Array ( [0] => Array ( [_id] => 6895e9be8c3c4e9e9f818214 [name] => Resolution Quality Rating Agent [description] => The Resolution Quality Rating Agent, developed by ZBrain, is designed to help customer support teams maintain consistent, high-quality service across all interactions. Support organizations often struggle with manually reviewing large volumes of tickets, leading to inconsistent assessments and missed opportunities for improvement. This agent continuously evaluates closed tickets to ensure accuracy, tone, completeness, and timely resolution, supporting reliable and scalable quality assurance.

The agent uses LLM-driven analysis to assess how quickly and effectively issues are resolved based on historical ticket data and SLA benchmarks. It evaluates time to first response, overall resolution time, and response cadence, flagging tickets where delays could have been avoided. The agent also considers whether the pace of resolution aligns with the complexity of each issue, helping teams balance speed and quality.

In addition to timing, the agent reviews tone, professionalism, and factual accuracy. It highlights responses that, while correct, may lack empathy or clarity, and suggests alternative phrasing to enhance customer experience. This ongoing, AI-powered feedback enables support teams to refine communication, maintain consistent standards, and deliver faster, more thoughtful service at scale.

[image] => https://d3tfuasmf2hsy5.cloudfront.net/assets/worker-templates/compliance-risk-assessment-agent.svg [video] => [icon] => https://d3tfuasmf2hsy5.cloudfront.net/assets/worker-templates/compliance-risk-assessment-agent.svg [sourceType] => FILE [status] => REQUEST [department] => Customer Service [subDepartment] => Ticket QA [process] => Resolution Review [subtitle] => Evaluates closed support tickets for accuracy, tone, empathy, and resolution speed using LLMs to suggest quality improvements. [route] => resolution-quality-rating-agent [addedOn] => 1754655166330 [modifiedOn] => 1754655166330 ) )

Customer Service

Resolution Quality Rating Agent

Evaluates closed support tickets for accuracy, tone, empathy, and resolution speed using LLMs to suggest quality improvements.