This article describes how to set up assignments in Zendesk QA to help manage and review customer support interactions.
This article contains the following sections:
Adding assignments
Admins, account managers, workspace managers, and leads can set up assignments.
To add an assignment
- In Zendesk QA, click your profile icon in the bottom-left corner.
- Select Users, bots, and workspaces.
- Choose your workspace
- In Assignments click Add assignment.
- Enter a name for your assignment.
- Choose its cycle repetition settings (daily, weekly, bi-weekly, or monthly).
- Select a custom start date, time, and time zone. For monthly assignments, choose 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).
- Select a custom start date, time, and time zone. For monthly assignments, choose 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).
Reviewers and reviewees
Choose your reviewers and reviewees.
Select who will review conversations. You can choose between all workspace users except agents, a group or selection of groups, a user or a selection of users.
You can also select who to exclude from reviewing conversations.
Select who will be reviewed. You can select reviewees from bots or agents.
You can also select which user and bots to exclude from having their conversations reviewed using the Exclude reviewees dropdown menu.
The most active agents are selected by default, but you can choose between the following types of users as reviewees:
- Most active agent: 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.
Conditions
Select the conditions to assign the right kind of conversations for reviewing (for example, conversations with more than three replies from the previous 30 days).
The assignment conditions in Zendesk QA are the same as the conversations filters. See Understanding filter types.
Goal
The assignment setup is flexible, so you can adapt it to your current QA process.
- Assignment approach: Choose whether to allow reviewers to select their own conversations or have them assigned from a pre-set list.
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Self-reviews: Select if you want to allow your reviewers to do self-reviews. Note: The agent's role does not have access to assignments.
- Replacing conversations: Select whether reviewers have the option to choose a different conversation to review instead of the one provided from the list.
Set your Review goal:
- 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 all.
- Each reviewee must have a minimum number of their total conversations reviewed: Define the reviewee-based objective by setting a specific quantity or percentage of conversations handled by each reviewee that must be rated.
- Specify minimum reviews for each reviewee: This additional setting ensures a minimum number of reviews per reviewee is covered.
Double-check that everything is correct and click Create assignment.
Turning a conversation view filter into an assignment
Another way to create an assignment is to set up a Conversation view filter and then clicking Turn into assignment. See Finding conversations to review using custom filters.
Managing assignments
The list of Assignments is displayed under Tasks. It's also displayed in the Browser Extension.
In the assignment task you can see how much time you have left to finish the assignment, the total goal, and your goal (for shared pools of conversations).
You can also filter based on the following:
- Reviewees or Reviewers
- Status (To do, Draft, Done, and Removed)
- Sorting
For an assignment overview, click the ℹ️ button. This is also a shortcut for editing the assignment's conditions.
When accessing a conversation via the Browser Extension, the name and goal of the assignment are only displayed when navigating directly from the assignments view.
Replacing, reassigning, or removing conversations
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.