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Agents Resolution Quality Rating Agent
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Resolution Quality Rating Agent

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

About the Agent

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.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Resolution Quality Rating Agent:

Ticket Metadata


    

  • Ticket ID: TCK-48127  
    • 

  • Customer Name: Sarah Thompson  
    • 

  • Customer Segment: Premium  
    • 

  • Issue Category: Billing Discrepancy  
    • 

  • Submitted At: 2025-07-15T09:23:00  
    • 

  • First Response At: 2025-07-15T10:12:00  
    • 

  • Resolved At: 2025-07-17T14:05:00  
    • 

  • SLA Target (Hours): 48  
    • 

  • Assigned Agent: Jason Lee  
    • 

  • Complexity Level: Medium  
    • 

  • Channel: Email
    • 





Ticket Conversation History


Customer Message (Initial)




I’ve been charged twice for my July subscription. Please investigate and refund the extra charge.




Agent Response #1




Hi Sarah,

Thank you for reaching out. We apologize for the confusion. I’ve checked your account and confirmed the double billing. I’ve initiated a refund of $29.99, which should reflect in your account within 5–7 business days.

Please let me know if you have any other questions.

Best,

Jason




Customer Message (Follow-up)




Thanks for the quick response. Do I need to cancel anything to avoid this happening again?




Agent Response #2




No need to cancel. The billing error was caused by a duplicate entry on our end. We’ve corrected it in the system to prevent future issues. Sorry again for the inconvenience!

Deliverable Example

Sample output delivered by the Resolution Quality Rating Agent:

Ticket Summary


    

  • Ticket ID: TCK-48127  
    • 

  • Assigned Agent: Jason Lee  
    • 

  • Customer: Sarah Thompson  
    • 

  • Issue: Billing Discrepancy  
    • 

  • Resolution Time: ~53 hours  
    • 

  • SLA Target: 48 hours  
    • 

  • SLA Breach: Yes (Exceeded by ~5 hours)
    • 





Evaluation Scorecard






Criterion
Score (Out of 5)
Comments






Factual Accuracy
5
All billing and refund details are correct and verified.




Empathy & Tone
4
Tone is polite and apologetic. Could add a warmer closing.




Completeness
5
Fully addressed both billing correction and customer follow-up.




Clarity
5
Responses are clear, well-structured, and jargon-free.




Resolution Speed
3
SLA was missed by 5 hours. Delay noted in second follow-up.








Overall Rating: 4.4 / 5




Suggestions for Improvement


    

  • Timeliness: SLA missed by a narrow margin. Consider reviewing ticket queues closer to breach thresholds.
    • 

  • Empathy Enhancement: Add a more personal closing in future replies, e.g., "Thanks again for your patience—we truly appreciate you being a valued customer."  
    • 

  • Follow-up Lag: While not critical, the 4-hour gap before the second response may impact perceived responsiveness for premium customers.
    • 





Final Recommendation


✅ No further action required for this ticket.

📌 Use as a training example for clear, accurate resolution—paired with minor empathy tuning for premium support.

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