When you step through the onboarding flow for the first time, the flow should guide you through getting your CRM connected and selecting setting options for your initial set up.
If you need to return to these settings at any time, you can do so from the Classifications Settings panel. Just make sure that you're selecting the "QAScout" panel.
Once there, you'll see the below screen. Explanations below!
Grade Upon: This determines when QAScout will analyze and QA a ticket.
- All Agent Submits: After every agent submit that has a public reply.
- Only On Solve: What it sounds like. There are some CRMs where this isn't supported, but essentially you can wait until ticket resolution to QA the reply. We see teams opt for this if they send a lot of "placeholder" replies on tickets that require more research.
- Grade On tag "zQaScoutGrade": This means that QAScout will ONLY grade conversations that have the exact tag "zQaScoutGrade" attached to it (exact spelling & capitalization!). If you want to focus QA on a specific ticket type or agent team, you can use a trigger or rule in your CRM to apply this tag on specific tickets that you want graded!
Push Data into CRM: Once QAScout grades a ticket, that data will be available to you in your QAScout dashboard. Optionally, you can then also choose to have the corresponding tag (or topic) applied to the ticket in your CRM (to create views and run further analytics on them). QAScout tags will start with "qascout_" and look something like the below in Zendesk:
Additionally, you can optionally choose to have QAScout leave an internal note with the scores on the ticket.
QA Attributes To Grade: These are set to resolution, tone, grammar by default, but, we support custom rubrics and custom attributes, so, please reach out if this is of interest! We have some high compliance clients who look for specific compliance to policy, for example.
Not quite what you were looking for? Have more questions? We'd love to connect.
You can click here to drop us a note, send us an email directly at support@hiq.cx, or click here to book a few minutes to chat live!