Set up QA criteria
Create the criteria Pluno scores your agents against. Covers scoring types, level descriptions, fact-checking against your knowledge, and rerunning scores.
A criterion is one thing you want checked on every ticket, such as tone, accuracy or following a process. Pluno scores each agent against each criterion.
You need the Admin role. In the Pluno web app, open Quality Assurance, then Configuration.
The criteria you start with#
A new workspace has three criteria:
| Criterion | Type | What it measures |
|---|---|---|
| Time to First Response | Numerical | Minutes from ticket creation to the first agent response |
| Time to Resolution | Numerical | Minutes from ticket creation to resolution |
| [Example] Communication Clarity | Five Levels | How clear and easy to understand the agent's communication was |
The two time criteria come straight from your help desk's own measurements. You cannot edit them or create more of them. The third is an example to edit or replace.
Create a criterion#
- Select Add Criterion.
- Enter a Criterion Name, such as "Solution Quality".
- Write the Description. This is the instruction Pluno follows, so be specific about what good looks like.
- Choose the Evaluation Type:
- Five Levels rates the agent from 1 to 5.
- Binary answers Yes or No.
- Optionally, describe each level or option. See below.
- Select Create Criterion.
The criterion applies to every ticket solved from now on.
Describe the levels#
For a Five Levels criterion you can describe each level, from Level 5 - Excellent to Level 1 - Poor. For a Binary criterion you can describe what Yes and No mean.
These descriptions are optional, but they make scores more consistent. For example, for clarity:
| Level | Description |
|---|---|
| 5 | Exceptionally clear and professional |
| 4 | Clear and well-structured |
| 3 | Acceptable clarity |
| 2 | Somewhat unclear, hard to follow |
| 1 | Very unclear, confusing response |
Check answers against your knowledge#
Switch on Needs Knowledge Base access when a criterion is about whether the agent was right, such as "Was the information given to the customer correct?" Pluno then searches your knowledge and past tickets before it scores.
Leave it off for criteria about style or process, such as tone or greeting. Switch it on only where a criterion needs it.
Write criteria that score well#
- Describe what you can observe. "The agent restated the problem in their first reply" is easier to score than "The agent showed empathy".
- One thing per criterion. If a criterion checks two things, split it. Otherwise a 3 out of 5 tells the agent nothing.
- Say when it does not apply. Pluno marks a criterion as not applicable when it has nothing to do with what the agent did. If you know such cases, name them: "Not applicable if the ticket was solved without a reply."
- Use Binary for rules, Five Levels for quality. "Did the agent verify the account before sharing details?" is a Yes or No. "How well did the agent explain the fix?" is a scale.
There is no limit on the number of criteria, and every criterion counts equally toward the overall score.
Edit or delete a criterion#
- Editing changes how tickets are scored from now on. Scores already given stay as they are until you rerun them.
- Deleting removes the criterion and all its past scores from the sidebar, reporting and exports.
Rerun evaluations#
After you add or change a criterion, you can apply it to tickets that were already evaluated.
- Select Rerun Evaluations.
- Under Criteria to rerun, tick the criteria.
- Choose the Time range of the original evaluations. The default is the last 30 days.
- Select Start Rerun.
Pluno scores every evaluated ticket in that range against the criteria you ticked. Existing scores for those criteria are replaced, and missing ones are added.
Follow progress under QA Rerun History. Up to three reruns can run at the same time. A very large rerun can be declined for the day. If that happens, choose a shorter time range or fewer criteria.
Last updated