Summary: ◀▼
Set a workspace performance reporting threshold to track QA scores against your KPIs and see at a glance which reviews meet your quality standards. You can adjust the threshold for each workspace, and the Reviews dashboard uses color coding to show scores above or below the target. This helps admins and workspace managers compare threshold and pass rate baseline score results.
Admins and workspace managers can configure thresholds for each workspace in Zendesk Quality assurance (QA). These customizable metrics help you monitor customer interactions to ensure agents are meeting your unique quality standards.
The thresholds defined for your workspaces are displayed on the Reviews dashboard with color codes: green for scores that meet or exceed the threshold, and red for scores that do not.
For example, if your internal key performance indicator (KPI) for quality assurance is 80%, set the threshold accordingly. Scores below this threshold will appear red on the dashboard.
This article contains the following topics:
Setting the performance reporting threshold
Thresholds are configured for workspaces. All review scores within a workspace are evaluated against the threshold.
To set the threshold for a workspace
- In Quality assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
- Under Workspaces, click the name of the workspace for which you want to manage the threshold.
- Click Threshold.
- Adjust the Threshold slider to set the desired value for the workspace.
When you view the Reviews dashboard for this workspace, the colors will reflect your KPIs.
Understanding the difference between a threshold and the baseline score
You may notice different colors between the Score and the Pass/Fail columns in dashboards and cards 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 threshold on the Reviews dashboard. If the threshold you configure is the same as the baseline score, the color-coding in the Score and Pass/Fail columns will match. However, when the values are different, you can see a score displayed with a green background while the corresponding Pass/Fail value is displayed with a red background, or vice versa.
