Evaluating the performance of reviewers

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<p id="docs-hc-snippet" style="display: none;">Evaluating the reviews completed by your reviewers in Zendesk QA is an important part of a consistent and accurate QA process. By performing spot checks, you can monitor and identify any discrepancies in your reviewers' work. You can think of this as “grading the grader.”</p>
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Evaluate your reviewers' performance by creating a unique workspace and
scorecard to monitor discrepancies in their work. Creating a separate
workspace
ensures your reviewers can't see the reviews left on their peers. This
approach also provides traceable Internal Quality Scores and
insights into areas needing improvement, without immediate calibration
sessions. Filter dashboards to visualize and analyze reviewer performance
effectively.
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; Scorecards</div>
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<p class="p" dir="ltr">Evaluating the reviews completed by your reviewers in Zendesk QA is an
important part of a consistent and accurate QA process. By performing spot checks, you
can monitor and identify any discrepancies in your reviewers' work. You can think of
this as “grading the grader.” </p>
<p class="p" dir="ltr">This article explains how to create a unique workspace and scorecard to limit
review visibility among peers and generate a reviewer-specific <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690#topic_cwx_3qw_42c" target="_blank">Internal Quality Score (IQS)</a>, which is
traceable in workspace <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">dashboards</a>, without the need for immediate calibration
sessions. It also covers how to use the browser extension to review your reviewers.</p>
<p class="p">This article contains the following topics:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_dr2_gl1_t2c">
<li class="li" dir="ltr"><a class="xref" href="#topic-1__ul_dr2_gl1_t2c">Creating a grade
the grader workspace and scorecard</a></li>
<li class="li"><a class="xref" href="#topic_tby_dgb_q3c">Finding reviewers' conversations
to review</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_jqy_st2_m2c">Reviewing your reviewers
using the browser extension</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_jd3_l1y_q3c">Monitoring your
reviewers' performance</a></li>
</ul>
</div>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_h4c_jl1_t2c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724530842" target="_blank">Setting up calibration in Zendesk QA</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lky_zs2_m2c">
<h2 class="title topictitle2" id="ariaid-title2">Creating a grade the grader workspace and scorecard</h2>
<div class="body">
<p class="p">To monitor and identify discrepancies in your reviewers' work, start by creating a
unique workspace and a custom scorecard to review their performance. </p>
<p class="p" dir="ltr"><strong class="ph b">To create a workspace to evaluate reviewers</strong></p>
<div class="p">
<ol class="ol" id="topic_lky_zs2_m2c__ol_kvj_dm1_t2c">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9202963091866" target="_blank">Create a unique workspace</a> in your
account. For example, you can name it “<em class="ph i">Grade the grader</em>”.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9203020826266QA#zqa_managing_groups__ul_uhf_51f_2fc" target="_blank">Add reviewers as agents </a>to your
"Grade the grader" workspace. This limits their visibility to their own
reviews only.</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To create a scorecard to evaluate reviewers</strong><ol class="ol" id="topic_lky_zs2_m2c__ol_e44_gzx_q3c">
<li class="li" dir="ltr">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.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Settings</strong> (<img class="image" height="17" id="topic_lky_zs2_m2c__image_yy1_tzx_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings.png" width="20">).</li>
<li class="li" dir="ltr">In the sidebar under <strong class="ph b">Account</strong>, click <strong class="ph b">Scorecards</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create</strong> and select <strong class="ph b">Scorecard</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> for the scorecard, for example, you can name
it “<em class="ph i">Spot-check</em>”.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Workspaces</strong>, select the workspace for reviewing
reviewers that you created earlier.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Workspaces with AutoQA enabled</strong> make sure <strong class="ph b">No
workspaces</strong> is selected.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add a group section</strong>. </li>
<li class="li" dir="ltr">Add three binary <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">categories</a> to the
<em class="ph i">Spot-check</em> group. For example:<ul class="ul" id="topic_lky_zs2_m2c__ul_pck_jn1_t2c">
<li class="li" dir="ltr"><em class="ph i">Comment quality </em></li>
<li class="li" dir="ltr"><em class="ph i">Review accuracy</em></li>
<li class="li" dir="ltr"><em class="ph i">Review time</em></li>
</ul>
<img class="image" id="topic_lky_zs2_m2c__image_j31_sq1_t2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_grade_the_grader.png" width="800">
</li>
<li class="li">Select <strong class="ph b">Add root causes to explain rating</strong> and add <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759820826" target="_blank"><strong class="ph b">Root causes</strong></a> for <strong class="ph b">Negative
ratings</strong> (<img class="image" height="20" id="topic_lky_zs2_m2c__image_prp_nn1_t2c" src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfbkg4jDTU995CHmbn33wTuUaIfzMiqzLomVRwrfHWq9YrusXdCxqKV3n--Ld22_nAiRr0NT-GGk0bxpaBpg04bDjXJG_akvxfrk5VDJC_uge6sQbn-IH_Zq66m_qxyh2WQlGJ-Gg?key=LHgCCuIpUpK86C9IhNIaxhYI" width="20">) for each category in
the scorecard used by the reviewer to perform reviews:<ul class="ul" id="topic_lky_zs2_m2c__ul_qrp_nn1_t2c">
<li class="li" dir="ltr">[<em class="ph i">Category name</em>]: Score too high</li>
<li class="li" dir="ltr">[<em class="ph i">Category name</em>]: Score too low</li>
</ul>
<p class="p">Where [<em class="ph i">Category name</em>] is replaced with the name of the
respective categories in the scorecard used by the reviewer to perform
reviews. For example: <em class="ph i">Tone Score too high; Tone Score too low.</em>
This lets you track in dashboards where the reviewers are
diverging.</p>
</li>
<li class="li">Configure any other settings for each category within the scorecard as
needed.</li>
<li class="li">Click <strong class="ph b">Apply</strong>.</li>
<li class="li">Click <strong class="ph b">Publish</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tby_dgb_q3c">
<h2 class="title topictitle2" id="ariaid-title3">Finding reviewers' conversations to review</h2>
<div class="body">
<p class="p">To find conversations to review, select the appropriate workspace and filter your
conversation list to show those reviewed by your chosen reviewers in the past week,
for example.</p>
<div class="p">
<strong class="ph b">To find your reviewers' conversations using filters</strong><ol class="ol" id="topic_tby_dgb_q3c__ol_w3r_jgb_q3c">
<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 <strong class="ph b">Conversations</strong>
<img class="image" id="topic_tby_dgb_q3c__d8e83" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_conversations_icon.png" width="22"> in the sidebar.</span></li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114" target="_blank">Filter</a> your conversation list to
show conversations your selected reviewers reviewed in the past week, for
example.</li>
<li class="li">Open the reviewer's conversation you want to review.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jqy_st2_m2c">
<h2 class="title topictitle2" id="ariaid-title4">Reviewing your reviewers using the browser extension</h2>
<div class="body">
<p class="p">Using the browser extension and the new scorecard, you can now leave a review for the
reviewer. The extension lets you keep the scorecard open alongside completed reviews
for easy reference.</p>
<p class="p" dir="ltr"><strong class="ph b">To review your reviewers</strong></p>
<ol class="ol" id="topic_jqy_st2_m2c__ol_axm_1r1_t2c">
<li class="li" dir="ltr">Install the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747869210" target="_blank">Zendesk QA browser extension</a>.</li>
<li class="li" dir="ltr">Open the browser extension and make sure it’s set to your new separate
"<em class="ph i">Grade the grader</em>" reviewers workspace.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Review this conversation</strong>, select the reviewer you’re
reviewing as the <strong class="ph b">Assignee</strong> (not the agent), and enter details to identify
this review.</li>
<li class="li" dir="ltr">Select your “<em class="ph i">Spot-check</em>” scorecard.</li>
<li class="li" dir="ltr">Keep the conversation you want to review open in the browser so you
can see its details, then complete the review using the extension.<p class="p"><img class="image" id="topic_jqy_st2_m2c__image_sfs_bnb_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_grade_the_grader_extension.png" width="650"></p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_jd3_l1y_q3c">
<h2 class="title topictitle2" id="ariaid-title5">Monitoring your reviewers' performance</h2>
<div class="body">
<p class="p">You can now <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_kcp_yv1_cbc" target="_blank">filter your dashboards</a> for your ‘<em class="ph i">Grade
the grader</em>’ workspace scores and your “<em class="ph i">Spot-check</em>” scorecard. </p>
<p class="p"><strong class="ph b">To monitor your reviewers using dashboards</strong></p>
<div class="p">
<ol class="ol" id="topic_jd3_l1y_q3c__ol_ld3_l1y_q3c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">Filter your Reviews dashboard</a>
specifically for this scorecard to visualize how your reviewers are
performing.<p class="p"><img class="image" id="topic_jd3_l1y_q3c__image_md3_l1y_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dashboard_categories_spot-checks.png" width="600"></p>
</li>
<li class="li">Use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019975345434" target="_blank">Categories dashboard</a> to dive
deeper into where the reviewer is misaligned (for example, scoring too high
or low for a specific category).</li>
</ol>
</div>
</div>
</div>
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