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Understanding roles and permissions in Zendesk QA
Understanding Zendesk QA Terminology
Viewing and updating Zendesk QA account settings
Viewing and updating personal settings in Zendesk QA
Setting up a scorecard
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Accessing and viewing the Assignments dashboard in Zendesk QA
Accessing and viewing the Reviews dashboard in Zendesk QA
Filtering the Reviews dashboard
Using the surveys dashboard
Understanding Zendesk QA Reviews dashboard calculations
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Finding conversations to review using custom filters
Filtering Conversations
Adding custom hashtags to Zendesk QA comments
Using the Conversations view
Using the phone call activity indicator
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Managing users and workspaces in Zendesk QA
Creating multiple scorecards
Setting a performance reporting threshold in Zendesk QA
Deleting a Zendesk QA workspace
Comparing reviews across Zendesk QA workspaces
Setting up autoscoring in Zendesk QA using AutoQA
Activating Voice QA
Understanding Voice QA in Zendesk QA
Analyzing phone calls and transcripts in Voice QA
Manually identifying AI agents in Zendesk QA
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Accessing and using Zendesk QA as an agent
Using Zendesk QA as a Reviewer
Managing received and given reviews
Disputing a review
Setting up assignments in Zendesk QA
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Using pinned notes to coach agents
Creating and managing quizzes
Understanding coaching sessions
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Setting up a custom integration in Zendesk QA
Installing and configuring the Five9 integration for Zendesk QA
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Zendesk QA account settings (non-migrated accounts)
Exporting data from Zendesk QA (non-migrated accounts)
Importing conversations via API (non-migrated accounts)
Adding team members as connected or invited users in Zendesk QA (non-migrated accounts)
Connecting your help desk to specific workspaces in Zendesk QA (non-migrated accounts)
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