Accessing and viewing the Categories dashboard in Zendesk QA

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The Categories dashboard offers insights into category scores and root causes, helping you analyze performance over time. You can filter data by dates, workspaces, reviewers, and more to tailor the view to your needs. This feature supports informed decision-making by providing a clear view of average scores, root causes, and performance metrics for each reviewer and reviewee.

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, 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:

• About dashboards in Zendesk QA
• 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 Quality Assurance, click the Dashboard icon () in the left sidebar.
2. Click the Toggle sidebar icon () to display the side menu.
3. 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.

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

     See Using 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.