| Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM) |
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, account managers, 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 Zendesk QA, click the Dashboard icon (
) in the left 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 assigment 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:
Under Last updated, you can see when the dashboard data was last updated (time is in UTC).
Assignments, assignment cycles, assignment tickets, and assignment reviews are updated at least every 15 minutes. Dashboard data for workspaces and users is updated approximately every 1.5 hours.
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. Both the review and conversation IDs are hyperlinked for easy navigation to specific review conversations.
You can also download the data into a CSV file.
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.
Replaced and removed conversations card
The Replaced and Removed conversations card displays how many conversations were replaced or removed from their assigned shared pool by reviewers.
Clicking the number of reviews under Replacements and Removals allows you to drill down into the reasons for each replacement or removal.
1 comment
Martin Sachs
We have lots of assignments due to the structure of our support org. It appears as if I can not view data for more then one assignment at a time but can for multiple assignment periods. Am looking for a way for management to be able to see all the assignments for a given period(s) at one time. Currently, due to the need to filter on both fields, this is a daunting task. Am I missing something?
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