Reviewers rate tickets in pre-defined categories (e.g. product knowledge, tone). These make up the total ticket score, which is the metric of conversation reviews. Reviewers can score:

  • entire interactions;

  • specific messages in threads.

Ticket score is expressed as a percentage ranging from 0 - 100%. There are three components that affect ticket scores:

  • reviewer rating;

  • category weight;

  • critical categories.

Read more about how to add, edit, disable and delete rating categories

Only Team Managers, Account Managers and Admins can manage rating categories. 

Reviewer rating

You can choose which rating scale you would like to use either for the whole Workspace (Starter Plan) or for each category (Professional and Advanced Plans)

By default, reviewers can give a thumbs up down, three, four or five points rating in each category. A category that has not been rated counts as neutral.

For example, let's say you have 2 rating categories: product knowledge and tone. If the reviewer gives a positive rating to the ticket in the product knowledge category, but a negative rating in the tone category, the ticket's total score will be 50%. 

Now, let's say that in addition to these 2 categories, you have a third category called grammar that received a neutral rating. In this case, the ticket's total score will still be 50%, as neutral ratings do not affect the score.

Category weight

Categories that are more important for you can have more weight in the ticket score calculation. By default, weight is always set to 1, but you can change this in the settings.

For example, if product knowledge is more important to you than tone, you can set the weight of product knowledge to 2 and leave tone to 1. This way, product knowledge makes up 2/3 of the total score and tone 1/3 of it.

If you receive a 👍 in product knowledge that weighs 2/3, but a 👎 in tone that weighs 1/3, the total ticket score will be 66%.

Critical categories

There are things in your customer service that just can't go wrong. The critical option is designed to mark those aspects in your conversation review.

If a ticket receives a negative rating in a critical category, then the entire ticket fails the review and receives a score of 0.

For example, let's say we add a third rating category Complied with security procedures and mark this as critical.  If a ticket receives 👎 in the critical security category, then the ticket score is 0%, regardless of the 👍 it received in the tone and product knowledge categories.

If a ticket receives a 👍 in a critical category, then the ticket score is calculated as per usual. The score is based on all category ratings and their weights, including those of the critical category.

By combining rating categories of different weight and level of criticality, you can set up a very comprehensive conversation review process for your team.

Read more about how to add, edit, disable and delete rating categories.

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