Smarter Week

How to automate it

How to automate “review agents' tickets for quality”

Here is the best way to spend less time on this, best first. Each comes with steps you can follow today.

90 min
typically, once a week
60%
of the time can be automated
Some setup
to set up

Fix 1 of 1

Software feature

Use AI QA to score every conversation and flag the ones to review

Zendesk QA (formerly Klaus), MaestroQA, Intercom and Salesforce score all conversations against your scorecard and surface the risky ones, so you review the right 5% instead of a random sample.

Typically saves about 50% of the time2 h to set up
  1. 1Write your QA scorecard as clear yes/no criteria.
  2. 2Turn on AI QA in your helpdesk or connect a QA tool.
  3. 3Each week, review the flagged conversations (low score, negative sentiment, escalations).
  4. 4Share the scores with agents directly so they self-correct.

Tools: Zendesk QA · MaestroQA · Intercom conversation scoring · Salesforce Service Cloud · Playvox

Quick wins

Have you tried…

Have you used AI to score every support conversation for quality?
AI QA tools check all conversations against your scorecard and flag the ones worth a look, instead of you reading a random handful.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Support Team Lead / Manager

HourLeak · the 8-minute work audit

How many hours does this cost you?

The free 8-minute check works out where your week goes and gives you your top fixes. The team scan does the same for everyone and adds it up, so you know which leaks to fix first.

Take the free check Scan my team, $49

Answers are anonymous. Leaders only see team totals.

Other common tasks for Support Team Leads / Managers