Account Manager
A user role which allows the user the same rights as an admin except billing and ownership
Account Users
Your overall list of users found in Settings
Admin
A user role which allows total control and visibility in the account
Agent
A user role for customer support agents. This user can receive feedback and do self reviews
Authentications
The allowed log in methods for your account eg. Slack, Google, email and password
Category Weight
A sliding scale allowing you to add or reduce importance of the category when calculating the ticket score
Comment Hashtag
A custom hashtag you can add to the comment section to track something specific
Connection
The link between your help desk(s) and Klaus
Conversation Review
The act of leaving feedback in the form of scores and comments for a team member
Conversations Page
The Klaus page where you can filter tickets and leave conversation reviews for your team
Critical Category
A Rating Category which will result in a score of 0% being given for the ticket if it scores lower than 50%
Dashboard
A page in Klaus where you can access reports on team and agent performance
My Reviews
A page in Klaus where users can consult the feedback they have given and/or received
Peer Review
The act of leaving feedback for a colleague on the same level as you
Rating Scale
The system you use for leaving feedback eg. binary, 3 point scale, 4 point scale
Rating Category
A specific criteria which you use to evaluate a ticket eg. grammar, tone, solution
Scorecard Tags
Tags you can add to a category to attribute it to a specific scorecard
Ticket Hashtags
Custom hashtags you can add to the comments section to track what you need to track
Ticket Tag
A tag which has been created and user in your help desk
Workspace Manager
A user role which allows the user the ability to manage and give feedback to their specific workspace
Workspace Reviewer
A user role which allows the user to give as well as receive feedback in their specific workspace