Quality Assurance overview
Quality Assurance scores every solved ticket against your own criteria, per agent, with written reasoning. Learn what is evaluated and how to turn it on.
Quality Assurance reviews your team's work for you. Every time a ticket is solved, Pluno scores each agent who worked on it against the criteria you defined, and explains each score in writing.
You get full coverage instead of a sample, and your agents get feedback on the ticket while it is still fresh.
How it works#
- You define criteria. For example "Did the agent confirm the customer's problem before answering?" See Set up QA criteria.
- A ticket is solved. Within about 10 to 30 seconds, Pluno evaluates it.
- Each agent gets a review. Every criterion gets a score and a short written reason, and the scores roll up into an overall percentage.
- You see the results in two places. On the ticket, in the help desk sidebar, and across your team in QA reporting.
What gets evaluated#
| Question | Answer |
|---|---|
| Which tickets | Every ticket that is set to Solved after Quality Assurance is turned on |
| Which channels | All of them: email, messaging and calls |
| Which agents | Every human agent who replied publicly or handled a call on the ticket. Each one is evaluated separately |
| What Pluno reads | The whole conversation, including internal notes, calls and call summaries, plus the ticket fields |
Good to know:
- An agent who only wrote internal notes is not evaluated.
- A ticket Pluno resolved without a human agent is skipped.
- If a ticket is reopened and solved again, it is evaluated again and the new scores replace the old ones.
- Tickets in a group you excluded under Data Privacy are never evaluated.
What a review contains#
For each agent and each criterion, Pluno gives:
- A score. 1 to 5, or Yes or No, depending on the criterion.
- The reasoning. One or two sentences on why.
- A confidence score for the evaluation.
- Not applicable, when a criterion has nothing to do with what that agent did on the ticket. It is left out of the score.
The Overall Performance is the average of the scores, shown as a percentage. Every criterion counts equally.
Pluno also records two time measurements for you, taken from your help desk: Time to First Response and Time to Resolution.
Where your team sees it#
On a solved ticket, the sidebar shows a QA Review card for each agent, with their scores for Performance Criteria and their Overall Performance. Selecting a criterion shows the reasoning.
The reasoning is written in your Support Team Language. If you have not set one, Pluno uses the language your criteria are written in.
Turn it on#
Quality Assurance is part of your free trial. If its pages show that it is not active yet:
- In the Pluno web app, open Quality Assurance, then Configuration.
- Select Request free trial and send the prefilled message.
The Pluno team then switches it on for your workspace. You can already create your criteria in the meantime.
If you installed Pluno through the AI Quality Assurance by Pluno app in the Zendesk Marketplace, Quality Assurance is active as soon as you finish onboarding.
Choose which agents are evaluated#
By default every agent is evaluated. To include only certain people, roles or groups, contact the Pluno team. Quality Assurance is priced per evaluated agent.
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