Verified AI summary ◀▼
The Reviews dashboard helps you analyze your support team's performance by providing insights into quality scores, review times, and conversation metrics. Use it to track key performance indicators, understand category performance, and identify areas for improvement. The dashboard's detailed quality indicators allow you to monitor trends, assess reviewer and agent performance, and explore root causes, enhancing your quality assurance process.
The Reviews dashboard in Zendesk QA includes all the data of your manually submitted reviews and allows you to view a breakdown of your quality results.
By accessing conversation data directly from the Reviews dashboard, you can gain insights into your support team's performance. This article describes how to access, view, and use the information on your Reviews dashboard. Its various quality indicators allow you to monitor quality scores across categories, track metrics like average review times, and analyze the quality of your customer interactions.
This article contains the following topics:
- Overview of the Reviews dashboard (video)
- Understanding the quality indicators on the Reviews dashboard cards
- Accessing the Reviews dashboard
Related articles:
Overview of the Reviews dashboard (video)
In addition to the details in this article, this video provides a helpful visual overview of the Reviews dashboard.
Understanding the quality indicators on the Reviews dashboard cards
The Reviews dashboard is separated into several cards that represent your main key performance indicator (KPI) metrics.
You may want to use this information to determine your current quality score and how it's changing over time. It can also help you understand if your review process is efficient and reviews are being seen, how active your reviewers are, and more.
Main Reviews dashboard cards
The following quality indicators represent your main KPI metrics displayed on these cards:
- Internal quality score (IQS): The average of all review scores received or given over a period of time expressed as a percentage.
- Reviews: The number of manually submitted reviews.
- Pass rate: The outcome of your conversation reviews, determined by a predefined baseline, for example, pass or fail.
- Reviewed conversations: The number of conversations that received one or more manual review.
- Average review time: The average time spent on a conversation before it was submitted for review.
- Reviewed agents: Number of users who received a manual review.
- Disputed reviews: Percentage of manual reviews that have a dispute.
- Reviews with comments: Percentage of manual reviews that have at least one comment.
- Unseen reviews: Percentage of manual reviews that have not yet been seen by reviewees. Bots are not included in the unseen reviews metric.
Additional detailed quality indicators
Your Reviews page includes the following additional quality indicators displayed in graphs and charts:
Quality scores over time
Use the Quality scores over time card to understand the evolution of your quality scores on a weekly basis. You can also view the number of reviews created to understand trend reliability.
Click an aggregated score to drill down into the individual score.
You may want to use this information to understand how strict reviewers are with their ratings, how agents are performing, if there are any outliers that require calibration sessions, and if any agents might require specific training.
Category scores over time
The Category scores over time card displays the evolution of quality ratings over time (in weeks), by categories. This card compares categories to each other and does not reflect on your agents.
This information can help you understand how your categories are developing over time, how many ratings are being given per category, and what specific dates did a category dip or improve. Additionally, you can filter for a specific agent to view their individual data.
Average category scores
The category chart display which categories have scores above 80% and which have 0% scores.
Category score cards provide an overview of which categories are above an 80% score and which are below.
Use these cards to understand how your categories are performing. You can view this information to understand the distribution of scores across categories and which consistently fall short with 0% scores.
Category group performance
If your categories are grouped, you can quickly compare the score per category group with this card. It can help you understand your highest and lowest performing category group and compare category group scores to the previous period.
The Category insights card displays the combined average of all category scores that are given or received. These insights can help you analyze which category receives the highest and lowest quality scores and determine if training sessions are needed for specific categories.
You can drill into all the numbers in the scorecard for a more granular view and understand, for example, which agents are struggling the most with some category performances, or which tickets contributed the most to those results.
You can also check how frequently a category has been disputed. This can help ensure that agents and reviewers have a consistent understanding of what those categories mean.
Root causes and workspaces
Here, you can view the number of times a root cause has been selected. You can also click into it to see the list of conversations and agents that contributed to those root causes.
If you operate multiple workspaces, you can also compare their quality results.
Reviewer and reviewee performance
The Reviewer and Reviewee performance cards show a full overview of all your Zendesk QA users and their individual KPIs.
Use these cards to understand the number of reviews each user is receiving, who is giving and receiving higher or lower scores in comparison to their peers, and how many reviews are given per user.
This helps you measure trends over time.
You can also view the average review time for each reviewer. This can help you ensure reviewers aren't simply rushing to complete reviews.
Scores by category
The scores by category card displays all your support agents along with their total category scores and scores for each scorecard category.
The average per category highlights opportunities for improvement more explicitly than the average per conversation.
You can sort the table to quickly understand which agents are struggling the most, or where additional training or improving your knowledge management processes may be required, without the need to manually review individual tickets.
Scores by reviews
The Scores by Reviews card displays conversation scores for each agent, including the review ID, a link to the conversation in the help desk, comments provided, and the review scores. You can filter these scores by reviewer or reviewee and sort the table by date, review scores, pass rate, review time, visibility status (seen or unseen by reviewees), number of disputes, assignment name, or comments.
When filtering for a specific agent, you can determine which conversations they excelled at and where they can improve. This card can help you spot if there are any outliers in conversations and how reviewers are rating specific conversations.
Ratings and root causes by reviews
Similar to the Scores by reviews card, the Ratings and root causes by reviews card provides a breakdown of scores for each conversation. It offers an additional level of detail by breaking down scores for each category and root cause.
Accessing the Reviews dashboard
To access the Reviews dashboard
- In Quality Assurance, click the Dashboard icon (
) in the left sidebar. - Click the Toggle sidebar icon (
) to display the side menu. - From the list of dashboards, select Reviews.
- (Optional) Use filters to narrow down the data based on specific criteria. See Filtering the Reviews dashboard.
- (Optional) Use the Display menu (
) in the top right corner to select
which cards to display or hide on your dashboard. - (Optional) You can drill down into the following data points:
- Rating scores
- Reviews
- Conversations
- Categories
- Root causes
Comments
0 comments
Please sign in to leave a comment.