Getting started with Zendesk QA: Admin guide

<body>
<p id="docs-hc-snippet" style="display: none;">Zendesk Quality assurance (QA) leverages AI to automate 100% of ticket reviews. By analyzing every interaction, you can quickly uncover trends and identify areas for improvement, which boosts efficiency, enhances agent performance, and ultimately leads to better customer experiences.</p>
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<strong>Add-on</strong>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
</tr>
</tbody>
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<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Leverage AI-powered quality assurance to automate ticket reviews, uncover trends, and improve customer experiences. Set up a structured QA process, define quality standards, and use AI to flag critical interactions for review. Manage users and workspaces, create rating categories and scorecards, and monitor performance through dashboards. Enhance service quality with targeted coaching sessions, quizzes, and calibration to ensure consistent feedback.</p>
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<div class="body">

<p class="p" dir="ltr">Zendesk Quality assurance (QA) leverages AI to automate 100% of ticket reviews.
By analyzing every interaction, you can quickly uncover trends and identify areas for
improvement, which boosts efficiency, enhances agent performance, and ultimately leads
to better customer experiences.</p>
<p class="p" dir="ltr">This guide is recommended for anyone responsible for quality assurance planning
and implementation, as well as the initial configuration and organizational setup of
Zendesk QA.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You can quickly start leveraging AI to detect predefined QA concerns in
live ticket conversations by using Real-time QA insights in Agent Workspace. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9745122485914" target="_blank">Real-time QA insights (EAP)</a>.</div>
</div>
<p class="p" dir="ltr">This article includes the following topics:</p>
<ul class="ul" id="topic_sjx_ns2_m2c__ul_aqm_ncc_1gc">
<li class="li" dir="ltr"><a class="xref" href="#topic_cfy_hv5_zfc">Understanding quality
assurance</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_cnq_gqn_shc">Planning your
implementation</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_hxv_n41_c3c">Accessing Zendesk
QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_cmg_lq1_c3c">Reviewing your help desk
connection</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_bqv_vqn_shc">Granting users access to
Zendesk QA</a></li>
<li class="li"><a class="xref" href="#topic_pwq_g1x_j3c">Planning and creating
workspaces</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_qh4_fsn_shc">Setting up scorecards and
using AI-powered tools to review and evaluate customer conversations</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_rpf_jsn_shc">Ensuring service quality
with monitoring and coaching</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_uhc_4sn_shc">More resources and next
steps</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_cfy_hv5_zfc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding quality assurance</h2>
<div class="body">
<p class="p" dir="ltr"><a class="xref" href="https://www.zendesk.com/blog/quality-assurance/" target="_blank">Quality assurance (QA)</a> is a systematic approach that
ensures products and services consistently meet customer expectations, achieve
service targets, and adhere to industry standards. </p>
<p class="p" dir="ltr">Support teams are the eyes and ears of the company. While automated metrics
like first response time indicate the team's speed, they don't capture whether an
agent goes the extra mile to provide excellent service or if the agent is rude,
gives incorrect technical advice, or misses a major security step. Monitoring QA
allows you to spot patterns that metrics alone miss.</p>
<p class="p" dir="ltr">In customer support, QA is rarely the responsibility of just one person.
Instead, it’s typically distributed across several roles, depending on the size of
the company.</p>
<p class="p" dir="ltr">Common roles responsible for QA include:</p>
<ul class="ul" id="topic_cfy_hv5_zfc__ul_ktq_fqc_yhc">
<li class="li" dir="ltr">
<strong class="ph b">Peer reviewers</strong> who are typically experienced senior agents who
spend a few hours a week reviewing tickets from newer peers.</li>
<li class="li" dir="ltr">
<strong class="ph b">QA specialists or analysts</strong> typically perform ticket audits by
reviewing transcripts and call recordings. They usually score interactions based
on accuracy, empathy, brand voice, and technical resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Support team leads and supervisors</strong> typically review a subset of
their own team's tickets to ensure their direct reports are following protocol,
and use QA results to have 1-on-1 development conversations with agents.</li>
<li class="li" dir="ltr">
<strong class="ph b">QA managers and heads of quality</strong> typically design the quality
framework by deciding which metrics matter (for example, CSAT vs. IQS), deciding
which tools to use, and ensuring the QA process itself is fair and consistent,
by performing calibrations.</li>
</ul>
<p class="p" dir="ltr">Monitoring ticket conversations with Zendesk QA helps you understand
customer issues and assess customer interactions.</p>
<p class="p" dir="ltr">AI-powered QA tools automatically scan tickets for sentiment, grammar,
tone, or any other issues you consider valuable. They flag problematic tickets for
human review, so QA peer reviewers, specialists, analysts, team leads,
supervisors,managers, or heads of quality don't have to search for them
manually.</p>
<p class="p" dir="ltr">Agents feel more supported when they receive fair, transparent feedback
rather than being judged solely on a single angry customer rating (CSAT). With
Zendesk QA you can review every single ticket conversation and gain instant insight
into your support teams’ performance. </p>
<p class="p" dir="ltr">You can monitor and compare general metrics, such as your Internal Quality
Score (IQS) against your CSAT (Customer Satisfaction). You can then examine specific
conversations to understand the causes of any issues, allowing you to continuously
train your teams and improve your service.</p>
<p class="p" dir="ltr">Zendesk QA also helps you evaluate how well your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">AI agents</a> perform in conversations with your customers.
You can then analyze the results and use this information to update your AI agents
and customer service workflows as needed.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cnq_gqn_shc">
<h2 class="title topictitle2" id="ariaid-title3">Planning your implementation</h2>
<div class="body">
<p class="p" dir="ltr">Effective quality assurance requires a well-defined structure and strategy.
Here are some key steps to perform QA effectively:</p>
<ul class="ul" id="topic_cnq_gqn_shc__ul_wpf_3qn_shc">
<li class="li" dir="ltr">
<strong class="ph b">Define your quality standards</strong>: Set measurable criteria that
reflect your brand and regulatory requirements. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690#topic_cwx_3qw_42c" target="_blank">Understanding the quality indicators on the
Reviews dashboard cards</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Plan your QA process</strong>: Decide who will conduct reviews, how
often, and what tools or QA scorecards you’ll use to evaluate performance. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760307482" target="_blank">Methods for reviewing customer support
conversations</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Train your team</strong>: Ensure everyone understands the QA standards
and receives ongoing training to stay aligned. See <a class="xref" href="#topic_uhc_4sn_shc">More resources and next
steps</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Use AI as your first line of defense</strong>: Leverage AI-powered tools
to automatically detect the most critical interactions that need human review.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9224552305946" target="_blank">About AI insights in Zendesk QA</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Automatically assign tickets for human review</strong>: Use AI to route
flagged interactions to the appropriate reviewers, ensuring timely attention.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770" target="_blank">Setting up assignments in Zendesk
QA</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Monitor performance and provide coaching</strong>: Use quality
monitoring to track agent performance and identify coaching opportunities. See
<a class="xref" href="#topic_rpf_jsn_shc">Ensuring service quality with
monitoring and coaching</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Calibrate regularly and perform Reviewer QA</strong>: Align reviewer
standards and evaluate the reviewers to maintain consistency. See <a class="xref" href="#topic_rpf_jsn_shc">Ensuring service quality with
monitoring and coaching</a>.</li>
</ul>
<p class="p" dir="ltr">It’s important to note that QA works best as an ongoing cycle. A consistent
and evolving QA process helps you identify issues early and strengthen team
performance. Over time, this leads to more reliable service and stronger customer
relationships.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_hxv_n41_c3c">
<h2 class="title topictitle2" id="ariaid-title4">Accessing Zendesk QA </h2>
<div class="body">
<p class="p" dir="ltr">By default, the Zendesk account owner is the only user with access to the
add-on and has a role of Admin in Zendesk QA. </p>
<p class="p">To get started setting it up, you can access Zendesk QA from anywhere in Zendesk.</p>
<p class="p"><strong class="ph b">To access Zendesk QA</strong></p>
<ul class="ul" id="topic_hxv_n41_c3c__ul_nqy_bs1_c3c">
<li class="li">Click the <strong class="ph b">Zendesk products</strong> icon (<img class="image" height="15" id="topic_hxv_n41_c3c__image_ixv_n41_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/products_icon2.png" width="16">) in the top bar, then select
<strong class="ph b">Quality assurance</strong>.</li>
</ul>
<p class="p" dir="ltr">The Conversations view is the primary area where you land. </p>
<p class="p"><img class="image" id="topic_hxv_n41_c3c__image_jxv_n41_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_review_conversation.png" width="800"></p>
<p class="p" dir="ltr">Here, agents access the conversations they've worked on, and admins,
managers, and reviewers evaluate those conversations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043661945370" target="_blank">Using the Conversations view</a>.</p>
<p class="p" dir="ltr">Reviewers can leave scores and provide feedback to agents, helping improve
customer support quality and overall agent performance. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418" target="_blank">Using Zendesk QA as a reviewer</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_cmg_lq1_c3c">
<h2 class="title topictitle2" id="ariaid-title5">Reviewing your help desk connection</h2>
<div class="body">
<p class="p" dir="ltr">All support requests, from all channels, become tickets in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881925786" target="_blank">Zendesk Support</a>. Tickets capture your customer's initial
request for support and all the conversations your agents have with the customer
along the way to solving their support issue. When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6851584037146" target="_blank">buy the Zendesk QA add-on</a>, all your Zendesk ticket
conversation-data automatically imports into Zendesk QA. Ticket conversations from
your Support help desk sync with Zendesk QA every four to six hours.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Call recordings must be imported into Zendesk QA before they can be
analyzed. To do this, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536077648538" target="_blank">activate Voice QA</a>.</div>
</div>
<p class="p">You can review your connection to Support, and configure it as needed. For example,
you may want to protect the privacy of your customers and support agents by
filtering out selected content, ensuring it's not visible to reviewers or stored by
Zendesk QA. Or you might select a retention period, so conversations that remain
inactive for the specified time are automatically deleted. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450" target="_blank">Managing help desk connections in Zendesk QA</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_bqv_vqn_shc">
<h2 class="title topictitle2" id="ariaid-title6">Granting users access to Zendesk QA</h2>
<div class="body">
<p class="p" dir="ltr">By default, the Zendesk account owner is the only user with access to the
add-on and the account owner has a role of Admin in Zendesk QA. </p>
<p class="p" dir="ltr">Grant access to each user who will manage settings, participate in reviews,
or be reviewed in conversations. Access to the Quality assurance add-on is
controlled in Admin Center. </p>
<div class="div">
<p class="p" dir="ltr">The following table shows the Zendesk QA roles available in Admin Center. </p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr"><strong class="ph b">Role</strong></td>
<td class="entry cell-norowborder" dir="ltr"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Admin</td>
<td class="entry cell-norowborder" dir="ltr">Can see everything and manage all settings.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Agent</td>
<td class="entry cell-norowborder" dir="ltr">Can view their own conversations, reply to feedback,
and view their customer reviews. They have workspace-specific
permissions and can view and edit data within their assigned
workspaces only. They also have access to their own dashboard and
can perform self-reviews, if enabled.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Reviewer</td>
<td class="entry cell-norowborder" dir="ltr">Can view all reviews but cannot edit workspace
settings. Can perform peer reviews.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Workspace lead</td>
<td class="entry cell-norowborder" dir="ltr">Can view everything in the workspace and manage
quizzes, assignments, groups, disputes, and calibration sessions.
Cannot edit other workspace settings or scorecards.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Workspace manager</td>
<td class="entry cell-norowborder" dir="ltr">Can view all reviews and manage all workspace
settings.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr">Connected user</td>
<td class="entry cellrowborder" dir="ltr">Connected users don't have access to Zendesk QA. Their
conversations are available for review, but these agents are unaware
that they're being reviewed.</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="div">
<p class="p" dir="ltr"><strong class="ph b">To give a user access to Quality assurance</strong></p>
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Team members</strong>.</span></li>
<li class="li">On the <strong class="ph b">Team members</strong> page, scroll through the list or use the search
option to find the user you want to grant access to, then click to open their
profile.</li>
<li class="li">Click the <strong class="ph b">Roles and access</strong> tab.</li>
<li class="li">Beside Quality assurance, click the <strong class="ph b">Access</strong> checkbox.</li>
<li class="li">Use the <strong class="ph b">Role</strong> dropdown next to Quality assurance to select a role for the
user.<p class="p"><img class="image" id="topic_bqv_vqn_shc__d14e59" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_admin_user_role.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p" dir="ltr">You can review users in the Users page to confirm that the right people are present and have the correct permissions for QA workspaces. </p>
<p class="p" dir="ltr"><strong class="ph b">To access the Users page in Zendesk QA</strong></p>
<ol class="ol" id="topic_bqv_vqn_shc__ol_os3_ly1_c3c">
<li class="li" dir="ltr">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile
icon in the top-right corner, then select <strong class="ph b">Users, bots, and
workspaces</strong>.</li>
<li class="li" dir="ltr">In the side menu, click <strong class="ph b">Users</strong>.<p class="p"><img class="image" id="topic_bqv_vqn_shc__image_sg1_mz1_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_users.png" width="800"></p>
</li>
</ol>
<p class="p" dir="ltr">To learn more see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978" target="_blank">Understanding roles and permissions in Zendesk QA</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_pwq_g1x_j3c">
<h2 class="title topictitle2" id="ariaid-title7">Planning and creating workspaces</h2>
<div class="body">
<p class="p" dir="ltr">A workspace allows reviewers to review conversations using one set of
criteria. All accounts have one default workspace. Once given access to Zendesk QA,
all new users are automatically assigned to the account’s default workspace called
Zendesk. </p>
<p class="p" dir="ltr">You cannot remove users from the account’s default workspace. However, you
can create additional workspaces, and change the default workspace, if needed. </p>
<p class="p" dir="ltr">There are good reasons to configure Zendesk QA to use a single workspace or
multiple workspaces. Understanding the benefits of each option helps you optimize
your team's workflow and review processes. At a high level:</p>
<ul class="ul" id="topic_pwq_g1x_j3c__ul_qwq_g1x_j3c">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Sharing a <strong class="ph b">consolidated workspace</strong> works well for teams that
measure performance in the same way, such as small teams, teams with a flat
hierarchy, and teams where everyone works across the same range of
conversations. </p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Creating <strong class="ph b">multiple workspaces</strong> allows you to segment users and
define different review criteria for each workspace.</p>
</li>
</ul>
<div class="div">
<p class="p"><strong class="ph b">To create a new workspace</strong></p>
<ol class="ol">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner, then select <strong class="ph b">Users, bots, and workspaces</strong>.</span></li>
<li class="li" dir="ltr">In the navigation panel, click the create workspace icon (+) next to
<strong class="ph b">Workspaces</strong> to create a new workspace.</li>
<li class="li" dir="ltr">Enter a unique name for the workspace.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create workspace</strong>.<p class="p" dir="ltr">Within each workspace, you
can configure the following settings:</p>
<ul class="ul" id="topic_pwq_g1x_j3c__d15e46">
<li class="li" dir="ltr">
<strong class="ph b">Members</strong>: Add or remove users from the workspace and
change their permissions for that workspace. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9203020826266" target="_blank">Managing workspace members</a>. </li>
<li class="li" dir="ltr">
<strong class="ph b">General</strong>: Set or edit the workspace name and
representative color, turn unbiased grading and self-reviews on or off,
and select the default reviewee. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043668704026" target="_blank">Managing workspace’s general
settings</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Hashtags</strong>: Manage custom hashtags and track their usage.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043700996762" target="_blank">Adding custom hashtags to Zendesk QA
comments</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Threshold</strong>: Set the overall QA goal for the workspace.
Scores below the threshold appear in red, while scores above it appear
in green. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043700991514" target="_blank">Setting a performance reporting
threshold in Zendesk QA</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Assignments</strong>: Set up automatic assignment of
conversations based on specific conditions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770" target="_blank">Setting up assignments in Zendesk
QA</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Calibration</strong>: Ensure consistent feedback by having
reviewers rate the same conversations and comparing their evaluations.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724530842" target="_blank">Setting up calibration in Zendesk
QA</a>.</li>
</ul>
<p class="p"><img class="image" id="topic_pwq_g1x_j3c__d15e98" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_workspace_members_remove.png" width="800"></p>
</li>
</ol>
</div>
<p class="p" dir="ltr">In General settings, set your default workspace. You can also configure key
account settings and adjust other global options that apply to all workspaces, such
as notification preferences, AI and automation, privacy, and review workflows. To
learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426" target="_blank">Viewing and updating Zendesk QA account settings</a>.</p>
<div class="div">
<p class="p" dir="ltr"><strong class="ph b">To change the account’s default workspace</strong></p>
<ol class="ol">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click
<strong class="ph b">General</strong>.</span></li>
<li class="li" dir="ltr">Use the Default workspace drop-down to select your preferred default
workspace for all users.<p class="p" dir="ltr"><img class="image" id="topic_pwq_g1x_j3c__d16e47" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_account_settings.png" width="550"></p>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_qh4_fsn_shc">
<h2 class="title topictitle2" id="ariaid-title8">Setting up scorecards and using AI-powered tools to review and evaluate customer conversations</h2>
<div class="body">
<p class="p" dir="ltr">Quality assurance encompasses a variety of methods to review and evaluate
performance and improve quality across customer interactions and operational
workflows.</p>
<p class="p" dir="ltr"><strong class="ph b">A scorecard</strong> defines how conversations are evaluated. You can
customize or create new scorecards to evaluate agent performance, identify
improvement areas, and ensure your team meets organizational goals. You can add
categories, set rating scales, and define weights to highlight important aspects of
customer interactions. Use conditional scorecards to streamline reviews based on
specific criteria, and add root causes for detailed feedback. Once set up, publish
your scorecard to start assessing your team's quality assurance process. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">Creating scorecards</a>. </p>
<p class="p" dir="ltr"><strong class="ph b">Spotlight insights </strong>enhance your QA process by automatically
highlighting key interactions for review, using predefined insights like outliers,
churn risk, and exceptional service. This tool helps you identify improvement
opportunities by analyzing conversations and tagging them with performance
indicators. Access insights through the Feedback section in conversations to quickly
assess and address customer interactions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074" target="_blank">Understanding spotlight insights</a>. </p>
<p class="p" dir="ltr"><strong class="ph b">Autoscoring</strong> evaluates and scores all customer interactions
automatically, helping you maintain consistent quality assessments and save time. By
activating autoscoring categories you can identify training needs across categories
like empathy, tone, and comprehension. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">Understanding autoscoring categories</a>.</p>
<p class="p" dir="ltr"><strong class="ph b">Prompt-based AI insights </strong>leverage the latest AI models, allowing you
to customize AI-powered prompts using natural language for quality autoscoring and
risk detection. By using AI prompt-based categories, you can ask targeted questions
about conversations using natural language and automatically score them based on
your criteria. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9224552305946" target="_blank">About AI insights in Zendesk QA.</a></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_rpf_jsn_shc">
<h2 class="title topictitle2" id="ariaid-title9">Ensuring service quality with monitoring and coaching</h2>
<div class="body">
<p class="p" dir="ltr">To ensure consistent monitoring, you can automate the process of getting
the right tickets in front of the right reviewers.</p>
<p class="p" dir="ltr">Create assignments for managers or peer reviewers and set review goals.
These recurring tasks consist of sets of conversations assigned to reviewers for
evaluation based on specific criteria and predefined goals. For example, to review
five technical tickets per week for each agent. </p>
<div class="div">
<p class="p" dir="ltr"><strong class="ph b">To create an assignment</strong></p>
<ol class="ol">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner, then select <strong class="ph b">Users, bots, and workspaces</strong>.</span></li>
<li class="li" dir="ltr">Choose your workspace, then click <strong class="ph b">Assignments</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create assignment</strong>.</li>
<li class="li" dir="ltr">On the <strong class="ph b">General</strong> tab, enter an <strong class="ph b">Assignment name</strong>.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Cycle settings</strong>, select how frequently the assignment
cycle <strong class="ph b">Repeats</strong>: Never, Daily, Weekly, Bi-weekly, or Monthly.</li>
<li class="li" dir="ltr">Select a custom <strong class="ph b">Start date and time</strong>. For monthly assignments,
also specify whether you want it to start on the same day every month or on
specific dates (for example, the first day of the month or every fourth
Thursday).<p class="p"><img class="image" id="topic_rpf_jsn_shc__d17e67" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043668470426_1.png" width="850"></p>
</li>
<li class="li" dir="ltr">Select the <strong class="ph b">Timezone</strong>.</li>
<li class="li" dir="ltr">Configure the assignment's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770-Setting-up-assignments-in-Zendesk-QA#topic_g5y_dw1_cbc" target="_blank">reviewers and reviewees</a>.</li>
<li class="li" dir="ltr">Configure the assignment's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770-Setting-up-assignments-in-Zendesk-QA#topic_tx1_mdl_rgc" target="_blank">conditions</a>.</li>
<li class="li" dir="ltr">Configure the assignment's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770-Setting-up-assignments-in-Zendesk-QA#topic_pgh_jdl_rgc" target="_blank">goal</a>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create assignment</strong>.</li>
</ol>
</div>
<p class="p" dir="ltr">Use Zendesk QA to run calibration cycles. Calibration aligns reviewers by
having them rate the same conversations and compare evaluations, ensuring consistent
feedback for agents. Have multiple reviewers score the same ticket to ensure
everyone is aligned on what "good" looks like, reducing bias and ensuring fair
coaching. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724530842" target="_blank">Setting up calibration in Zendesk QA</a>.</p>
<p class="p" dir="ltr">Once you've identified gaps, create coaching sessions. You can bundle
specific conversations and pinned notes into a formal coaching session. You can also
track when coaching sessions occurred and whether agents have reviewed the feedback
they received. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747156506" target="_blank">Understanding coaching sessions</a>.</p>
<p class="p" dir="ltr">Analytics and dashboards offer a real-time overview and highlight trends in
service quality across human and AI agents, teams, and channels. You can create
custom views to select which cards to display or hide, and download reports that
give you an overview of your Zendesk QA data. Use dashboard filters to efficiently
locate the data necessary for assessing and enhancing your team's performance. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">About dashboards in Zendesk QA</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_uhc_4sn_shc">
<h2 class="title topictitle2" id="ariaid-title10">More resources and next steps</h2>
<div class="body">
<p class="p" dir="ltr">Depending on their role in setting up or using Zendesk QA, make sure your
team members review the following:</p>
<ul class="ul" id="topic_uhc_4sn_shc__ul_k5k_psn_shc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418" target="_blank">Using Zendesk QA as a reviewer</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760283546" target="_blank">Using Zendesk QA as an agent</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://www.youtube.com/playlist?list=PLb00xo9zloI5eXpazvz_VnmHjb4a_gsKG" target="_blank">Zendesk QA video webinar tutorials and
tips</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://academy.zendesk.com/setting-up-the-perfect-customer-service-review-program" target="_blank">Online course: Setting up a perfect customer
service review program</a></li>
</ul>
<p class="p" dir="ltr">When you’re ready to learn more, you may find the following resources
helpful:</p>
<ul class="ul" id="topic_uhc_4sn_shc__ul_x31_nzc_yhc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/sections/7162431070618" target="_blank">Setting up Zendesk QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/sections/7162462801562" target="_blank">Receiving and giving feedback with Zendesk
QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/sections/7162447218330" target="_blank">Working with users and workspaces in Zendesk
QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/sections/7162479059098" target="_blank">Using Zendesk QA for coaching</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/sections/7162457497114" target="_blank">Working with the dashboard in Zendesk
QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/sections/7162471604890" target="_blank">Working with conversations in Zendesk
QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/sections/7162489443354" target="_blank">Integrating Zendesk QA</a></li>
</ul>
</div>
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