Using Zendesk QA as a reviewer

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<p id="docs-hc-snippet" style="display: none;">As a reviewer, you can use Zendesk Quality assurance (QA) to provide feedback to agents through scores and comments. Additionally, you can analyze their performance using Dashboards.</p>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">As a reviewer, you can provide feedback to agents using scores and comments, filter and grade conversations, and analyze performance through dashboards. Customize settings to streamline your reviewing process, and use hashtags and mentions to engage with team members. Track your activity and manage disputes effectively to enhance team performance and support quality assurance efforts.</p>
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<p class="p" dir="ltr">As a reviewer, you can use Zendesk Quality assurance (QA) to provide feedback to
agents through scores and comments. Additionally, you can analyze their performance using
Dashboards.</p>
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978" target="_blank">Admins, workspace managers, leads and reviewers</a> can
review conversations in Zendesk QA.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_qq5_vkb_4fc">
<li class="li" dir="ltr"><a class="xref" href="#topic_wsw_cly_ydc">Managing your settings</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_h51_hvk_32c">Filtering
conversations</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ows_lv2_p2c">Grading conversations</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_cch_4xk_32c">Leaving scores</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ezh_syk_32c">Leaving comments</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_fw3_bbl_32c">Checking your activity</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lfx_tgb_4fc">Analyzing performance in the
Dashboard</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_xln_2lb_4fc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760307482" target="_blank">Methods for reviewing customer support
conversations</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wsw_cly_ydc">
<h2 class="title topictitle2" id="ariaid-title2">Managing your settings</h2>
<div class="body">
<p class="p" dir="ltr">Your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8557785343898" target="_blank">personal settings</a> allow you to customize your
Zendesk QA experience. You can view or update preferences such as your week's start day, the
number of conversations you aim to review each day, week, or month, and how often you want
to receive feedback notifications. Additionally, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043668618650" target="_blank">create comment templates</a> to streamline your reviewing, item
pinning, and coaching processes. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_h51_hvk_32c">
<h2 class="title topictitle2" id="ariaid-title3">Filtering conversations</h2>
<div class="body">
<p class="p" dir="ltr">As a reviewer, you’ll spend most of your time in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043661945370" target="_blank">Conversations view</a>, where you can leave feedback for agents and
score their work.</p>
<p class="p"><img class="image img-screenshot" id="topic_h51_hvk_32c__image_zkn_z3j_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reasoning.png" width="850"></p>
<p class="p" dir="ltr">The sidebar on the left displays a Filters section to help you quickly find the
right conversations to review. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669455130" target="_blank">choose an existing filter or create a new one</a>. Filters can be
public—visible to your entire team—or private, visible only to you.</p>
<p class="p" dir="ltr">Additionally, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043661945370#h_01J45F9B79KDN6N6RAABCVE412" target="_blank">customize how conversations are displayed</a> and select
which assigned conversations you want to view.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ows_lv2_p2c">
<h2 class="title topictitle2" id="ariaid-title4">Grading conversations</h2>
<div class="body">
<p class="p" dir="ltr">As a reviewer, you can provide feedback on an entire conversation or on specific
messages within a conversation. Reviewing specific messages is useful when multiple agents
are involved or when you want to address specific parts of the conversation.</p>
<p class="p" dir="ltr">When reviewing the entire conversation, the score is assigned to the assignee. In
contrast, when reviewing a specific message, the score is attributed to the author of that
message.</p>
<p class="p" dir="ltr"><strong class="ph b">To review a conversation</strong></p>
<ol class="ol" id="topic_ows_lv2_p2c__ol_etx_dmb_4fc">
<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 <img class="image" id="topic_ows_lv2_p2c__d8e80" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_conversations_icon.png" width="22">
<strong class="ph b">Conversations</strong> in the sidebar.</span></li>
<li class="li" dir="ltr">Use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418#topic_ixl_dzy_ydc" target="_blank">filters</a> to select the conversation you want to
review.</li>
<li class="li">Click <strong class="ph b">Review</strong>.<p class="p"><img class="image img-screenshot" id="topic_ows_lv2_p2c__image_t3h_smb_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_review_conversation.png" width="800"></p>
</li>
<li class="li">Select a <strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8875998154906" target="_blank">Scorecard</a></strong>, if multiple scorecards are
available.</li>
<li class="li">
<a class="xref" href="#topic_cch_4xk_32c">Assign your rating</a> for the
conversation or click a specific message to review it.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Text-based interactions (chats and emails) are reviewed by AutoQA separately from
voice calls. Clicking <strong class="ph b">Review</strong> defaults to reviewing only the text portion. Click
the <strong class="ph b">Review text conversation</strong> dropdown menu at the top to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536308081178" target="_blank">select the call portion</a> instead.</div>
</div>
<p class="p" dir="ltr">When you select specific messages in a conversation, the assignee
automatically updates. You can also change the reviewee name if you wish to evaluate a
different agent for that conversation or message.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> When you review an entire conversation, the score is attributed to the
assignee. When you review a specific message, the score is attributed to the author of
that message.</div>
</div>
</li>
<li class="li">(Optional) Enter a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759820826" target="_blank">root cause</a>.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418#topic_ezh_syk_32c" target="_blank">Leave your comments</a>.</li>
<li class="li">Click <strong class="ph b">Submit</strong>.<p class="p">A percentage review score is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#understanding_individual_review_scores" target="_blank">calculated</a>, and notifications are sent to the
reviewee and any @mentioned users.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_cch_4xk_32c">
<h2 class="title topictitle2" id="ariaid-title5">Leaving scores</h2>
<div class="body">
<p class="p" dir="ltr">The most important part of being a reviewer is leaving scores and comments.</p>
<p class="p" dir="ltr">Select the most relevant scorecard for the conversation you are reviewing. You
may need to choose between multiple <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8875998154906" target="_blank">scorecards</a> based on teams, channels, or languages.</p>
<p class="p" dir="ltr">Zendesk QA offers different <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#category_scores" target="_blank">rating scales</a>, but the logic is the same: choose a
score or select <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">N/A</a> for each category, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_fbm_xnf_zdc" target="_blank">if this option is enabled in the scorecards' account
settings</a>. After scoring, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418#topic_ezh_syk_32c" target="_blank">leave your comments</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ezh_syk_32c">
<h2 class="title topictitle2" id="ariaid-title6">Leaving comments</h2>
<div class="body">
<p class="p" dir="ltr">In the comment section you can add <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043700996762" target="_blank">custom hashtags</a> and @mention other users to notify them to look at the conversation.</p>
<p class="p"><img class="image img-screenshot" id="topic_ezh_syk_32c__image_dx2_fkj_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_comment_hashtag.png" width="300"></p>
<p class="p" dir="ltr">Once you've added your scores, comments, hashtags, and mentions, submit the
review to the agent by clicking <strong class="ph b">Submit</strong> or by pressing Ctrl + Enter.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_fw3_bbl_32c">
<h2 class="title topictitle2" id="ariaid-title7">Checking your activity</h2>
<div class="body">
<p class="p" dir="ltr">The Activity page lets you <a class="xref" href="#topic_ybn_nqj_xjc">view the
reviews, ratings, and comments you have given</a>.</p>
<p class="p" dir="ltr">If your team conducts <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10980810861978" target="_blank">reviewer evaluations</a>, you can also <a class="xref" href="#topic_omn_4qj_xjc">view the evaluations you have received</a> here. This includes feedback,
comments, and ratings left by evaluators. Additionally, you can see survey feedback (CSAT or
CES) and reactions to reviews or replies. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760283546#understanding-received-reviews" target="_blank">Understanding received reviews</a>.</p>
<p class="p">Additionally, you can <a class="xref" href="#topic_tll_2tj_xjc">find agents’ comments
on your reviews under Disputes</a>.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_ybn_nqj_xjc">
<h3 class="title topictitle3" id="ariaid-title8">Accessing your given reviews and comments</h3>
<div class="body">
<p class="p">The Activity page lets you view the reviews, ratings, and comments you have given.</p>
<p class="p"><img class="image img-screenshot" id="topic_ybn_nqj_xjc__image_zbn_nqj_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_activity_page.png" width="800"></p>
<p class="p" dir="ltr"><strong class="ph b">To access your given reviews and comments</strong></p>
<ol class="ol" id="topic_ybn_nqj_xjc__ol_acn_nqj_xjc">
<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 <img class="image" id="topic_ybn_nqj_xjc__d8e92" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_activity_icon.png" width="22">
<strong class="ph b">Activity</strong> in the sidebar.</span></li>
<li class="li" dir="ltr">Under Given, click <strong class="ph b">Reviews</strong> to access the conversations you've
reviewed and view the scores you've assigned.</li>
<li class="li" dir="ltr">(Optional) Click <strong class="ph b">Comments </strong>to view the comments you've left after
reviewing those conversations.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_omn_4qj_xjc">
<h3 class="title topictitle3" id="ariaid-title9">Accessing your received evaluations</h3>
<div class="body">
<p class="p">Leads and managers can be assigned reviewed conversations and required to evaluate
whether they agree with the scores given by the reviewers.</p>
<p class="p">Reviewers can’t see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10980810861978" target="_blank">evaluators</a> names.</p>
<p class="p" dir="ltr"><strong class="ph b">To access your received evaluations</strong></p>
<ol class="ol" id="topic_omn_4qj_xjc__ol_orf_5qj_xjc">
<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 <img class="image" id="topic_omn_4qj_xjc__d8e92" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_activity_icon.png" width="22">
<strong class="ph b">Activity</strong> in the sidebar.</span></li>
<li class="li" dir="ltr">Under Received, click <strong class="ph b">Evaluations</strong> to access the evaluations you've
received.<p class="p"><img class="image img-screenshot" id="topic_omn_4qj_xjc__image_qm2_pwj_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/reviewerqa_evaluations.png" width="300"></p>
</li>
<li class="li" dir="ltr">(Optional) Click <strong class="ph b">Comments</strong> to view the comments you've left after
reviewing those conversations.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_tll_2tj_xjc">
<h3 class="title topictitle3" id="ariaid-title10">Accessing your disputes</h3>
<div class="body">
<p class="p" dir="ltr">Agents can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760283546#managing-disputes" target="_blank">reply to reviewers' feedback</a>. When they do,
reviewers receive notifications according to the type and frequency set in their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_trv_wnf_zdc" target="_blank">notification preferences</a>. </p>
<p class="p" dir="ltr">You can find agents’ comments on your reviews under Disputes, where you can
reply as needed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9642557697306" target="_blank">Responding to disputes in Zendesk QA</a>.</p>
<p class="p" dir="ltr"><strong class="ph b">To access your disputes</strong></p>
<ol class="ol" id="topic_tll_2tj_xjc__ol_jzx_3tj_xjc">
<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 <img class="image" id="topic_tll_2tj_xjc__d8e92" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_activity_icon.png" width="22">
<strong class="ph b">Activity</strong> in the sidebar.</span></li>
<li class="li" dir="ltr">Under Disputes, click <strong class="ph b">All</strong>, <strong class="ph b">Received</strong>, or <strong class="ph b">Started</strong> to
access all disputes you're involved in, view only your received disputes, or see only
the peer reviews you have disputed.</li>
<li class="li" dir="ltr">(Optional) You can <strong class="ph b">Reject</strong> or <strong class="ph b">Accept</strong> the disputes you have
received and provide a new review and comments.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_lfx_tgb_4fc">
<h2 class="title topictitle2" id="ariaid-title11">Analyzing performance in the Dashboard</h2>
<div class="body">
<p class="p" dir="ltr">Dashboards provide an overview of your workspace performance, allowing you to
analyze scorecard results by group and category, and view all <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">reviewed conversations</a>. They also allow you to assess individual
agent performance.</p>
<p class="p" dir="ltr">Start by selecting the type of data you want to view: feedback your agents (or
reviewees) have received or feedback reviewers have provided. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">Understanding Dashboard Filters</a>.</p>
</div>
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