Understanding Zendesk QA Terminology

This article acts as a Glossary for specific terminology used within Zendesk QA.

It contains the following terms:

Account Manager

Account Manager
A user role that allows the user the same rights as an admin except billing and ownership.

Account Users
Your overall list of users found in Workspace and Users settings.

Admin
A user role that allows total control and visibility in the account.

Agent
A user role for customer support agents. This user can only receive feedback and do self-reviews.

Authentications
The allowed login methods for your account, e.g., Slack, Google, email, and password.

Category Weight
A sliding scale allowing you to add or reduce the importance of the category when calculating the conversation score.

Comment Hashtag
A custom hashtag you can add to the comment section to track something specific.

Connection
The link between your help desk(s) and Zendesk QA.

Conversation Review
The act of giving feedback in the form of scores and comments for a team member.

Conversations Page
The Zendesk QA page where you can filter tickets and leave conversation reviews for your team.

Critical Category
A Rating Category that will result in a score of 0% being given for the conversation if it scores lower than 50%.

Dashboard
A page in Zendesk QA where you can access reports on team and agent performance.

My Reviews
A page in Zendesk QA where users can consult the feedback they have given and/or received.

Peer Review
The act of giving feedback for a colleague on the same level as you.

Rating Scale
The system you use for leaving feedback, e.g., binary, 3-point scale, 4-point scale.

Rating Category
A specific criteria that you use to evaluate a conversation, e.g., grammar, tone, solution.

Scorecard Tags
Tags you can add to a category to attribute it to a specific scorecard.

Threshold
The percentage score that your agents should achieve. Scores under the threshold show in red in the dashboard.

Workspace Manager
A user role that allows the user the ability to manage and give feedback to their specific workspace.

Workspace Lead
A user role that allows the user to manage certain features and give feedback to their specific workspace.

Workspace Reviewer
A user role that allows the user to give as well as receive feedback in their specific workspace.