Summary: ◀▼
You can set and monitor the pass rate, a key metric that shows the percentage of reviews meeting a quality baseline score. Adjusting the global pass rate updates scores for all data. Use the Reviews dashboard to track overall and individual pass rates, reviewer and reviewee performance, and detailed review scores to maintain quality standards in customer interactions.
The pass rate is a key metric for evaluating the quality of customer interactions in Zendesk Quality assurance (QA). It measures the percentage of reviews that meet a predefined baseline quality score. You can monitor the pass rate on the Reviews dashboard to track performance and ensure quality standards are met.
This article includes the following topics:
About the pass rate
Each review is measured against a baseline set for the Internal Quality Score (IQS) to determine whether it passes or fails. By default, Zendesk QA uses a baseline score of 80%. Reviews scoring 80% or higher pass, while those scoring 79.9% or lower fail.
The pass rate is the percentage of the total reviews that meet and exceed the baseline score. This is calculated by dividing the number of reviews that pass by the total number of reviews.
Setting the account’s pass rate
The pass rate in Zendesk QA is a global setting that applies to your entire account and all workspaces. By default, Zendesk QA uses a pass rate of 80%. When you change it, scores update across both historical data and new reviews.
To change the account’s pass rate
- In Quality assurance, click your profile icon in the top-right corner.
- Click Settings.
- In the sidebar under Account, click General.
- Under Feedback pass rate, select your new pass rate.
- Click Save changes.
Viewing pass rate data in the Reviews dashboard
The Reviews dashboard is comprised of many cards that together provide a quick overview of reviews, including overall and individual pass rates.
- In Quality assurance, click
Dashboards in the sidebar. - On the Reviews dashboard, open the following cards to see scores and pass rate
information:
-
Pass rate: Provides a quick overview of the overall pass rate for your
team.
-
Reviewer performance: Provides detailed information about individual
reviewer performance, including the pass rate for each user, percentage change in
their pass rates over time, and the number of passed reviews.
-
Reviewee performance: Provides detailed information about individual
reviewee performance, including the pass rate for each user, percentage change in
their pass rates over time, and the number of passed reviews.
-
Scores by review: Provides detailed information about each review,
including the score and the pass/fail status. You may notice a difference in colors
between the Score and Pass/Fail columns because they are color-coded based on
different metrics. The colors in the Pass/Fail column are based on the pass rate
baseline score, while the colors in the Score column reflect the workspace's
performance reporting threshold.
-
Pass rate: Provides a quick overview of the overall pass rate for your
team.