For ZendeskCustomer SupportCorrectness

Manager Quality Coaching V1

Manager Quality Coaching · Zendesk

Zendesk support manager eval focused on quality oversight, reporting clarity, and coaching outcomes.

About Zendesk

Zendesk is a customer service platform that helps businesses build better customer relationships. Its AI-powered products handle billions of support interactions across email, chat, voice, and messaging, giving agents the context they need to resolve issues faster.

Employees

~6,500

Industry

Customer Experience Software

Headquarters

San Francisco, CA

Website

zendesk.com

Sample tests· showing 3 of 100

#	Input	Expected behavior	Check
01	Review this workflow signal for `Coach agents with context`: `Workspace context helps managers review conversations and coach for tone consistency.`. Should it be flagged as friction?	should_flag_painpoint: false · painpoint_label: none · severity: none	Pass / Fail
02	A support_manager reports: "Incorrect ticket merges are hard to recover from and can leak or misplace ticket context across issues." while using `Merge duplicate tickets`. Diagnose likely root cause.	should_flag_painpoint: true · painpoint_label: merge_irreversibility_risk · severity: high	Pass / Fail
03	Given this observation in `Adopt Agent Workspace`: "New agents are slowed by workspace complexity and need additional guided training before handling tickets confidently.", decide whether to flag a pain point.	should_flag_painpoint: true · painpoint_label: workspace_learning_curve · severity: medium	Pass / Fail
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