Understanding Zendesk QA terminology

This article acts as a Glossary for specific terminology used within Zendesk QA.

It contains the following terms:

Admin

Agent

Category weight

Comment hashtag

Connection

Conversation review

Conversations page

Critical category

Dashboard

My reviews

Peer review

Rating scale

Rating category

Threshold

Workspace manager

Workspace lead

Workspace reviewer

Workspace users

Admin

A user role that allows total control and visibility in the account.

Agent

A user role for customer support agents. This user can only receive feedback and do self-reviews.

Category weight

The importance of the category when calculating the conversation score.

Comment hashtag

A custom hashtag you can add to the comment section to track something specific.

Connection

The link between your help desk(s) and Zendesk QA.

Conversation review

The act of giving feedback in the form of scores and comments for a team member.

Conversations page

The Zendesk QA page where you can filter tickets and leave conversation reviews for your team.

Critical category

A rating category that will result in a score of 0% being given for the conversation if it scores lower than 50%.

Dashboard

A page in Zendesk QA where you can access reports on team and agent performance.

My reviews

A page in Zendesk QA where users can consult the feedback they have given and/or received.

Peer review

The act of giving feedback for a colleague on the same level as you.

Rating scale

The system you use for leaving feedback, e.g., binary, 3-point scale, 4-point scale.

Rating category

A specific criteria that you use to evaluate a conversation, e.g., grammar, tone, solution.

Threshold

The percentage score that your agents should achieve. Scores under the threshold show in red in the dashboard.

Workspace manager

A user role that allows the user the ability to manage and give feedback to their specific workspace.

Workspace lead

A user role that allows the user to manage certain features and give feedback to their specific workspace.

Workspace reviewer

A user role that allows the user to give as well as receive feedback in their specific workspace.

Workspace users

Your overall list of users found in a Workspace.