| Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM) |
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 access, filter and view the information on your AutoQA dashboard.
This article contains the following topics:
- Accessing the AutoQA dashboard
- Filtering the AutoQa dashboard
- Drilling down into AutoQA dashboard data
Related articles:
Accessing the AutoQA dashboard
The AutoQA dashboard tracks your teams’ performance across all AutoQA categories.
- In Quality Assurance, click
Dashboard in the sidebar. - From the list of dashboards, select AutoQA.
Filtering the AutoQA dashboard
After accessing the AutoQA dashboard, you can filter the data to analyze specific datasets and gain insights into auto-review performance.
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.
|
| 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. |
After making your selections, click the Update icon (
) to refresh the dashboard data based on your
filters.
To clear your filters, click the Dashboard actions menu (
) and select Reset filters.
See Understanding the AutoQA dashboard in Zendesk QA to understand your cards’ metrics.
Drilling down into AutoQA dashboard data
You can drill into additional data points.
To access additional data points
- In Quality Assurance, click
Dashboard in the sidebar.
- From the list of dashboards, select AutoQA.
- Click on the metric you want to explore.
- From the dropdown menu, select Drill into conversations.
- Click any Conversation link to open it.
You can drill into the following data points:
- Auto-reviewed conversations
- Manually reviewed conversations
-
Acceptance rateAcceptance rate takes into account any manual changes to a given auto score when submitting, including for N/A.
- Modified AutoQA conversation cards
- Category insights
- Category scores per revieweeCurrently, archived and deleted categories are also shown in the category filter.
- Root causes of spelling and grammar.
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