You can use the dashboard to gain valuable insights into how your categories are performing, helping you make more informed decisions.

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

Summary: ◀▼

The Categories dashboard gives you a quick view of category scores and root causes, helping you track average ratings, root cause counts, and usage by reviewer, reviewee, tiers, and sub-tiers. You can filter by date, workspace, scorecard, category, channel, and root cause type to spot trends and make better QA decisions.

Location: Zendesk QA > Dashboard > Categories
The Zendesk QA Categories dashboard provides an overview of category scores and root causes in your organization. It helps you report on the following over a time period you specify:
  • The average score of all category ratings.
  • The total number of root causes added to category ratings.
  • Root causes by reviewer and reviewee.

You can use the dashboard to gain valuable insights into how your categories are performing, helping you make more informed decisions.

Admins and workspace leads and managers can access the Categories dashboard.

This article contains the following topics:

  • Accessing the Categories dashboard
  • Filtering the Categories dashboard

Related articles:

  • About dashboards in Zendesk QA
  • About rating categories for scorecards

Accessing the Categories dashboard

The Categories dashboard gives you valuable insights into your category scores and root cause counts.

To access the Categories dashboard

  1. In Quality assurance, click Dashboards in the sidebar.
  2. From the list of dashboards, select Categories.

From the dashboard, you can view:

  • The average score of your category ratings.
  • The number of root causes added to category ratings.
  • Your category score and root causes by review creation week.
  • Tier details: Root cause usage broken down by tiers and sub-tiers, including times used and usage percentage.
  • Sub-tier details: Root cause usage broken down by sub-tiers, including times used and usage percentage.
  • Root cause details: Individual root cause usage across all tiers and sub-tiers, including times used and usage percentage.
  • Root causes for each reviewer.
  • Root causes for each reviewee.

Filtering the Categories dashboard

In the Categories dashboard, you can filter the data to analyze categories by dates, workspaces, reviewers, and more.

To filter the Categories dashboard

  1. From the Categories dashboard, use the Workspace drop-down list to select a workspace.
  2. Choose any of the following filters to configure the dashboard for your needs:
    • Date filter
    • Workspace
    • Reviewer
    • Reviewee
    • Group
    • Scorecard
    • Category
    • Connection name
    • Hashtag
    • Helpdesk tag
    • Conversation channel
    • Assignment name
    • Helpdesk field
    • Helpdesk value
    • Root cause tier
    • Root cause sub-tier
    • Root cause type: lets you filter by loose, sub-tiered, and tiered root causes.

See Understanding dashboard filters.

Additionally, you can display data based on the date a conversation or review was created and include or exclude self reviews. See Understanding the Display settings menu.

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