Accessing and viewing the Assignments dashboard in Zendesk QA – Zendesk

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

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The Assignments dashboard provides insights into review activity, helping you track review performance against goals and optimize workflows. You can filter data by workspace, assignment, and cycle to analyze performance metrics. Key features include tracking goal completion, reviewer activity, reviewee performance, and monitoring replaced or removed conversations. Use these insights to ensure your team meets quality review targets.

Location: Zendesk QA > Dashboard > Assignments

The Zendesk QA Assignments dashboard provides an overview of review activity across your workspaces, assignments, and assignment cycles. It helps you compare review performance against established goals for both individual reviewers and groups.

Additionally, the dashboard shows how often assignment conversations are replaced or removed by reviewers across their workspaces, assignments, and assignment cycles.

You can use these insights to optimize the automated workflows of your assignments and ensure that your teams consistently meet quality review targets.

Admins, account managers, and workspace managers can access the Assignments dashboard in Zendesk QA.

This article contains the following topics:

Accessing the Assignments dashboard
Filtering the Assignments dashboard

Accessing the Assignments dashboard

The Assignments dashboard lists all workspaces containing at least one assignment.

To access the Assignments 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 Assignments.
From this dashboard you can:
- Track the number of assignment reviews made for specific reviewees.
- Monitor the number of replaced or removed assignment tickets by reviewer.
- Drill down into specific tickets that were replaced or removed.
- Track team-level goals and their completion percentages.

Filtering the Assignments dashboard

After accessing the Assignments dashboard, you can filter the data to analyze specific datasets and gain insights into review performance.

To filter the Assignments dashboard

From the Assignments dashboard, use the Workspace drop-down list to select a workspace.
Choose an assignment from the Assignments drop-down list.
From the Assignment cycle drop-down list, choose one or multiple cycles.
Click one of the following cards to analyze its data:

Goal completion card

The Goal completion card displays metrics related to the completion of review goals, including:

Number of completed reviews
Number of targeted reviews (team-level goal)
Completion rate by assignment cycle

Goals are applicable only to individual reviewers who are assigned conversations from a shared pool. They do not apply to reviewers who can select conversations from this pool.

Clicking the number displayed under Reviews allows you to drill into goal completion data per conversation. See Accessing additional data points.

You can also download the data. See Downloading dashboard data.

Reviewers card

The Reviewers card provides an overview of how many reviews each reviewer completed, whether they were assigned a goal, and their goal completion rate.

If no value is displayed under Goal, it indicates that the reviewer was not assigned a goal.

Reviewees card

The Reviewees card shows how many reviews each agent (or reviewee) completed in each assignment cycle.

Click the number displayed under Reviews to drill down into the data and view the initial reviews and conversations.

Replaced and removed conversations card

The Replaced and Removed conversations card displays how many conversations were replaced or removed from their assigned shared pool by reviewers.

Clicking the number of reviews under Replacements and Removals allows you to drill down into the reasons for each replacement or removal.