Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM) |
This article explains how to track review time in Zendesk QA, helping you understand tracking action triggers, as well as where you can view the tracked review time. Note that the review tracking time works only with the latest version of our Browser Extension.
This article contains the following sections:
Understanding review time
Review time in Zendesk QA is the active time spent on a conversation until the review is submitted. Time tracking only occurs when the user is on the conversation review window in Zendesk QA. Once a review is submitted, the time spent on it is displayed under the given feedback for each reviewer separately.
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- Conversation view
- Individual message views in a conversation
- Assignments reviews
- Browser Extension reviews.
Review time tracking actions
Review time tracking action | Action trigger |
Starting | Review time tracking starts whenever a conversation is opened. |
Pausing |
Review time will be paused automatically in the background if the user:
|
Resuming | Review time tracking will resume when the conversation is opened again or the user reactivates after being idle for longer than 30 seconds. |
Stopping | Tracking will stop once the review has been submitted. |
Checking review time on the dashboard
The average review time is displayed alongside the Interaction Quality Score (IQS) and CSAT (customer satisfaction). It is also available on the Dispute Dashboard (see Disputing a review) and the Coaching session view (see Using Zendesk QA for coaching).
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