The Zendesk QA Reviews dashboard provides various quality indicators that allow you to analyze the quality of your customer interactions. Use the Reviews dashboard to gain insights into your support team's performance by accessing conversation data directly from the dashboard, tracking metrics, such as average review times, and monitoring quality scores across categories.
This article describes how to access, view, and use information on the Reviews dashboard.
Also watch the video below for a brief overview of Zendesk QA dashboards:
This article contains the following sections:
- Accessing the Reviews dashboard
- Understanding overall quality indicator cards
- Understanding additional detailed quality indicators
- Downloading Reviews dashboard data
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Accessing the Reviews dashboard
To access the Reviews dashboard
- In Zendesk QA, click Dashboard in the sidebar, then select Reviews.
The Reviews dashboard opens and displays your quality indicators in cards. You can access additional detailed quality indicators.
Understanding overall quality indicator cards
The Reviews dashboards is separated into several cards that represent your main key performance indicator (KPI) metrics.
The following quality indicators represent your main KPI metrics and are displayed on the Reviews dashboard in cards:
- Internal quality score (IQS): The average of all review scores received or given over a period of time. See Filtering the Reviews dashboard to select a time period.
- Reviews: The number of manually submitted reviews.
- Pass rate: The outcome of your conversation reviews, determined by a predefined baseline. For example, pass or fail. See Pass rate for more information.
- Reviewed conversations: The number of conversations that received one or more manual review.
- Average review time: The average time spent on a conversation until submitted for review.
- Reviewed agents: Number of users that received a manual review.
- Disputed reviews: Percentage of manual reviews that have a dispute.
- Reviews with comments: Percentage of manual reviews that have at least one comment.
- Unseen reviews: Percentage of manual reviews that were not seen.
You may want to use this information to determine your current quality score and how it's changing over time, how active your reviewers are, if your review process is efficient and reviews are being seen, understanding engagement, and more.
Expanding quality indicator cards
Each of your quality indictor cards can be expanded to display more detailed information.
To expand quality indicator cards
- From your Reviews dashboard, select a card.
- Click the options menu (
) then select View > Expanded.
A detailed view of the card opens.
Understanding additional detailed quality indicators
Your Reviews page includes additional quality indicators, which include quality scores over time, category scores over time, average category scores, group category performance, reviewer performance, category insights, review scores, and more.
Quality scores over time
Use the Quality scores over time card to understand the evolution of your quality scores on a weekly basis. You can also view the number of reviews created to understand trend reliability.
Click an aggregated score to drill down into the individual score.
You may want to use this information to understand how strict reviewers are with their ratings, how agents are performing, if there are any outliers that require calibration sessions, and if any agents might require specific training.
Category scores over time
The Category scores over time card displays the evolution of quality ratings over time (weeks), by categories.
This information can help you understand how your categories are developing over time, how many ratings are being given per category, and what specific dates did a category dip or improve. Additionally, you can filter for a specific agent to view their individual data.
Average category scores
Category score cards provide an overview of which categories are above an 80% score and which are below. The charts display which categories have scores above 80% and which have 0% scores.
Use this card to understand how your categories are performing. Which categories are performing above 80% and which ones are below? You can view this information to understand the distribution of scores across categories and which categories consistently fall short with 0% scores.
Category group performance
If your categories are grouped, you can quickly compare the score per category group with this card. It can help you understand your highest and lowest performing category group and compare category group scores to the previous period.
Reviewer and reviewee performance
The Reviewer and Reviewee performance cards show a full overview of all your Zendesk QA users and their individual KPIs.
Use these cards to understand the number of reviews each user is receiving, who is getting higher or lower scores in comparison to their peers, how many reviews are given per user, and who is giving higher or lower scores in comparison to their peers.
Category insights
The Category insights card displays the combined average of all category scores that are given or received. These insights can help you analyze which category receives the highest and lowest quality scores and determine if training sessions are needed for specific categories.
Scores by reviews
The Scores by reviews card shows the review ID, a link to the conversation on the help desk, comments given, and the scores per category. You can filter these scores by reviewer or reviewee and order the table by review scores, assignment name, review time, and generally any column on the table.
When filtering for a specific agent, you can determine which conversations they excelled at and where they can improve. This card can help you spot if there are any outliers in conversations and how reviewers are rating specific conversations.
Downloading Reviews dashboard data
You can download the data from the Reviews dashboard as a CSV or PDF file.
To download the dashboard data
- In the Reviews dashboard, click the opens menu (
) icon. - Select Download.
- In the Format field, select either CSV or PDF.
- Click Download.