Quality Assurance

Review and monitor ticket handling quality across the team

Reviews This Month

12

+8

Avg Quality Score

86

+3

Pass Rate

75%

+5%

Agents Reviewed

7

+2
Quality Scores Trend (12 Weeks)
Review Queue
TicketAgentCustomerCategoryQuality ScoreReviewerStatus
TKT-1042
SCSarah Chen
Olivia MartinezTechnical
x
95
Marcus Johnsonreviewed
TKT-1038
RKRachel Kim
James WilsonBilling
x
88
Chris Taylorreviewed
TKT-1045
MJMarcus Johnson
Emma DavisAccount
x
72
Sarah Chendisputed
TKT-1050
CTChris Taylor
Liam BrownTechnical
x
91
Marcus Johnsonreviewed
TKT-1033
MSMaya Singh
Sophia LeeTechnical
x
86
Rachel Kimpending
TKT-1029
ARAlex Rivera
Noah GarciaBilling
x
94
Sarah Chenreviewed
TKT-1044
JPJordan Patel
Ava ThomasAccount
x
68
Chris Taylorpending
TKT-1051
SCSarah Chen
Ethan WhiteTechnical
x
97
Marcus Johnsonreviewed
TKT-1027
RKRachel Kim
Isabella MooreFeature Request
x
83
Sarah Chenreviewed
TKT-1052
CTChris Taylor
Mason ClarkTechnical
x
90
Rachel Kimpending
TKT-1048
MJMarcus Johnson
Mia HarrisBilling
x
76
Chris Taylorreviewed
TKT-1035
MSMaya Singh
Lucas YoungTechnical
x
92
Marcus Johnsonreviewed
Quality Criteria Breakdown
Greeting & Professionalism89%
x
Accuracy of Response84%
x
Tone & Empathy91%
x
Resolution Quality86%
x
Follow-up & Closure78%
x
Top Agents by Quality Score
1SC

Sarah Chen

48 reviews

96
2AR

Alex Rivera

35 reviews

94
3CT

Chris Taylor

42 reviews

91
4MS

Maya Singh

38 reviews

89
5RK

Rachel Kim

41 reviews

86
6MJ

Marcus Johnson

45 reviews

84
7JP

Jordan Patel

29 reviews

80
8SN

Sam Nguyen

33 reviews

78