Running Manual QA

When viewing a ticket in the Transcript tab, you will have the opportunity to leave a QA review.

First, navigate to the response you wish to QA, then click the + Add Review button:

Under the Manual QA Scorecard, you will select a rubric to use for scoring:

A popup window will appear showing the available rubrics:

Once your rubric is selected, the Manual QA Scorecard will expand and show:

• Rubric categories
• Section titles & descriptions
• Scoring selection
• Reasons
• The ability to Add Comment

To successfully fill out the scorecard:

• Select a score
  • If a section was not used or necessary in the response, leave the score as NA

• Select the reason (optional)

• Leave a comment (optional)
  
  • To attach your comment, hit the Purple Paper Airplane button

Before submitting, you will see Show Areas of Focus and an empty checkbox. Upon checking the box, you may highlight the positive or negative impacts of the response on the ticket.

After you Submit your review, the ticket will refresh to show your grade and comments. Should you need to edit the review after you have posted it, simply hit the Edit Grade button and change what is needed. Do not forget to Submit again to save your changes!