Using the Conversations view

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

Quick Look: Zendesk QA > Users, bots, and workspaces > Conversations

The Conversations view allows you to filter conversations for review, leave scores, and provide comments for agents. This helps streamline the quality assurance process and improve customer support.

This article contains the following sections:

• Filtering conversations
• Refining your search
• Reviewing conversations and messages
• Translating conversations
• Starring conversations
• Leaving scores
• Leaving comments
• Submitting your review
• Adding a conversation to a calibration session
• Pinning conversations

Filtering conversations

Filtering conversations helps you find the right interactions to review. You can create public or private filters based on any help desk field (standard, custom, and tags) and save those filters for future use. Filters can be public or private, and are accessed from the sidebar under Conversations.

Commonly used filter conditions include:

• Replay count is greater than or less than X
• Assignee is X
• Satisfaction score is X
• Created date is X

For more on creating and managing conversation filters, see Creating custom filters for conversation reviews.

Refining your search

After filtering your conversations, you can further refine your search. Use the dropdown options to select how you want the conversations to be displayed, how many conversations you want to see, and whose assignee's conversations you want to see.

Tip: You can also search for specific tickets in Zendesk QA by using the search box at the bottom of the conversations list.

Reviewing conversations and messages

To review a conversation, select it on the left then click on the Review button to enable review mode and see your scorecard. You can review the entire conversation or click on a specific message to review that message and the corresponding agent. This is useful if multiple agents have replied to the customer and you want to review only one agent's part of the conversation.

The side panel provides additional context on the conversation, including outliers, survey results, reviews, and disputes.
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Translating conversations

You can translate conversations from supported languages to your preferred language, as defined in your agent settings, by clicking the globe icon. You can switch between viewing the end user’s original untranslated messages and the translated versions.

Starring conversations

You can save a conversation for later by using the star button. Starred conversations can be found under the Starred conversation filter.

Leaving scores

Once you have read the conversation, you can leave scores for each of your categories. After submitting the conversation, a score out of 100% will be calculated based on the weights you have added to your critical categories.

Leaving comments

Leaving comments is encouraged. You can expand the comment box if you want to write more. You can also add comment hashtags and mentions to bring someone else into the conversation.

Submitting your review

After adding scores and comments, submit the score to the agent. If you have invited the agent, they will receive a notification asking them to log in and consult the feedback in their My Received Reviews inbox.

Adding a conversation to a calibration session

You can easily add a conversation to a new or existing calibration session from the conversation view.

Pinning conversations

If there is a particularly interesting or important conversation you'd like to emphasize or there is something that requires coaching, you can pin it to a coaching session and pin it under a specific user.