Accessing and viewing the Categories dashboard in Zendesk QA

You can use the dashboard to gain valuable insights into how your categories are performing, helping you make more informed decisions.


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Summary: ◀▼
The Categories dashboard gives you a quick view of category scores and root causes, helping you track average ratings, root cause counts, and usage by reviewer, reviewee, tiers, and sub-tiers. You can filter by date, workspace, scorecard, category, channel, and root cause type to spot trends and make better QA decisions.






Location: Zendesk QA > Dashboard > Categories

The Zendesk QA Categories dashboard provides an overview of category scores and root
causes in your organization. It helps you report on the following over a time period you
specify:
The average score of all category ratings.
The total number of root causes added to category ratings.
Root causes by reviewer and reviewee.


You can use the dashboard to gain valuable insights into how your categories are
performing, helping you make more informed decisions.
Admins and workspace leads and managers can access the Categories dashboard.
This article contains the following topics:

Accessing the Categories dashboard
Filtering the Categories dashboard

Related articles:

About dashboards in Zendesk QA
About rating categories for
scorecards



Accessing the Categories dashboard

The Categories dashboard gives you valuable insights into your category scores and
root cause counts.
To access the Categories dashboard

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


From the dashboard, you can view:

The average score of your category ratings.
The number of root causes added to category ratings.
Your category score and root causes by review creation week.
Tier details: Root cause usage broken down by tiers and sub-tiers, including
times used and usage percentage.
Sub-tier details: Root cause usage broken down by sub-tiers, including times
used and usage percentage.
Root cause details: Individual root cause usage across all tiers and sub-tiers,
including times used and usage percentage.
Root causes for each reviewer.
Root causes for each reviewee.




Filtering the Categories dashboard

In the Categories dashboard, you can filter the data to analyze categories by dates,
workspaces, reviewers, and more.
To filter the Categories dashboard



From the
Categories dashboard, use the Workspace
drop-down list to select a workspace.
Choose any of the following filters to configure the dashboard for
your needs:
Date filter
Workspace
Reviewer
Reviewee
Group
Scorecard
Category
Connection name
Hashtag
Helpdesk tag
Conversation channel
Assignment name
Helpdesk field
Helpdesk value
Root cause tier
Root cause sub-tier
Root cause type: lets you filter by loose, sub-tiered, and tiered
root causes.




See Understanding dashboard filters.
Additionally, you can display data based on the date a conversation or review was
created and include or exclude self reviews. See Understanding the Display settings
menu.


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