Filtering the AutoQA dashboard in Zendesk QA

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

Quick Look: Zendesk QA > Dashboard > AutoQA

The AutoQA dashboard tracks your teams’ performance across all AutoQA categories for 100% of your ticket volume. It’s the best place to track trends over time and identify the training needs of your teams and individual agents.

This article describes how to filter the information on your AutoQA dashboard.

This article contains the following topics:

• Using AutoQA dashboard filters
• Filter options for the AutoQA dashboard

Related articles:

• Understanding the AutoQA dashboard in Zendesk QA

Using AutoQA dashboard filters

You can filter the data to analyze specific datasets and gain insights into auto-review performance. These filters apply to all cards on this dashboard.

To apply dashboard filters

1. In Quality Assurance, click Dashboard in the sidebar, then select AutoQA.
2. Select and configure one or more of the filters.
3. Click the Update icon () to refresh the dashboard data based on your filters.

Clearing filters

Filters can be removed individually or all at once.

To clear all dashboard filters

1. In Quality Assurance, click Dashboard in the sidebar, then select AutoQA.
2. Click the Dashboard actions menu () and select Reset filters.

Filter options for the AutoQA dashboard

The following filters are available for the AutoQA dashboard:

Filter name	Description
Date filter	Select a time period. By default, the dashboard returns data for the last month. "is in the last" date range selections include the current day, week, month, quarter, or year. For example, defining the 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. "is in range" date ranges "until (before)" count from the first 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".
Workspace	Choose your workspaces. This filter displays results based on selected workspaces with AutoQA review results.
Root cause	Select one or more root causes.
Reviewee	Display result based on selected reviewees.
Language	Display results based on selected conversation languages.
Rating category	Display results based on selected auto categories.
Group	Display results based on user groups.
Participant type	Bot or user.
Conversation channel	Display results based on conversation channel.
Connection	Display results based on connections.
Rating score	Display results based on selected rating score values.
Low bot communication efficiency	Show results only if the low bot communication efficiency insight is detected or not.
Bot repetition	Show results only if the bot repetition insight is detected or not.
Churn risk	Show results only if the churn risk insight is detected.
Escalation	Show results only if the escalation insight is detected.
Exceptional service	Show results only if the exceptional service insight is detected.
Follow-up	Show results only if the follow up insight is detected or not.
Outlier	Show results only if the outlier insight is detected: Yes/No
Sentiment	Show results only if the sentiment insight is positive or negative.
Helpdesk tag	Display results based on Help desk tag.