Summary: ◀▼
The Assignments dashboard gives you a clear view of review activity, goal completion, and conversation replacements or removals across workspaces, assignments, and assignment cycles. You can filter by workspace, assignment, and cycle to track reviewer performance, reviewee activity, and team goals, then drill into ticket-level details or download the data to spot trends and improve quality review targets.
The Zendesk QA Assignments dashboard provides an overview of review activity across your workspaces, assignments, and assignment cycles. It helps you compare review performance against established goals for both individual reviewers and groups.
Additionally, the dashboard shows how often assignment conversations are replaced or removed by reviewers across their workspaces, assignments, and assignment cycles.
You can use these insights to optimize the automated workflows of your assignments and ensure that your teams consistently meet quality review targets.
Admins and workspace managers can access the Assignments dashboard in Zendesk QA.
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Accessing the Assignments dashboard
The Assignments dashboard lists all workspaces containing at least one assignment.
To access the Assignments dashboard
- In Quality assurance, click
Dashboards in the sidebar. - From the list of dashboards, select Assignments.
- From this dashboard you can:
- Track the number of assignment reviews made for specific reviewees.
- Monitor the number of replaced or removed assignment tickets by reviewer.
- Drill down into specific tickets that were replaced or removed.
- Track team-level goals and their completion percentages.
Filtering the Assignments dashboard
After accessing the Assignments dashboard, you can filter the data to analyze specific datasets and gain insights into review performance.
To filter the Assignments dashboard
- From the Assignments dashboard, use the Workspace drop-down list to select a workspace.
- Choose an assignment from the Assignments drop-down list.
- From the Assignment cycle drop-down list, choose one or multiple cycles.
- Click one of the following cards to analyze its data:
Goal completion card
The Goal completion card displays metrics related to the completion of review goals, including:
- Number of completed reviews
- Number of targeted reviews (team-level goal)
- Completion rate by assignment cycle
Clicking the number displayed under Reviews allows you to drill into goal completion data per conversation. See Accessing additional data points.
You can also download the data. See Downloading dashboard data.
Reviewers card
The Reviewers card provides an overview of how many reviews each reviewer completed, whether they were assigned a goal, and their goal completion rate.
If no value is displayed under Goal, it indicates that the reviewer was not assigned a goal.
Reviewees card
The Reviewees card shows how many reviews each agent (or reviewee) completed in each assignment cycle.
Click the number displayed under Reviews to drill down into the data and view the initial reviews and conversations.
