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Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)

Users are automatically added to Zendesk Quality assurance (QA) when they’re added to your Zendesk account. See Understanding roles and permissions in Zendesk QA. Admins and Workspace Managers can then add or remove users from workspaces and define their permissions within each workspace.

Note: If you are a Zendesk QA customer who has not yet been migrated and are still using the Klaus app for sign-in follow the instructions here instead. 

This article contains the following sections:

  • Managing users
  • Managing workspaces

Related articles

  • Understanding roles and permissions in Zendesk QA
  • Managing groups in Zendesk QA
  • Deciding on one or multiple workspaces

Managing users

Users can operate in different workspaces in Zendesk QA. You can review conversations based on the same criteria for all users or, if your business has different departments, such as Support, Sales, and Customer Success, create multiple workspaces to separate these instances or groups. See Deciding on one or multiple workspaces. 

To adjust a user's workspace permissions

  1. In Zendesk QA, click your profile icon in the bottom-left corner.
  2. Click Users, bots, and workspaces.
  3. Select Users. Your list of users is displayed.
    Tip: You can also organize your users in groups. See Managing groups in Zendesk QA.
  4. Click the options menu icon () next to the user you want to edit, or select the checkboxes for multiple users.
  5. Click Edit details.
  6. From the dropdown select the workspace you want to add your users to, or to remove them from.
  7. Click Save changes.

Managing workspaces

Multiple workspaces can support teams conducting various types of conversation reviews for the same agents. You can perform peer reviews alongside manager reviews, self-reviews with manager reviews, and both reactive reviews (such as those addressing long response times and low CSAT scores), and proactive reviews, which may involve randomly selected conversations.

To manage workspaces in your account

  1. In Zendesk QA, click your profile icon in the bottom-left corner.
  2. Click Users, bots, and workspaces
  3. Click the add () icon next to Workspaces to create a new workspace. Give your workspace a unique name.
  4. Inside each workspace, you can configure the following settings:
    • Members: Add or remove users from the workspace by hovering your cursor to the far right of their name, then click the X that appears. 

      Change their roles for that workspace by clicking the Workspace permissions dropdown and choosing between Manager, Lead, Reviewer, or Agent. See Understanding roles and permissions in Zendesk QA.

    • General: Set up and edit the workspace name and its representative color, toggle unbiased grading and self-reviews on and off, and select the default reviewee. 
      You can also delete the workspace. Note that this cannot be undone.
    • Scorecards: Create scorecards and add rating categories. See scorecard management.
    • Hashtags: Manage custom hashtags and track their usage. See hashtag management.
    • Threshold: Set your overall QA goal. Scores below the threshold will appear in red, while scores above it will appear in green. See threshold settings.
    • Assignments: Set up automatic assignment of conversations based on specific conditions. See assignment settings.
    • Calibration: Ensure that your reviewers provide consistent feedback by having them rate the same conversations and compare their evaluations. Regular calibration helps maintain uniformity in reviews, ensuring agents receive similar feedback regardless of the reviewer. See Setting up calibration in Zendesk QA.
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