Velaxe
Agent Desk — Omnichannel Ticketing with SLAs, Automation & Analytics | Velaxe

Agent Desk

Score tickets & coach with QA rubrics

Build a rubric, sample tickets, score agents, and export results for coaching.

20 min Intermediate QA Lead, Supervisor Updated Sep 1, 2025
View App All Guides

Overview

Build a rubric, sample tickets, score agents, and export results for coaching.

Prerequisites

None.

Permissions required

qa:write

Downloads & Templates

QA rubric sheet

Template

Steps (3)

Estimated: 20 min
  1. 1

    Create a rubric

    QA Lead 6 min Back to top

    Settings → QA → Rubrics → **New**. Add criteria (accuracy, tone, policy) with weights.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Sample tickets

    Supervisor 6 min Back to top

    Choose a sample method (random/by queue/by agent) and assign reviewers.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Score & coach

    Reviewer 8 min Back to top

    Review tickets, leave notes, and schedule coaching tasks in ActionDesk.

    Tips

    —

    Validation

    —

    Success criteria

    • QA scores visible on agent dashboards; coaching tasks tracked.

About this guide

Agent Desk centralizes customer support across email, web chat, social DMs, SMS/WhatsApp, and voice follow-ups. Tickets carry full context — requester, history, channel, priority, and SLAs — so teams can route, collaborate, and resolve quickly.

Use AI for smart triage, reply drafting, and summaries. Automate repetitive tasks with macros and FlowForge triggers. Log files securely via SecureStore, send payment links via PayStream, open tasks in ActionDesk, and analyze performance in InsightLake.

Built for reliability and governance with RBAC, audit logs, retention controls, and enterprise SSO.