I love the annotations features in Maestro. I also love the drop-down features as I find this helpful to close each section when I am finished grading that part. I keep all of the sections open for the ones I need to continue to work on. Review collected by and hosted on G2.com.
The biggest downside for me is that you can not use formatting in annotations. i use annotations a lot to highlight specific behaviors so I would appreciate if we could also use formatting here such as the ability to add hyperlinks or bold certain words.
I also find that Maestro updates very often and I have lost my work a few times due to Maestro glitching out, it would be helpful if there was an auto-save feature that saved your draft every 10 minutes or so. Review collected by and hosted on G2.com.
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Maestro OG
318 out of 319 Total Reviews for MaestroQA
Overall Review Sentiment for MaestroQA
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MaestroQA is a tool for grading tickets; its user interface, which uses few colours, makes it particularly appealing to use. I've been using MaestroQA for the past 2.5 years; first as an agent, monitoring my quality scores, and now as a Quality Analyst, doing all of the grading. It comes with several features that make grading a simple process. Review collected by and hosted on G2.com.
The only thing I dislike is that we cannot download our grading progress in CSV/PDF format. Review collected by and hosted on G2.com.
The best thing about MaestroQA is its interface, which has a basic colour combination of blue, black and white, making it highly appealing to the eye. The graphs that show the performance of the QA scores make it a great tool for analysing the agent's performance. Review collected by and hosted on G2.com.
I don't think that MaestroQA lacks any features; in fact, I believe it's an ideal tool for Quality Analysts. Review collected by and hosted on G2.com.
I like that MaestroQA help me to give a deeper understanding of my performance so that I can work hard to get my scores up. Further, it gives me direct feedback from my quality analysts. Review collected by and hosted on G2.com.
What I dislike about MaestroQA is that we receive Ces scores from our sellers that for our services we provided, here we are unable to review the scores topic wise. Review collected by and hosted on G2.com.
Where to even begin....
Coming from a previous vendor whose tool is very user-friendly BUT limited in a number of ways, MaestroQA completely flips the script! The agent experience is as thorough and detailed as your QA team wants it to be. The performance dashboards can be customized to almost ANY use case and tailored to your needs. Additionally, you can make them accessible to groups/teams or individual users as necessary. The options for drilling down into metrics and KPIs is unlike anything I have ever come across and, in some ways, outdoes the experience you would have with a Looker or Tableau UI. Metrics/Data is Maestro's bread and butter, so if you are QA/CS Team with an more detail-oriented focus on what is going on in your support teams OR want to push them to grow, THIS is your tool!
The scorecard (rubric) creation process and user experience when grading is very logical and fantastic upon go-live! And the Coaching Platform is their second greatest strength. Multiple ways to track sessions, as well as coaching items and to-do's make for a truly actionable and powerful experience!
Finally, and I cannot understand this, you will not find another vendor with a dedicated customer support like MaestroQA. The amount of support we have received throughout our implementation and even DEMO phase (pre-contract) is ABSURD - and I mean that in the best way possible. Their livechat support is unrivaled - you can almost always count on a response to your questions within minutes, and if you are struggling to produce a certain metric on your own, their CSMs will provide you with steb-by-step solutions.
In conclusion: it may not be the easiest tool to get set up... but when it IS set up, it is a mind-blowing experience. Review collected by and hosted on G2.com.
Two things, which I would say are just the nature of the beast, but it has to be said:
1. The implementation process - while HIGHLY curated by your impl. manager - is lengthy and quite labor-intense. What I recommend here is to really take things step by step/ ie. DO NOT go off creating too many metrics/reports on your own prior to learning the proper steps first - this will ultimately save you time, because there are A LOT of things to consider when handling each step. Which leads me to..:
2. In MaestroQA, many of their features are interwoven with oneanother. Example: If you create a scorecard/rubric and do some grading, you cannot easily delete it because it will likely be linked to certain dashboards and/or automations - one first has to remove it from other existing features prior to being able to delete it. So, again: you have to be methodical about how you test and use certain features, as using and then DELETING them will result in having to rebuild a lot of other metrics, etc.. created in parallel.
Neither of these should, however, keep you from using the platform! It just takes some time to get used to and at least a BIT of technical savvy. Review collected by and hosted on G2.com.
Rubrics are very customizable. Reports are easily generated! Review collected by and hosted on G2.com.
There are no video tutorials on the website itself on how to utilize different features. Review collected by and hosted on G2.com.
Maestro is the best for productiveness in the work field. It is very easy to maneuver and great for feedback Review collected by and hosted on G2.com.
I dont have a least helpful because MaestroQA suites my needs Review collected by and hosted on G2.com.
We were looking for a QA Platform that matches the complexity of our B2B SaaS environment, with a goal of facilitating coaching conversations that up-level our Agents. Maestro has been a great partner for these reasons and more:
• Seamless integration with Zendesk, including rules to include/exclude certain tickets based on Zendesk attributes
• Ability to manage multiple rubrics/create new ones that are robust enough to match our scoring criteria
• Calibration tool allows managers/peer scorers to stay aligned
• Implementation was organized into logical steps and we felt very supported, meaning we hit TTV on our desired timeline Review collected by and hosted on G2.com.
Some of the admin settings aren't intuitive to locate, or require some extra steps/clicks. Ongoing administration is quite lightweight overall, so this is not the end of the world.
We would also love a Gong integration to ingest and score call recordings within Maestro, so both tickets and calls can be scored in a single platform and with shared rubrics. Review collected by and hosted on G2.com.
I like that im able to see what needs to be improvement. I like that you can use the links to take you exactly where the improvement needs. It also gives you the breakdown of each QA score that you used. I like that it give the scores for the week, month and 3 months back. very helpful Review collected by and hosted on G2.com.
There is not to many things that I do not like. I love the app! Helps me understand Review collected by and hosted on G2.com.
I like the way they show us the CES and our quality scores on the tickets. Review collected by and hosted on G2.com.
There can be some more types of graphical representation for scores. Review collected by and hosted on G2.com.
Liked how easy the maestro's interface is to work on and makes the work experience a smooth one. Review collected by and hosted on G2.com.
Nothing I dislike about Maestro. But justa common feedback that the interface can be a bit more interactive. Review collected by and hosted on G2.com.
