We currently perform QA audits of incidents/agents via SharePoint lists to ensure proper notation, routing, categorization, etc.
We score questions and give a percent score and the corresponding letter grade (see below). We want to begin grading incident quality in ServiceNow. We want to report on these QA audits and share individual and team stats on a dashboard. Does anyone use ServiceNow to perform QA audit of the incidents/agents?
Grade Scale: A = 90% - 100% / B = 80% - 89% / C = 70% - 79% / D = 60% - 69% - F = 0 - 59%
