality metrics for an agent to open an expanded view of the data and their corresponding tickets

    • Select any ticket in the expanded view to open the original conversation and see its specific score
  • Select the name of an agent to open the Support Performance Overview report and review related metrics for the specific agent — including, CSAT, First Response Time, Resolution Time

Reviewing the Agent Performance section the Auto QA report. Looking at the quality metrics for individual agents. Selecting a metric to open an expanded view of the data.

Downloading data from the Auto QA report

Select Download Data at the top of the report page to export your data to a spreadsheet.

The download contains two CSV files:

  • One CSV file contains rows to compare your Reviewed tickets, Resolution completeness and Communication for the current date range against the previous period.

  • The second CSV file contains rows for each of your agents showing their Reviewed tickets, Resolution completeness and Communication for the selected date range.

Selecting the Download Data button in the top corner of the Auto QA report page

Downloading ticket data

You can also download the data about the tickets that comprise the quality scores you see in the report. You might want to examine ticket data in a spreadsheet or upload it to another tool for further analysis.

The data includes standard information about tickets, including ticket IDs, tags, the channel where the conversation started, the subject, agent name, dates, as well as the quality scores given to the tickets for completeness and communication.

  1. Select any of the quality metrics from the charts in the report (reviewed tickets, resolution completeness or communication) to expand the data
  2. In the expanded view, select Download Ticket Data
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