| Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM) |
Quick Look: Zendesk QA > Dashboard > Reviews
The Reviews dashboard in Zendesk QA offers valuable insights into the quality of your customer service. Use dashboard filters to efficiently locate the necessary data for assessing and enhancing your team's performance.
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Using dashboard filters
Your Reviews dashboard displays a list of filters that help you analyze the data in your workspace and quickly find the information you need. You can apply one or more filters to your workspace.
Note: Workspace members with the agent role can only see their own data.
To apply dashboard filters
- In Zendesk QA, click
Dashboard in the sidebar, then select Reviews. - Select the filters you want to apply from the filter row on the top.
Click More to access additional filters.
- Select an operator for the filter and enter a value, or values, for each filter.
The default operator is "is," but you can select other options such as "is not," "contains," "starts with," and so on.
- Optionally, click the Add icon (
) next to each filter to add an additional value. - To change how the data is displayed, click More, then select either Conversation created date or Review created date.
- You can also choose how self-reviews are displayed. Click More, then select between Exclude self-reviews, Include self-reviews, or Show only self-reviews.
- When you're done, click the Reload button to filter your workspace data.
Understanding dashboard filters
The following filters are available for the Reviews dashboard:
- Date filter: See Time period selection.
-
Workspace: Allows you to move across workspaces.
If you compare all workspaces, you won’t see detailed data since rating scales, categories, and team members can differ between workspaces. You'll see data only for workspaces that you are a member of.
- Reviewer: The user giving the review.
- Reviewee: The user receiving the review.
- Group: Allows you to select a group. Using groups helps you avoid selecting multiple agents each time you want to see a group's performance.
- Scorecard: Allows filtering by scorecard if multiple scorecards are available.
- Connection name: Choose your helpdesk connection (for example, if you're using multibrand Zendesk instances).
- Hashtag: Reports on the tags left in the Zendesk QA comment section.
- Helpdesk tag: Filters by tags if you use tags in your helpdesk.
- Conversation channel: Filters by channel. For example, only email reviews.
- Assignment name: Accesses manual review data based on active assignments that are accessible to you.
- Helpdesk field and value: Filters fields based on your helpdesk.
Time period selection
- "is in the last" date range selections include the current day, week, month, quarter, or year. For example, defining the custom period "last 3 days" returns data for the day before yesterday, yesterday, and through the end of today. It includes today as one of the three days. Similarly, "last 2 months" returns data for the current and previous months.
- "ago" custom time periods exclude the current day, week, month, quarter, or year. For example, "3 weeks ago" returns data for the previous week and two weeks preceding that. The current week isn't included in the three weeks.
- "is in range" date ranges "until (before)" count from the first date until the day before the second date. For example, if the date range is set to "from 2024/06/09 until (before) 2024/06/13", then it's counted until 2024/06/12, and 2024/06/13 is not counted. If you want 2024/06/13 to count, then search "until (before) 2024/06/14".
- Dates are determined based on the More menu display data settings.
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