How To Read Your Quality Summary And Evaluation Evidence

Objective

Understand your monthly quality view and the evidence behind a published evaluation.

Select the month. Open My Quality and use the month controls. Published QA score summarizes the month's published results; Published evaluations shows the count. When Ticket Difficulty weighting applies, the summary says so.
Read the themes. Strengths and Improvement areas call out criteria across published evaluations. Expand By criterion to see each scorecard group, how many grades contributed, its result, and a comparison with the previous month. A comparison requires enough graded evaluations in both months and an unchanged criterion.
Open a ticket. Select it in Published evaluations. The result page separates Grades from Conversation history, so you can compare a criterion's outcome with the evidence shared for that conversation.
Expand a criterion. Read its grade, explanation when available, and any indication that a QA reviewer adjusted it. A critical check is separate from the percentage score. Not applicable means that criterion did not count toward the score.
Check the result version. If a correction replaced this publication, the page marks it as an older version and links to the current result. The Appeal area shows whether you can challenge this version or read an existing appeal decision.

The page contains only grades a manager published to you. For a disputed criterion, see How To Appeal A QA Result. For the manager's publication process, see How Corrections Affect A Published Result.