Viewing and updating Zendesk QA account settings

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

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Admins and account managers can configure account settings to enhance customer service operations. You can manage general settings, connections, notifications, scorecards, and AI insights. Adjust settings like automatic scoring, reviewer anonymity, and data connections to streamline processes and improve team performance. Utilize scorecards and spotlight insights to evaluate agents, identify improvement areas, and ensure alignment with organizational goals.

Location: Zendesk QA > Settings

In Zendesk QA account settings, admins and account managers can configure settings that apply to the entire account and all workspaces.

Zendesk QA customers who haven't yet been migrated and are still using the Klaus app for sign-in may still see additional settings listed under their account settings. See Zendesk QA account settings (non-migrated accounts).

This article contains the following sections:

Accessing account settings
Managing general settings
Managing connection settings
Managing account notification settings
Managing scorecard, category, and root cause settings
Managing spotlight settings
Managing AI insights settings (EAP)

Viewing and updating personal settings in Zendesk QA

Accessing account settings

Admins and account managers can access account settings from the settings menu. Admins have access to more general settings than account managers.

To access the account settings page

In Quality Assurance, click your profile icon in the top-right corner.
Click Settings ().
(Optional) Click the Toggle sidebar icon () to display the side menu.
From account settings, view and manage the following:

Managing general settings

General account settings allow you to define the experience for all workspaces.

On the General account settings page, account managers can view and configure only the start of the week, while admins can view and configure all of the following:

Setting or action	Description
Default workspace	Workspace all new users in the account are automatically assigned to.
Start of the week	Day the week starts on in Zendesk QA. Options are Monday or Sunday.
Automatic scoring with AutoQA	Turns autoscoring on or off. Turning on automatic scoring with AutoQA allows Zendesk QA to automatically evaluate and score agents. Turning it off means user interactions are not automatically scored. Automated scores contribute to the auto quality score (AQS), but the internal quality score (IQS) remains based solely on manual reviews. Participating agents must be Zendesk QA users and members of the workspaces where AutoQA categories are configured. Autoscoring categories are indicated by a hologram icon ().
LLM-based AutoQA	Controls whether Auto-QA processing by large language models (LLMs) is on or off. Turning on LLM-based AutoQA allows it to automatically score user interactions with AI. Turning off LLM integration doesn’t turn off the AutoQA feature completely. When it’s turned off, the following data remains: AutoQA categories powered by the AI model remain on the scorecard but are no longer automatically scored. Manually added root causes remain but not LLM-based root causes. Historical data remains on the AutoQA dashboard. When this option is turned off, AI insights based on custom prompts (EAP), some spotlight insights, and some AutoQA categories language options won't function. AutoQA uses AI and large language models (LLMs) to automatically score specific categories. Your data is processed under a strict Data Processing Agreement (DPA) and is never used to train any models. Learn about generative AI at Zendesk.
Hide reviewer identities from agents	Controls whether reviewer anonymization is on or off. Turning on this option means agents can’t identify the reviewer giving them an evaluation. This can help ensure unbiased feedback and foster a fair and constructive QA process.
Deleted conversations	Allows you to manage or delete reviews associated with deleted tickets in Zendesk QA. Deleting a ticket in Zendesk Support (or another help desk) doesn't affect associated conversation reviews. You can still access a review using the ticket ID. Deleting reviews in Zendesk QA removes the ticket and all related review data.

Managing connection settings

Connection settings allow you to add, manage, and monitor connected data sources.

On the Connection settings page, admins and account managers can view and configure the following:

Setting or action	Description
Custom integration	Allows you to add a new connection with a custom integration. A custom integration allows you to use an API to import data about conversations or users in bulk and export statistical data. Some technical experience may be required.
Create connection	Allows you to add and configure advanced options for help desk connections in Zendesk QA. Note: You must contact your Zendesk Sales Representative before adding a new connection.
Edit connection	Allows you to update a connection, including the name, account ID, and token.
Delete connection	Allows you to remove a connection from Zendesk QA. This action is irreversible. Deleting a connection removes all help desk-related data for this connection from Zendesk QA, including conversations, fields, and tags. Submitted reviews are not affected and remain visible in specific views.

Managing account notification settings

Notification settings allow you to define the default notification behavior for new users.

On the Notification settings page, admins and account managers can view and configure the following:

Setting or action	Description
Override settings for all users	Allows you to prevent users from customizing their own settings.
Email reports	Allows users to receive automated email reports with statistics about given and received reviews. Options include the following: Daily Weekly Monthly
Notifications	Allows users to receive notifications for newly received reviews, replies in threads, mentions in comments, and disputes related to them. Options for each notification type include the following: Instantly Every 3 hours Every 6 hours Daily Weekly Monthly Off
Reminders	Allows you to send automated weekly reminders to users who haven’t done any reviews.
Slack integrations	Allows you to set up an integration so users can receive notifications directly in Slack.

Managing scorecard, category, and root cause settings

Scorecards are a powerful tool for evaluating agent performance, identifying areas for improvement, and ensuring that your team meets organizational goals. Scorecard settings allow you to create and manage scorecards, categories, and root causes. All scorecards, categories, and root causes are listed here.

On the Scorecards page, admins and account managers can view and configure the following:

Setting or action	Description
Settings	Allows you to view or update the following scorecard settings: Using emojis instead of numbers. Letting people skip categories. All rating scales within existing scorecards will include N/A as an option.
Create	Allows you to create a new scorecard or create a new category.
Scorecards	Allows you to view and manage scorecards.
Categories	Allows you to view and manage categories.
Root causes	Allows you to view and manage root causes.
Automatic scoring with AutoQA status	Allows you to see the AutoQA status. Provides shortcuts to access the AutoQA account settings and AutoQA dashboard.

Managing spotlight settings

Spotlight insights automatically surface valuable improvements and learning opportunities, speeding up the evaluation process. Spotlight settings allow you to create and manage spotlight insights.

On the Spotlight page, admins and account managers can view and configure the following:

Setting or action	Description
Customize predefined spotlight insights	Allows you to customize predefined AutoQA spotlight insights for calls, including the following: Dead air Recording disclosure missing
Create new spotlight insights	Allows you to create new spotlight insights.
Manage spotlight insights	Allows you to view and edit custom spotlight insights created in the account.

Managing AI insights settings (EAP)

Note: AI insights are currently in an early access program (EAP). You can sign up for the EAP here.

AI insights automatically surface valuable improvements and learning opportunities, speeding up the evaluation process. AI insights settings allow you to create and manage AI insights.

On the AI settings page, admins and account managers can view and configure the following:

Setting or action	Description
Create new AI insights	Allows you to create AI insights, including the following: Creating AI prompt-based rating categories (EAP) Creating AI prompt-based spotlight insights (EAP) Creating exact text-match custom rating categories (EAP) Creating exact text-match AI insights spotlights (EAP)
View and manage system, exact text-match, and prompt-based categories and spotlights	Allows you to manage AI insights, including the following: Managing autoscoring categories Managing AI spotlight insights (EAP)