User QA

Apply rubrics to issues to make sure guidelines and process are being followed.

User QA uses AI to grade closed issues against rubrics you define, so you can check that guidelines and processes are being followed at both the issue and the teammate level. Find it under Settings > Support > User QA.

User QA is available on select plans. Contact your account team to enable it.

Rubrics

Create rubrics on the User Rubric tab:

1. Click Add Metric.

2. Describe how the AI should evaluate this metric: what to look for, how to judge it, and how to score it.

3. Add the scoring Options.

4. Under Applies to, choose Issue to grade the issue as a whole, or each Agent individually to grade every teammate who worked the issue.

Review

When issues are closed, they are evaluated against your rubrics. If an issue is reopened before grading finishes, it is graded the next time it closes.

• The Issues tab lists evaluated issues. Filter by date and rubric results, for example to find issues not meeting expectations.

• The Users tab shows results per teammate for a date range. Open a teammate to see their results in detail.