Overview
Sample tickets, apply rubrics, annotate feedback, and trend performance.
Problem
Inconsistent reviews and scattered coaching notes hinder quality and growth.
Solution
Agent Desk’s QA module samples tickets, applies rubrics, and captures coaching notes linked to outcomes and CSAT.
How it works
Supervisors calibrate rubrics, run reviews, and export results to InsightLake for dashboards and 1:1s.
Who is this for
Supervisor / QA Lead
Support Manager
Expected outcomes
- Higher CSAT and consistent voice
- Structured coaching with measurable impact
Key metrics
QA pass rate
Baseline
78 %
Target
90 %
CSAT
Baseline
4.2 points
Target
4.6 points
Gallery
Downloads & templates
Case studies
EdTech scales QA to new team
Coaching notes tied to CSAT improved scores by 0.3.
Education SMB EU
Security impact
- Ticket content & scores · PII: yes (customer names/emails)
Compliance
- GDPR (access controls & retention)
Availability & next steps
Pro
Enterprise