Free tool
The practical counterpart to the Chaos Score. Have several reviewers label the same sample tickets and see live how consistent your categories really are.
3 beoordelaars labelen om de beurt 10 tickets. Geef het scherm door na elke beurt.
How it works
Adjust the categories, reviewers and tickets to your team. Each reviewer picks one category per ticket. On the right you see the consistency score live and which tickets cause the most discussion. That's where your definition needs to be sharper.
Calibration is having multiple agents/leads review the same tickets to see if everyone picks the same category. Goal: one shared interpretation of the C1/C2 structure.
Weekly in the first month of a new structure, monthly after. If reviewers disagree on >20%: tighten definitions immediately.
10–20 tickets. Enough variation to see patterns, short enough to discuss with the team within an hour.
Those are your golden signals. Either the category definition is unclear (tighten it) or a category is missing (add it).
At least 3 agents + 1 team lead. For SLA-critical categories also a QA lead or process owner.
The full methodology
The C1-C2 Masterclass teaches you step by step how to build a watertight ticket taxonomy. Five modules, about two hours.
Start the course