If you are using one of the Klaus native integrations, then you can use the Chrome extension to review tickets that have been reviewed in Klaus - as if those reviews were tickets themselves.
Note that you can look at the performance of your reviewers (how they score, how many tickets they review) on the dashboard. However, if you want to rate the reviewers themselves, this is the alternative.
These are the steps to take to review the work your reviewers are doing.
Step 1: Create a scorecard for your reviewers
To make sure that we can accurately filter out reviewers’ reviews from regular QA reviews, we’ve created a new scorecard with two new categories:
In this specific case, we are rating whether the agent has left a comment (which in our example is mandatory) and whether they rated all categories.
Step 2: Create a private filter with tickets that have been reviewed
You can restrict the filter via the review status (`rating status` is `rated`) or via the reviewer condition (reviewed by `name`). You might also want to add a time span, e.g. the last seven days.
Step 3: Install the extension and log into your account
Please follow the instructions here to add the extension to your browser.
Make sure to add your domain kibbles.klausapp.com to your account, if that hasn't bene done yet from your admin. It just means you confirm by clicking the button when prompted:
If you are part of more than one workspace within your Klaus account, or if your company uses more than one account, you can click on the settings cog wheel to make sure you are adding reviews for the right workspace:
Step 4: Start reviewing the tickets in your “reviewed” queue - via the extension
Open the first ticket. On the right side in the review pane, you’ll see the reviews that were left by your reviewers. In this example, Medea left a couple of ratings and added some tags as a comment:
Clicking on the Klaus extension now allows you to review this ticket, while assigning the review to the reviewer (Medea in this case), instead of the ticket owner.
Note that I changed the Conversation Reference by adding an RR (Reviewers Review) for future reference. Clicking on create will then tie this review to this ticket URL.
On the next window, you can now choose the scorecard you want to rate on, and give rating and feedback for the reviewer.
This is how it looks like in this example. After choosing the “reviewer rating”, I can rate the two specific review categories and leave a comment.
This comment will be sent to Medea, just as if she were an agent.
On the dashboard you can now see how your reviewers are performing. Just in case, filter for the relevant scorecard so you don’t mix up the data.