Support Quality Review
Builds a ticket review rubric that measures whether the customer's problem was solved, plus the coaching notes — instead of scoring politeness and response time.
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Running it, start to finish
- Paste a representative sample of closed tickets and describe your standard.
- Calibrate with two reviewers on the three scored examples.
- Review monthly and read the aggregate before the individual scores.
What you get back
The output this produces, every time.
- Weights the rubric towards resolution and reopened tickets, rather than tone and response time.
- Writes evidence-based anchors, so two reviewers reach the same score.
- Produces coaching notes that quote the ticket and give alternative wording.
Getting better results
Where this usually goes wrong, and how to avoid it.
- Always sample the reopens. A ticket the customer had to come back about is the single most informative thing in the queue.
- Calibrate before you roll out. Have two reviewers score the same three tickets. If they disagree, the anchors are not finished.
- Treat wide patterns as process problems. If most agents fail the same dimension, coaching individuals for it is both ineffective and unfair.
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Written for The AI University. Every prompt in this library is original work — authored, tested and revised here, not collected from elsewhere. 365 of them, free with an account.