As a reviewer, you will be able to use Klaus to provide feedback to agents in the form of scores and comments. You will also be able to communicate with agents using the platform and analyze their performance in the dashboard.
This guide takes you through everything you need to know about Klaus!
Firstly, it is important to learn the language of Klaus
You will receive an invitation which will allow you to sign up and create a password. From then on, you will be able to log in via email and password, Google or Slack.
Whilst your company's account will most likely have already been set up by your admins, you still have some options to look over. Below you can see where to access settings and which role you have been assigned:
Personal Settings - Allows you to choose your display name, email, week starting day and timezone. You can also see your profile picture which we bring from Google.
Goal - Here you can set a daily, weekly or monthly goal for how many reviews you wish to complete. You can track your progress when you click on the conversations review icon:
Notifications - Here you can decide which notifications you will receive, where to (Slack or email) and how often
Logins - Here you can manage your login methods
Password - Here you can change your password, we recommend doing this often to make your account more secure
New Account - Here you can create a new account which is useful if you want to test something
Conversations: Filtering tickets
The conversations view is where you will spend most of your time. This is where you can leave feedback for agents.
On the left, you will see a list of all of your helpdesk tickets. Still. there might be thousands of tickets there. Klaus provides you with custom filters so you can easily find the right tickets to grade.
Click on the icon to open the filter menu, choose a filter which has already been created for you or click on the plus side to create a new filter. You can create a filter for the whole team or just for yourself by either marking the filter as public or private.
You are able to filter by any of your helpdesk's standard fields, custom fields and tags as well as Klaus fields.
You can see more on creating filters here.
Conversations: Refining your search
Once you have selected the filter you want to use, you can further refine your search by:
Choosing if you want to see newest tickets first, oldest tickets first or a random selection
Choosing how many tickets you want to see on the page (Klaus also tells you how many you have left to grade to reach your goal and allows you to select that number)
Choosing which agent's tickets you want to grade
Conversations: Grading a conversation or specific message
Klaus allows you to either provide feedback on a whole ticket or on specific messages within the ticket. The second option is helpful if there are multiple agents involved in the thread or if you want to speak about specific parts of the conversations.
To review the whole ticket, you don't need to click anything and the review will be attributed to the assignee.
To review a specific message, you can click anywhere on the message and the score will be attributed to the author.
Conversations: Leaving scores and comments
The most important part of being a review is leaving scores and comments.
You may have multiple scorecards to choose from. You might have different scorecards for different teams, channels or languages for example. You should choose the relevant scorecard for the ticket being reviewed.
There are different rating scales available in Klaus but the logic is the same. You can choose a score or n/a for each category (n/a can also be disabled by your admin)
You can then leave your comments. In this comment section, you can also add custom hashtags and mention other users by using @. This will send them a notification so that they look at the ticket.
Once you have added your scores, comments, hashtags and mentions, you can submit the ticket to the agent by clicking the submit button or by pressing ctrl + enter
My Reviews page
This page is where agents go to see the feedback which has been left for them by the reviewers. However,, reviewers can toggle as shown to see the feedback they have given.
Agents can respond to reviewer feedback. If an agent responds to feedback you have left them, you will receive a notification (type and frequency defined in your notification settings). You will then be brought to this page to see the comment and reply if needed.
Dashboard - Filtering
The dashboard allows you to analyze the performance of the agents.
The first thing to do in the dashboard is to select exactly what kind of data you wish to see. You can choose to see with received feedback (what your agents have received) or given feedback (what the reviewers gave).
You can also choose the time period, workspace, which reviewers you are looking at, the source and to see data by attached hashtag.
You can see more about dashboard filtering here.
Dashboard - What the numbers mean
The dashboard allows you to see your overall workspace performance, performance of agents in each category over time, overall performance of agents over time, performance of your scorecard by group and category and to see all of the tickets which have been reviewed for the selected agents.
You can see more on what the dashboard cards mean and how the scores are calculated here.