Setting up calibration in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">Calibration is the practice of having all your reviewers rate the same batch of conversations and compare their scores and comments. This ensures that your reviewers are aligned in their evaluations, providing consistent feedback to agents regardless of who conducts the review.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Calibration aligns reviewers by having them rate the same conversations and compare scores, ensuring consistent feedback for agents. You can set up calibration within a workspace, control review visibility, conduct sessions by adding conversations, and mark baseline reviews for comparison. Calibration results are viewed in a dedicated dashboard and do not affect internal quality scores or trigger notifications.</p>
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<p class="p">Calibration is the practice of having all your reviewers rate the same batch of conversations
and compare their scores and comments. This ensures that your reviewers are aligned in their
evaluations, providing consistent feedback to agents regardless of who conducts the
review.</p>
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978" target="_blank">Admins, workspace leads, and managers</a> can perform
calibrations.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_uvj_vgj_vhc">
<li class="li"><a class="xref" href="#topic_typ_bhj_vhc">Understanding the importance of calibrating
reviews</a></li>
<li class="li"><a class="xref" href="#topic_yvn_4wq_jhc">Setting up calibration for a
workspace</a></li>
<li class="li"><a class="xref" href="#topic_ows_lv2_p2c">Conducting calibration</a></li>
<li class="li"><a class="xref" href="#topic_zwd_xfr_jhc">Viewing calibration results</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_typ_bhj_vhc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the importance of calibrating reviews</h2>
<div class="body">
<p class="p">Calibration ensures that reviewers provide consistent feedback by having them rate the same
conversations and compare their evaluations. Regular calibration helps maintain uniformity
in reviews, ensuring that agents receive similar feedback regardless of the reviewer.</p>
<p class="p">Agents do not see any conversation-related information in calibration. </p>
<p class="p">No notifications are sent to reviewers, so it's up to the workspace manager or lead to
inform reviewers about the calibration session and its due date.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yvn_4wq_jhc">
<h2 class="title topictitle2" id="ariaid-title3">Setting up calibration for a workspace</h2>
<div class="body">
<p class="p">Calibration can be done within an existing workspace. Calibration scores don't affect the
existing <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_sws_4ww_42c" target="_blank">Internal Quality Score (IQS)</a>. </p>
<p class="p" dir="ltr"><strong class="ph b">To set up calibration for a workspace</strong></p>
<ol class="ol" id="topic_yvn_4wq_jhc__ol_j4k_gxq_jhc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner, then select <strong class="ph b">Users, bots, and workspaces</strong>.</span></li>
<li class="li">Choose your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9202963091866" target="_blank">workspace</a>.</li>
<li class="li">Click <strong class="ph b">Calibration</strong>.</li>
<li class="li">Click the <strong class="ph b">Calibration</strong> toggle to turn it on.<p class="p"><img class="image" id="topic_yvn_4wq_jhc__image_dc5_q4j_vhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_calibration.png" width="800"></p>
</li>
<li class="li">Select the visibility of previously given reviews:<ul class="ul" id="topic_yvn_4wq_jhc__ul_ojv_f3j_vhc">
<li class="li">
<strong class="ph b">Not visible</strong>: Previously given reviews are not displayed when a conversation
is added to the session.</li>
<li class="li">
<strong class="ph b">Visible</strong>: Previously given reviews are regarded as calibration reviews. Only
one conversation review per reviewer will be added to the session. Message-specific
reviews are not displayed.</li>
</ul>
</li>
<li class="li"> Select the visibility of calibration reviews for:<ul class="ul" id="topic_yvn_4wq_jhc__ul_mdh_djj_vhc">
<li class="li">
<strong class="ph b">Reviewers</strong>: You can choose whether to allow workspace reviewers to see only
their own reviews, or to see their peers' reviews after submitting their calibration
review. </li>
<li class="li">
<strong class="ph b">Lead</strong>: You can choose whether to allow workspace leads to see evaluations
given by other reviewers during a calibration session either only after submitting a
review or always.</li>
<li class="li">
<strong class="ph b">Manager</strong>: You can choose whether to allow workspace managers to see
evaluations given by other reviewers during a calibration session either only after
submitting a review or always.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ows_lv2_p2c">
<h2 class="title topictitle2" id="ariaid-title4">Conducting calibration</h2>
<div class="body">
<p class="p">Calibration can be conducted within the same workspace where you perform regular
reviews.</p>
<p class="p"><strong class="ph b">To conduct calibration</strong></p>
<div class="p">
<ol class="ol" id="topic_ows_lv2_p2c__ol_lnr_4v2_p2c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <img class="image" id="topic_ows_lv2_p2c__d8e104" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_tasks_icon.png" width="20">
<strong class="ph b">Tasks</strong> in the sidebar.</span></li>
<li class="li">Click the plus icon (<img class="image" id="topic_ows_lv2_p2c__image_fsq_mlj_vhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_plus_sign.png" width="18">) next to <strong class="ph b">Tasks</strong>, then select <strong class="ph b">Create
calibration session</strong>. <p class="p"><img class="image" id="topic_ows_lv2_p2c__image_jhw_bpj_vhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_create_assigment_calibration.png" width="400"></p>
You can also view the list of previous
Calibration sessions here.</li>
<li class="li">Enter a name for the calibration session.</li>
<li class="li">Set a due date for the calibration session. <p class="p">You can extend the deadline after you create the calibration session.</p>
</li>
<li class="li">Click <strong class="ph b">Create session</strong>.</li>
<li class="li">Now, when you find a conversation that you want to add to this calibration session,
click <strong class="ph b">Add to calibration session</strong>. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043661945370#topic_lfx_tgb_4fc" target="_blank">Adding a conversation to a calibration
session</a>.</li>
<li class="li">(Optional) Once you've completed calibration reviews within this Calibration session,
you can mark a review as the baseline. Marking a review as the baseline makes it easier
to compare scores against it. <p class="p">Click the <strong class="ph b">Feedback</strong> icon (<img class="image" height="19" id="topic_ows_lv2_p2c__image_q5j_1kr_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_feedback.png" width="19">) to open the Feedback panel, then
click the options menu (<img class="image" height="14" id="topic_ows_lv2_p2c__image_imj_5mj_vhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png" width="19">) next to the review you want to use
as the baseline and select <strong class="ph b">Baseline review</strong>. </p>
<p class="p"><img class="image" id="topic_ows_lv2_p2c__image_ifl_yqr_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_add_to_calibration_baseline.png" width="800"></p>
<p class="p">The baseline conversation is marked with
the label 'Baseline review.' </p>
<p class="p">Workspace managers can add and remove baseline
reviews.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_zwd_xfr_jhc">
<h2 class="title topictitle2" id="ariaid-title5">Viewing calibration results</h2>
<div class="body">
<p class="p">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_sws_4ww_42c" target="_blank">IQS</a> of the selected workspace remains unaffected by
calibration reviews.</p>
<p class="p">You can view the list of conversations and their associated reviews in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">Calibration dashboard</a>.</p>
<p class="p">No notifications are triggered, and calibration reviews, comments, and scores do not appear
on the main dashboard; they are exclusively available in the Calibration dashboard.</p>
<p class="p">The baseline review is marked with the label 'Baseline'.</p>
<p class="p"><img class="image" id="topic_zwd_xfr_jhc__image_crg_1qj_vhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dashboard_baseline.png" width="800"></p>
</div>
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