Review ticket quality in the Auto QA reportUpdated 5 hours ago
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. You can then review the Auto QA report in your Analytics to understand the overall quality of your teams’ tickets and identify opportunities to coach individual agents on improving their scores.
Requirements
- Available on all Helpdesk plans with an AI Agent subscription
- Only the account owner, admins, and leads can view the Auto QA report
Reviewing and filtering data
Open the Auto QA report to review the data for your account. Use the filters to adjust your view of the data.
- From your helpdesk, click the dropdown menu in the top-left corner.
- Select Analytics.
- In the menu, locate Quality, then select Auto QA.
- 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.
- Select + Add Filter to filter the data by different criteria. Use either Is one of or Is not one of to include or exclude data from the report. You can filter data by Agent, Channel, Integration, Tag, or a value from one of your custom Ticket Fields (for example, Contact Reason).
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.
The top of the report displays the overall quality of your teams’ work, based on the scores of each ticket included in your selected date range and filters. You can click any of the metrics to open the drill-down.
Here’s a breakdown of the main quality metrics in the report:
- Reviewed tickets: see 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(s) addressed all customer inquiries.
- Communication: see the average score given to your agents’ tickets for empathy, clarity, and active listening skills.
- Language proficiency: see the average score given to your agents' tickets for their use of language, including spelling, grammar, and syntax.
- Accuracy: see the average score given to agents for providing accurate information in ticket responses.
- Efficiency: see the average score given to agents for how quickly tickets were handled with minimal touches.
- Internal compliance: see the average score given to agents for following internal processes, like applying the correct tags and macros, or following the proper escalation procedure.
- Brand voice: see the average score given to agents for using your brand's correct vocabulary, greetings, sign-offs, and tone of voice.
Agent Performance
Using the Agent Performance section of the Auto QA report, you can review how your agents are performing against your helpdesk's average quality scores. The table lists each agent in your helpdesk, as well as their average score in each of the quality metrics. Click any of the values in the table to open the drill-down, or click an agent's name to open the Support Performance Overview report and review their specific metrics — including CSAT, First Response Time, and Resolution Time.
Downloading data from the Auto QA report
Select Download data at the top of the report page to export the report data to a spreadsheet.
The download contains two CSV files:
One CSV file contains rows to compare each of your quality metrics for the current date range against the previous period.
The second CSV file contains rows for each of your agents showing how they individually scored on each of the quality metrics for the selected date range.
Drill-down and download ticket data
You can click the metrics at the top of the report or in the Agent Performance table to open the drill-down table and review the tickets that are included in the calculation of the metric. You can select a ticket from the table to open it in Gorgias and review its specific score, or download the ticket data as a CSV to analyze it outside of Gorgias.
- From your helpdesk, click the dropdown menu in the top-left corner.
- Select Analytics.
- In the menu, locate Quality, then select Auto QA.
- Click the number value on any of the metrics in the report.
- Review the table directly in Gorgias, or click Export in the top-right corner.
- Select either Export metadata only or Export with message content.
- We'll email you a download link for the export file once it's ready.
