Quality control
Using the “Quality assessment” feature in the ticket card, you can evaluate the quality of an agent’s responses — both manually and with artificial intelligence. We explain this in more detail in the article.
Important! “Quality control” is available on the “Expert + AI” plan — to enable it, email us at support@usedesk.com
Usedesk has a “Quality control” section. It lets you learn more about the criteria for assessing the quality of agents’ responses.
Important! Access to the “Quality control” section is only available to agents who belong to a group that has access rights to the “Quality control” section.
For now, the page is informational only. Later, Usedesk will add the ability to edit the quality assessment criteria.
- “Good” (2) rating gives 100% for the criterion,
- “Fair” (1) rating gives 70% for the criterion,
- “Poor” (0) rating gives 0% for the criterion.