Quick Look: Zendesk QA > Dashboard > Reviews
The Zendesk QA Reviews dashboard provides insights into your customer service quality. This article describes how to use dashboard filters to analyze the data in your workspace. Use dashboard filters to quickly find the data you need so that you can evaluate and improve your team's performance.
This article contains the following sections:
Related articles
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.
Note: 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 () 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.
- To choose how self-reviews are displayed, click More then select either Exclude self-reviews, Include self-reviews, or Show only self-reviews.
- When you're done, click the Update 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.
Note that 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: Access manual review data based on active assignments that are accessible to you.
- Helpdesk field and value: Filter 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 a 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 X 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.