Monitoring global and individual pass rates in Zendesk QA

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The pass rate is a key metric for evaluating the quality of customer interactions. 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
• Viewing pass rate data in the Reviews dashboard

Related articles

• Accessing and viewing the Reviews dashboard
• Setting a performance reporting threshold in Zendesk QA

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.

Note: The pass rate for Zendesk QA is a global setting that applies to your entire account and all workspaces. To change the baseline score, contact Zendesk customer support.

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.

To view the pass rate data in the Reviews dashboard

1. In Zendesk QA, click Dashboard in the sidebar, then select Reviews.
2. 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.