What's my plan?
Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)

Assignments in Zendesk QA can help you manage and review customer support interactions.

This article contains the following sections:

  • Adding assignments
  • Creating an assignment based on a conversation view
  • Managing assignments

Creating assignments

Admins, account managers, workspace managers, and leads can set up assignments. See Understanding roles and permissions in Zendesk QA.

To add an agent QA assignment

  1. In Zendesk QA, click your profile icon in the bottom-left corner.
  2. Select Users, bots, and workspaces.
  3. Choose your workspace
  4. In Assignments, click Create assignment.
  5. When prompted, select Agent QA as the assignment type.
  6. On the General tab, enter an Assignment name.
  7. Under Cycle settings, select how frequently the assignment cycle Repeats: Never, Daily, Weekly, Bi-weekly, or Monthly.
  8. Select a custom Start date and time. For monthly assignments, also specify whether you want it to start on the same day every month or on specific dates (for example, the first day of the month or every fourth Thursday).

  9. Select the Timezone.
  10. Configure the assignment's reviewers and reviewees.
  11. Configure the assignment's conditions.
  12. Configure the assignment's goal.
  13. Click Create assignment.

Configuring assignment reviewers and reviewees

Use the Reviewers and reviewees tab to select the reviewers and reviewees for the assignment. When selecting who will review conversations, you can select all workspace users except agents, a group or selection of groups, a user, or a selection of users.

You can also exclude users from reviewing conversations.

To configure an assignment's reviewers and reviewees
  1. Create or edit an assignment.
  2. Click the Reviewers and reviewees tab.
  3. Under Reviewers, select one of the following options:
    • Most active agent: (Default) The user who sent the most public messages.
    • Participant: A user who left either a public reply or an internal note in a conversation.
    • Assignee: The owner of the help desk ticket.
  4. (Optional) If necessary, under Excluded reviewers, select users who shouldn't be reviewers for the assignment.
  5. Under Reviewees, select who is being reviewed: Bots or Agents.
  6. Under Who will be reviewed, select which users or bots should be reviewed.
  7. (Optional) If necessary, under Exclude reviewees, select users who shouldn't be reviewed for the assignment.
  8. If reviewing users, under Which types of users should be selected as reviewees, select Workspace default, Most active agent (default), Participant, Assignee.

Configuring the conditions for the assignment

An assignment's conditions describe characteristics a conversation must have to be assigned to a reviewer by the assignment. For example, the conversations you want reviewed under the terms of an assignment might be summarized as "conversations with more than three replies from the previous 30 days."

Assignment conditions in Zendesk QA are the same as the conversation filter types.

Note: To prevent previously reviewed tickets from being offered for review again, add the following assignment condition: Review status | is | not reviewed.
To configure the assignment's conditions
  1. Create or edit an assignment.
  2. Click the Conditions tab.
  3. Under Date, Conversation, or Help desk, click the add icon to add at least one condition to the assignment.

    For Conversation conditions, you can search for conditions by name or select Show all conditions.

Configuring the assignment goal

The assignment goal is highly configurable. If you already have a QA approach, you can reflect the current process in these settings.

To configure the assignment goal
  1. Create or edit an assignment.
  2. Click the Goal tab.
  3. Under Assignment approach, select Reviewers can choose conversations from the shared pool or Reviewers are assigned conversations from the shared pool.
  4. Under Review goal, select one of the three options:
    • Reviewers must collectively review a set number of conversations: Set an exact number or a percentage of conversations reviewers need to cover.
    • Each reviewer must do a set number of reviews: Specify the individual goal for each reviewer.
    • Each reviewee must have a minimum number of their total conversations reviewed: Define the reviewee-based objective by setting a specific number or percentage of conversations that must be rated for each reviewee.
  5. (Optional) Under Advanced settings, you can configure the following settings:
    • Specify minimum reviews for each reviewee: Select to ensure a minimum number of reviews per reviewee are covered.
    • Self-reviews: Select to allow your reviewers to be assigned their own conversations for review.
      Note: The agent role does not have access to assignments.
    • Replacing conversations: Select if you want reviewers to be able to choose a different conversation to review, instead of the one provided from the list.

Creating an assignment based on a conversation view

Another way to create an assignment is from a conversation filter. Conversation view filter and then click Turn into assignment. See Finding conversations to review using custom filters.

To turn a conversation view into an assignment
  1. In Quality assurance, click Conversations in the sidebar.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Public filters or Private filters to display a list of your public or private filters.
  4. Next to the filter you want to turn into an assignment, click the options menu () and select Edit.
  5. At the bottom of the page, click Turn into an assignment.

Managing assignments

The list of Assignments is shown under Tasks and also in the Zendesk QA browser extension.

After you create an assignment, you can do the following:
  • Viewing assignment tasks
  • Filtering and sorting assignment tasks
  • Replacing, reassigning, and removing conversations from an assignment

Viewing assignment tasks

Assignment tasks are the conversations that met the assignment's conditions and have been assigned to a reviewer. Assigned conversations are listed on the Tasks page and in the browser extension.

To view assignment tasks
  1. In Quality Assurance, click the Tasks icon in the left sidebar.
  2. Expand Your assignments or Other assignments to view a list of assignments.
  3. Click an assignment to open a list of assignment tasks (assigned conversations).

    Within the assignment task, you can see the remaining time to complete the task, the total goal, and your individual goal for shared conversation pools.

  4. For an overview of the assignment task, click the information icon () above the conversation list. This is also a shortcut for editing an assignment.

When using the browser extension to access a conversation, the name and goal of the assignment is only displayed when navigating directly from the assignments view.

Filtering and sorting assignment tasks

You can filter the list of assigned conversations for an assignment by reivewee, the status of the review. Additionally, you can sort the list by newest, oldest, recently updated, recently repliced, most replies, least replies, or random.

To filter assignment tasks
  1. In Quality Assurance, click the Tasks icon in the left sidebar.
  2. Under Your assignments or Other assignments, select an assignment.
  3. In the assignment task list, select your filters or sorting:
    • To filter by reviewee, click All reviewees (default). Other options are: All reviewers except me and individual users who are being reviewed.
    • To filter by assignment task status, click To do (default). Other options are: Draft, Done, Removed.
    • To sort the list, click Random (default). Other options are: Newest, Oldest, Recently updated, Recently replied, Most replies, and Least replies.

    Filters and sorting selections are applied to the list immediately.

Replacing, reassigning, and removing conversations from an assignment

To manage conversations within an assignment, you can:

  • Reassign to other users: Conversations can be assigned to different reviewers.
  • Replace conversation: Remove and replace the conversation with another one matching the filters.
  • Remove conversation: Remove the conversation from the pool.

Tip: If you need to update an assignment mid-cycle, you can do so without losing the cycle's progress. All given reviews will still count towards the goal of the assignment.
Powered by Zendesk