MaestroQA integration

Plans and permissions:

• Plan: Pro or Enterprise plan
• Connect MaestroQA: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
• View QA scores on everyone’s scorecard: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards

Use the MaestroQA integration to see team members’ MaestroQA scores on the Agent scorecard in Assembled, next to their adherence and other performance metrics. For other QA platforms, see QA platform integrations.

To connect it, go to Configure > Third-party integrations and find the MaestroQA card.

How the MaestroQA integration works

• Assembled checks MaestroQA for new scores every 5 minutes.
• Assembled uses the total scores from MaestroQA’s total_scores report.
• Scores are dated by when the graded ticket was created in MaestroQA (ticket_created_at), not by when it was graded (date_graded). Keep this in mind when you compare Assembled with MaestroQA reports.
• Scores are matched to team members by email.

Get a MaestroQA API key

Follow the steps in MaestroQA’s API guide to get an API key. Assembled uses it to read your QA data.

Connect MaestroQA in Assembled

1. Go to Configure > Third-party integrations.
2. Under Ready to connect, find the MaestroQA card and select Configure integration.
3. Enter your MaestroQA API key.
4. In Region, choose where your MaestroQA account is hosted: US (app.maestroqa.com) or EU (app.eu.maestroqa.com).
5. Select Connect with MaestroQA.

Assembled then imports your past scores. While it does, the card shows Backfill in progress. When it finishes, the card shows Backfilled until with the date reached, and your MaestroQA scores are in Assembled.

View MaestroQA scores

Go to Report > Agent scorecard and choose a team member. Their MaestroQA scores appear as the QA score metric, next to metrics such as adherence, cases solved, and handle time.

Check scores that don’t match

If scores in Assembled don’t match MaestroQA, first check that you’re comparing by ticket creation date. If they still don’t match, chat with our team and include the team member, the dates, and the scores you expected.