QAScout is built to be an AI-native QA platform, but it also supports manual QA reviews! You can add manual reviews and comments on specific tickets as you come across them, or run a QA Campaign to sample tickets from a specific date range, from specific tickets, or carrying specific ticket topics.
Custom Rubrics
To conduct manual QA reviews, you'll want to start by creating a manual Custom Rubric. You can do that from your Custom Rubrics page. Click to "Add Custom Rubric" and design your categories and items. Example:
QA Individual Tickets
As a manager, you can manually QA any ticket in the system from the ticket viewer. Once you've drilled in to view a ticket, just go to the Transcript tab and click "Add Review" under the agent reply that you would like to QA. Select a rubric, enter scores, leave comments if desired and click "Submit" to Save.
Running QA Campaigns
You can also click on "Run QA Campaign" from your QAScout dashboard. From there, name your campaign, select your rubric, and select tickets to segment.
The next page will show you the tickets to QA and you'll just have to click "Begin Campaign" to start going through the tickets!
On each ticket, fill out your rubric scorecard, click submit, and then "Next ticket".
To view results from your Campaign, go back to your QAScout Dashboard and choose the rubric from the "Selected rubric" drop down.
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