When you look at a ticket that has a QA, you will see a greyish button at the bottom of the response that says View Review. Click that button to see the review details. If the reviewer left an additional note, that will show both before and after you click View Review.
After clicking, you will see the Manual QA Scorecard that details the:
- QA score
- Rubric used
- Score in each QA category
If the Areas of Focus were used, you will also see additional data there.
On the right-hand side of the QA categories, there is an arrow pointing left. If you click on this arrow, those categories will expand to show each flag that the reviewer selected. You will notice that the term 'flag' does not mean a negative score was given. Any flag on the rubric that was granted a score will show here. The definitions of each of those flags are provided as well.
You will notice in this example that Adherence says (Failed) in red below the given score. This means that this flag is an auto-fail on the ticket. Should that flag's score have been 0%, then regardless if the other categories were 100%, the ticket score remain at 0%.