Setting a performance reporting threshold in Zendesk QA

<body>
<p id="docs-hc-snippet" style="display: none;">Admins and workspace managers can configure thresholds for each workspace in Zendesk Quality assurance (QA). These customizable metrics help you monitor customer interactions to ensure agents are meeting your unique quality standards.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_zqa">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Set a workspace performance reporting threshold to track QA scores against your KPIs and see at a glance which reviews meet your quality standards. You can adjust the threshold for each workspace, and the Reviews dashboard uses color coding to show scores above or below the target. This helps admins and workspace managers compare threshold and pass rate baseline score results.</p>
</div>

<div class="body">

<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; Users, bots, and workspaces</div>
</div>
<p class="p" dir="ltr">Admins and workspace managers can configure thresholds for each
workspace in Zendesk Quality assurance (QA). These customizable metrics help you monitor
customer interactions to ensure agents are meeting your unique quality standards.</p>
<p class="p">The thresholds defined for your workspaces are displayed on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Reviews dashboard</a> with color codes: green for scores that meet or
exceed the threshold, and red for scores that do not.</p>
<p class="p" dir="ltr">For example, if your internal key performance indicator (KPI) for quality assurance
is 80%, set the threshold accordingly. Scores below this threshold will appear red on the
dashboard.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="setting_threshold__ul_vm3_23x_ycc">
<li class="li" dir="ltr"><a class="xref" href="#set_threshold">Setting the performance reporting
threshold</a></li>
<li class="li" dir="ltr"><a class="xref" href="#understanding_threshold_baseline">Understanding the
difference between a threshold and the baseline score</a></li>
</ul>
<div class="p">
<strong class="ph b">Related articles</strong><ul class="ul" id="setting_threshold__ul_e5b_j3x_ycc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Accessing and viewing the Reviews dashboard</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043668650266" target="_blank">Understanding the pass rate in Zendesk QA</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="set_threshold">
<h2 class="title topictitle2" id="ariaid-title2">Setting the performance reporting threshold</h2>
<div class="body">
<p class="p">Thresholds are configured for workspaces. All review scores within a workspace are
evaluated against the threshold.</p>
<p class="p" dir="ltr"><strong class="ph b">To set the threshold for a workspace</strong></p>
<ol class="ol" id="set_threshold__ol_vdm_v3x_ycc">
<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">Under <strong class="ph b">Workspaces</strong>, click the name of the workspace for which you want to manage
the threshold.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Threshold</strong>.</li>
<li class="li" dir="ltr">Adjust the <strong class="ph b">Threshold</strong> slider to set the desired value for the workspace.
<p class="p"><img class="image" id="set_threshold__image_knt_2rs_zcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_workspace_threshold.png" width="600"></p>
</li>
</ol>
<p class="p" dir="ltr">When you view the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Reviews dashboard</a> for this workspace, the colors will reflect your
KPIs. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="understanding_threshold_baseline">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the difference between a threshold and the baseline score</h2>
<div class="body">
<p class="p">You may notice different colors between the Score and the Pass/Fail columns in dashboards and
cards because they are color-coded based on different metrics.</p>
<p class="p">The colors in the Pass/Fail column are based on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043668650266" target="_blank">pass rate baseline score</a>, while the colors in the Score column
reflect the workspace threshold on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Reviews dashboard</a>. If the threshold you configure is the same as
the baseline score, the color-coding in the Score and Pass/Fail columns will match. However,
when the values are different, you can see a score displayed with a green background while
the corresponding Pass/Fail value is displayed with a red background, or vice versa.</p>
<p class="p"><img class="image" id="understanding_threshold_baseline__image_imq_kjx_ycc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_scores_by_reviews.png" width="600"></p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043700991514",
"url": "https://support.zendesk.com/hc/en-us/articles/7043700991514",
"headline": "Setting a performance reporting threshold in Zendesk QA",
"description": "You can set a workspace threshold for quality scores and view color-coded results on the Reviews dashboard, where scores are compared against the threshold and pass/fail baseline score.",
"articleSection": "Working with users and workspaces in Zendesk QA",
"datePublished": "2024-04-10T01:22:42+00:00",
"dateModified": "2026-07-13T15:04:43.427320+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043700991514"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Quality Assurance",
"@id": "https://support.zendesk.com/hc/en-us/sections/6999625340058"
}
}
}</script><script id="fast-path-script">
//<![CDATA[
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//]]>
</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>