Internal Quality / Ticket based agent review tool

[Josh Williams]

Hi there, 

Is there any good way (In-built or  Addon) to review Agents' work on a per-ticket basis(Peer Review / IQS / Employee Evaluation)? 

We currently use Klaus as a leftover from a previous ticketing system and are looking for something similar that integrates well directly into Jira.  

To be clear, we are not looking for an external-facing tool. 

Thanks

Josh 

[Marc -Devoteam-]

Hi @Josh Williams 

What are you referring to, reporting based on user or per issue status?

[Josh Williams]

I want to be given a list of cases and given agent has worked on and be able to provide the agent's scorecard based feedback on the agent's quality of work. 

This isn't a reporting question. 

[Danut M _StonikByte_]

Hi @Josh Williams,

Could you please provide a bit more detail? Some examples or sketches showing how you’d like the information displayed would be very helpful.

Danut

[Josh Williams]

Hi Danut, 

ZendeskQA, formerly Klaus is a good example of this.  However lacks the inergration with JIRA

[Danut M _StonikByte_]

Hi @Josh Williams,

I looked over some examples of ZendeskQA dashboards and I think you can achieve something similar by using Jira dashboards. 

Jira offers some useful native gadgets such as Issue statistics, Pie Chart, Two Dimensional Filter Statistics, but you can add more gadgets depending on your needs, by installing apps from Atlassian Marketplace. 

If you want to try an app, our Great Gadgets app offers many gadgets that you could use for tracking the works / performance of the agents.

Below are just some examples: 

Pivot Table & Pivot Chart gadget - lets you display all kind of stats per agent in form or tables, heatmap tables or charts 

  

Tim in Status gadget - lets you display average resolution (AHT) time by agent

Advanced Issue Filter Formula gadget - it lets you calculate and display from simple (COUNT, AVERAGE, SUM) to complex math formulas for issues in multiple filters.  

Foe more examples see also this article: https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

For any questions and guidance on creating such dashboards, feel free to contact support@stonikbyte.com at any time. 

Danut.