Viewing and updating Zendesk QA account settings

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

Quick Look: 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 have not 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).

To access the account settings page

1. In Quality Assurance, click your profile icon in the bottom-left corner.
2. Click the Settings () icon.
3. Click the Sidebar toggle icon () to display the side menu.

   

4. From the Account Settings page, you can access and manage the following settings:
   • General settings
   • Spotlight
   • Connections
   • Notifications
   • Scorecards

Managing account general settings

Account General settings apply to all workspaces, and include the account default workspace, the starting day for the week, and data processing options.

From the General settings page, you can manage the following settings:

Setting	Description
Default workspace	The workspace new users in your account are automatically assigned to in Zendesk QA.
Start of the week	The day your week starts on. Options are Monday or Sunday.
Automatic scoring with AutoQA	Enabling automatic scoring with AutoQA allows Zendesk QA to automatically evaluate and score agents. When off, user interactions aren’t automatically scored. Automated scores contribute to the auto quality score (AQS), but your internal quality score (IQS) remains based solely on your team's manual reviews. Agents participating in these conversations must be users in Zendesk QA and members of the workspaces where AutoQA categories are configured. Autoscoring categories are indicated by a hologram () icon.
LLM-based AutoQA	Control whether LLM-based Auto-QA is on or off. When on, user interactions are automatically scored with AI in AutoQA. Turning LLM integration off does not turn off the AutoQA feature completely. AutoQA categories powered by the AI model remain on the scorecard but are no longer automatically scored. Manually added root causes are also kept, but all LLM-based root causes are removed. Your historical data remains on the AutoQA dashboard. Some spotlight insights will not function when this option is off. See About the pre-defined spotlight insights. 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. If you opt out of OpenAI processing, some language options for AutoQA categories may become unavailable. See Understanding autoscoring categories.
Deleted conversations	Deleting a ticket in Zendesk QA removes the ticket and all related data. Deleting a ticket in Zendesk Support (or another help desk) doesn't affect associated conversation reviews. You can still view and manage them from the Manage reviews page.

Managing Spotlight insights

Spotlight insights automatically surface valuable improvements, and learning opportunities, speeding up your evaluation process.

From the Spotlight page, you can do the following:

Setting	Description
Customize spotlight insights	You can customize the following pre-defined AutoQA Spotlight insights for voice calls: Dead air: Analyzes moments of dead air in conversations that last longer than the set threshold. Recording disclosure missing: Automatically identifies calls lacking the mandatory disclosure statement, such as 'This call will be recorded.' See Customizing spotlight insights.
Create new spotlight insights	In addition to customizing pre-defined AutoQA Spotlight insights and using the standard AutoQA Spotlight insights for voice calls, you can also create new ones. See Creating new Spotlight insights.

Managing connections

Use the Connections page to add, manage, and monitor your connected data sources.

From the Connections page, you can add the following:

Setting	Description
Custom integration	A custom integration allows you to import conversations or users in bulk and export statistical data periodically using the API. Some technical experience may be required. See Setting up a custom integration in Zendesk QA.
Create connection	Note: Before adding a new connection, contact your Zendesk Sales Representative. Add and configure advanced options for help desk connections in Zendesk QA. See Managing advanced options for help desk connections (non-migrated accounts).

Managing account notifications settings

Use the Notifications page to define the default notification settings for all your new account users.

From the Account Notifications page, you can manage the following settings:

Setting	Description
Override settings for all users	With this setting on, you can prevent users from customizing their own settings based on individual preferences.
Email reports	Select if you want to receive reports with statistics about given and received reviews. Valid options are: Daily Weekly Monthly
Notifications	Configure notification timing options for Newly received reviews, Replies in threads, Mentions in comments, and Disputes related to the user. Valid options are: Instantly Every 3 hours Every 6 hours Daily Weekly Month
Reminders	Choose whether to send your users weekly reminders to do reviews.
Slack integrations	Set up the Slack integration so users can receive notifications there. See Receiving Zendesk QA notifications in Slack.

Accessing and managing your scorecards, categories, and root causes

Scorecards in Zendesk QA provide a powerful tool for evaluating agent performance, identifying areas for improvement, and ensuring that your team meets organizational goals. The Scorecards account settings page is where you create and manage scorecards, categories, and root causes. All your existing scorecards, categories, and root causes are listed here.

From the Scorecards page, you can manage the following settings:

Setting	Description
Settings button in the top-right corner	Click the Settings button in the top-right corner to edit your account scorecard setting: Alter the scorecard format by selecting whether to Use emojis instead of numbers. Select if you want to allow users to skip categories and if it applies to all categories (all rating scales within existing scorecards will include N/A as an option), or if you want to specify this for each category in the scorecard setup.
Create new scorecards and categories	Click the Create button in the top-right corner to: Create a new Scorecard Create a new Category
View and manage your scorecards, categories, and root causes	Use the buttons at the top to: View and manage your Scorecards View and manage your Categories View and manage your Root causes
View you automatic scoring with AutoQA status	Check whether Automatic scoring with AutoQA is enabled or disabled for your account. Use the Settings button to quickly access the AutoQA account settings page, where you can make changes. Use the Go to dashboard button as a shortcut to quickly access your AutoQA dashboard.