Understanding the analyst copilot quality score dashboard (EAP)

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<p id="docs-hc-snippet" style="display: none;">Quality score is an AI-powered feature that automatically evaluates the quality of your customer service interactions. It analyzes solved tickets to provide an overall quality score based on multiple components, helping you understand and improve your customer service performance.</p>
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<div class="note attention">
<span class="attentiontitle"></span> This feature is currently in an Early Access Program (EAP). You can
<a class="xref" href="https://community.zendesk.com/zendesk-eap-agentic-analytics-154/how-do-i-sign-up-for-the-agentic-analytics-eap-21701?_gl=1*1ldlshy*_ga*MjA2NjcxOTEuMTc2OTcwNzQzNw..*_ga_0G6FC9CS2V*czE3ODU4NTgyMTQkbzg0MSRnMSR0MTc4NTg2MzQ2NyRqNTUkbDAkaDA." target="_blank">sign up for the EAP here</a>.</div>
<p class="p" dir="ltr">Quality score is an AI-powered feature that automatically evaluates the quality
of your customer service interactions. It analyzes solved tickets to provide an overall
quality score based on multiple components, helping you understand and improve your
customer service performance.</p>
<p class="p">To learn more about quality score, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10916658009498" target="_blank">Evaluating your customer service with quality scores</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="acp_dashboard_quality_score__ul_pp3_b3c_qjc">
<li class="li"><a class="xref" href="#topic_axt_zhc_qjc">Accessing the quality score dashboard</a></li>
<li class="li"><a class="xref" href="#topic_wg2_13c_qjc">Understanding the quality score dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_axt_zhc_qjc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the quality score dashboard</h2>
<div class="body">
<p class="p">You can access the quality score dashboard from the analyst copilot home page using
the following procedure:</p>
<p class="p"><strong class="ph b">To access the quality score dashboard</strong></p>
<ol class="ol" id="topic_axt_zhc_qjc__ol_y3f_y3l_hjc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Analytics</a>, click the Home (<img class="image" id="topic_axt_zhc_qjc__topic_o24_d3p_hvb_image_ovd_jsv_4xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_dashboard.png" width="16">) icon
in the sidebar.</li>
<li class="li">On the analyst copilot home page, search for, then click <strong class="ph b">Quality
score</strong>.<p class="p">The dashboard opens.</p>
<p class="p"><img class="image" id="topic_axt_zhc_qjc__image_b5n_vcd_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qs_1.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wg2_13c_qjc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the quality score dashboard reports</h2>
<div class="body">
<p class="p">The quality score dashboard contains one tab. The reports can be filtered by ticket
solved time, ticket group, assignee name, ticket brand, ticket channel, ticket form,
and ticket organization name.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_efh_4jc_qjc">
<h3 class="title topictitle3" id="ariaid-title4">Quality score headline metrics</h3>
<div class="body">
<p class="p">The quality score dashboard contains the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_efh_4jc_qjc__ul_vgf_wjc_qjc">
<li class="li">
<strong class="ph b">Quality score average</strong>: The average quality score across all of your
tickets.</li>
<li class="li">
<strong class="ph b">Evaluated solved tickets</strong>: The number of solved tickets that have been
evaluated for quality score.</li>
<li class="li">
<strong class="ph b">Solved tickets</strong>: The total number of solved tickets.</li>
<li class="li">
<strong class="ph b">Churn risk detected tickets</strong>: The number of tickets where the customer
threatened to cancel, stop using the service, or seek alternatives.</li>
<li class="li">
<strong class="ph b">Escalation risk detected tickets</strong>: The number of tickets where the
customer requested to speak with a manager or threatened external action
such as legal or regulatory complaints.</li>
</ul>
<p class="p"><img class="image" id="topic_efh_4jc_qjc__image_flr_dsf_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rob-qs-new-1.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ubd_pjc_qjc">
<h3 class="title topictitle3" id="ariaid-title5">Quality score reports</h3>
<div class="body">
<p class="p">The quality score dashboard contains the following reports:</p>
<ul class="ul" id="topic_ubd_pjc_qjc__ul_zml_ykc_qjc">
<li class="li">
<strong class="ph b">Tickets by quality score brackets</strong>: A donut chart displaying a
bracketed view of your quality scores.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_hk2_wnr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_1.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Quality score and evaluated tickets by date</strong>: A combo chart displaying
your average quality score against the number of evaluated tickets.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_o5x_f4r_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_2.png" width="750"></p>
</li>
<li class="li">
<strong class="ph b">Service quality score average</strong>: A KPI displaying your average service
quality score.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_qqw_k4r_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_3.png" width="250"></p>
</li>
<li class="li">
<strong class="ph b">Service quality score components</strong>: A bar chart displaying average
service tone, empathy, and solution offered.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_czj_2pr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_5.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Service quality score components by date</strong>: A line chart displaying
service tone, empathy, and solution offered over the date range you
specify.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_zgb_v4r_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_4.png" width="750"></p>
</li>
<li class="li">
<strong class="ph b">Customer experience score average</strong>: A KPI displaying your average
customer experience score.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_msn_npr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_6.png" width="250"></p>
</li>
<li class="li">
<strong class="ph b">Customer experience score components</strong>: A bar chart displaying the
average customer tone, customers with no escalations, and customers with no
churn.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_pn4_4pr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_7.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Customer experience score components by date</strong>: A line chart displaying
the average customer tone, customers with no escalations, and customers with
no churn over the date range you specify.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_fj3_ppr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_8.png" width="750"></p>
</li>
<li class="li">
<strong class="ph b">Quality score by group</strong>: A bar chart displaying the bottom 10 average
group quality scores.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_px4_lrr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_9.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Group quality score</strong>: A table displaying detailed quality score
information for each of your groups.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_qbc_nrr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_10.png" width="750"></p>
</li>
<li class="li">
<strong class="ph b">Quality score by assignee</strong>: A bar chart displaying the bottom 10
average assignee quality scores.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_i1x_trr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_11.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Assignee quality score</strong>: A table displaying quality score information
for each of your ticket assignees.<p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_pkl_vrr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_12.png" width="750"></p>
</li>
<li class="li">
<strong class="ph b">Quality score ticket drill-down</strong>: A table displaying detailed quality
score information for each of your tickets. <p class="p"><img class="image" id="topic_ubd_pjc_qjc__image_mjf_3sr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rs_qsd_13.png" width="800"></p>
</li>
</ul>
</div>
</div>
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