Accessing and viewing the Categories dashboard in Zendesk QA

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

Quick Look: 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, account managers, and workspace managers can access the Categories dashboard.

This article contains the following topics:

• Accessing the Categories dashboard
• Filtering the Categories dashboard

Related articles:

• Deciding what rating categories to use

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 Zendesk QA, click the Dashboard icon () in the left 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 by review created week.
• 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.

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.

To filter the Categories dashboard

1. From the Categories dashboard, use the Workspace drop-down list to select a workspace.
2. Choose from one 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

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