Admins, account managers, and workspace managers can configure thresholds for each workspace in Zendesk 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 dashboards 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 Zendesk QA, click your profile icon in the bottom-left corner.
- Select Users, bots, and workspaces.
- Click Workspaces and then click the name of the workspace you want to add a threshold to.
- Click Threshold.
- On the Thresholds page, adjust the Threshold slider to set the desired
value for the workspace.
When you view the dashboard for this workspace, the colors will reflect your KPIs. See Accessing and viewing the Reviews dashboard.
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. 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.
