Accessing and viewing the Assignments dashboard in Zendesk QA

The Zendesk QA Assignments dashboard provides an overview of review activity across your workspaces, assignments, and assignment cycles. It helps you compare review performance against established goals for both individual reviewers and groups.


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Summary: ◀▼
The Assignments dashboard gives you a clear view of review activity, goal completion, and conversation replacements or removals across workspaces, assignments, and assignment cycles. You can filter by workspace, assignment, and cycle to track reviewer performance, reviewee activity, and team goals, then drill into ticket-level details or download the data to spot trends and improve quality review targets.






Location: Zendesk QA > Dashboard > Assignments

The Zendesk QA Assignments dashboard provides an overview of review activity across your
workspaces, assignments, and assignment cycles. It helps you compare review performance
against established goals for both individual reviewers and groups.
Additionally, the dashboard shows how often assignment conversations are replaced or removed
by reviewers across their workspaces, assignments, and assignment cycles.
You can use these insights to optimize the automated workflows of your assignments and ensure
that your teams consistently meet quality review targets.
Admins and workspace managers can access the Assignments dashboard in
Zendesk QA.
This article contains the following topics:

Accessing the Assignments
dashboard
Filtering the Assignments
dashboard

Related articles:

About dashboards in Zendesk QA
Setting up assignments in Zendesk QA



Accessing the Assignments dashboard

The Assignments dashboard lists all workspaces containing at least one assignment.
To access the Assignments dashboard

In Quality assurance, click
Dashboards in the sidebar.
From the list of dashboards, select Assignments.

From this dashboard you can:

Track the number of assignment reviews made for specific reviewees.
Monitor the number of replaced or removed assignment tickets by reviewer.
Drill down into specific tickets that were replaced or removed.
Track team-level goals and their completion percentages.







Filtering the Assignments dashboard

After accessing the Assignments dashboard, you can filter the data to analyze specific
datasets and gain insights into review performance.
To filter the Assignments dashboard


From the Assignments dashboard, use the Workspace drop-down
list to select a workspace.
Choose an assignment from the Assignments drop-down list.
From the Assignment cycle drop-down list, choose one or multiple cycles.
Click one of the following cards to analyze its data:

Goal
completion
Reviewers
Reviewees
Replaced and removed conversations








Goal completion card

The Goal completion card displays metrics related to the completion of review goals,
including:

Number of completed reviews
Number of targeted reviews (team-level goal)
Completion rate by assignment cycle




Goals are applicable only to individual reviewers
who are assigned conversations from a shared pool. They do not apply to reviewers who can
select conversations from this pool.

Clicking the number displayed under Reviews allows you to drill into goal completion data
per conversation. See Accessing additional data points.
You can also download the data. See Downloading dashboard data.


Reviewers card

The Reviewers card provides an overview of how many reviews each reviewer completed,
whether they were assigned a goal, and their goal completion rate.

If no value is displayed under Goal, it indicates that the reviewer was not assigned a
goal.




Reviewees card

The Reviewees card shows how many reviews each agent (or reviewee) completed in each
assignment cycle.

Click the number displayed under Reviews to drill down into the data and view the initial
reviews and conversations.



Replaced and removed conversations card

The Replaced and removed conversations card displays how many conversations were replaced or removed from their assigned shared pool by
reviewers.

Clicking the number of reviews under Replacements and Removals allows you to drill down
into the reasons for each replacement or removal.


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