Comparing reviews across Zendesk QA workspaces

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Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM)

This article describes Admins, Account Managers, (Workspace) Managers and (Workspace) Reviewers) can compare reviews across workspaces using the Dashboard view. By comparing reviews, you can track the performance of different teams and identify areas for improvement.

This article contains the following sections:

Navigating to the Dashboard

Selecting workspaces

Understanding Internal Quality Scores (IQS)

Comparing performance

Navigating to the Dashboard

To compare reviews across workspaces, you first need to navigate to the Dashboard view.

To navigate to the Dashboard view

Log in to your account.

Click the Dashboard icon in the sidebar toolbar,

Select Reviews.

Selecting workspaces

To select the workspaces you want to compare

In the Dashboard view, locate the Workspace filter.

Select one or more workspaces you want to compare from the list.
Click away from the filter to make the dropdown disappear.

Once selected, you will be able to see the Internal Quality Score (IQS) of all selected workspaces, track the monthly change, the total number of rated conversations, and comments added.

Understanding Internal Quality Scores (IQS)

The IQS shows the average of all the reviews across your selected workspaces and/or selected users who are added to multiple workspaces. You can also check the average of all the IQS's across the workspaces.

Note: The average IQS across workspaces may not always match the total IQS (overview) as it is the average of the column AVG(95%+94%) and does not account for the number of reviews done per workspace.

Comparing performance

Our other Dashboard indicator cards allow you to compare agent performance across the same categories in different workspaces. This is particularly useful if you have teams in different countries but are reviewed based on the same categories. You can also get an overview of all individual agents' Quality Scores in one table.