Accessing and viewing the Reviewer QA dashboard

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<p id="docs-hc-snippet" style="display: none;">The Reviewer QA dashboard provides teams with automated, consistent insights into reviewers’ accuracy and alignment through randomized evaluation assignments. It supports continuous improvement in review quality by enabling QA leads and managers to monitor, analyze, and act on reviewer performance trends.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Use the Reviewer QA dashboard to track reviewer accuracy, evaluation history, and coaching trends with unbiased, randomized QA assignments. You can monitor scores, evaluations, pass rates, category insights, and cross-team performance, then drill into conversation data or download reports to spot training needs and improve calibration quality.</p>
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<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboard &gt; Reviewer QA</div>
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<p class="p" dir="ltr">The Reviewer QA dashboard provides teams with automated, consistent insights into
reviewers’ accuracy and alignment through randomized evaluation assignments. It supports
continuous improvement in review quality by enabling QA leads and managers to monitor,
analyze, and act on reviewer performance trends.</p>
<p class="p" dir="ltr">Evaluated reviewers can view their own Reviewer QA scores and evaluation history.
They can’t see who the evaluator was.</p>
<p class="p" dir="ltr">Leads can view their own evaluations in the dashboard as well as all other
evaluations conducted within their workspaces.</p>
<p class="p" dir="ltr">Managers can oversee organizational calibration quality within their workspaces,
connect reviewer performance with coaching, and analyze cross-team trends.</p>
<p class="p" dir="ltr">This article covers the following topics:</p>
<ul class="ul" id="topic-1__ul_ehp_q3m_3jc">
<li class="li" dir="ltr"><a class="xref" href="#topic_fmy_s3m_3jc">Accessing the Reviewer QA
dashboard</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_l4j_z3m_3jc">Understanding reviewer QA
dashboard data</a></li>
</ul>
<p class="p">Related articles</p>
<ul class="ul" id="topic-1__ul_lg3_xd4_xjc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">About dashboards in Zendesk QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10980810861978" target="_blank">Setting up reviewer QA assignments</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fmy_s3m_3jc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Reviewer QA dashboard</h2>
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<p class="p" dir="ltr">The Reviewer QA dashboard lists all your workspaces containing at least one
reviewer QA assignment.</p>
<p class="p" dir="ltr"><strong class="ph b">To access and filter the Reviewer QA dashboard</strong></p>
<ol class="ol" id="topic_fmy_s3m_3jc__ol_uhj_w3m_3jc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <img class="image" id="topic_fmy_s3m_3jc__d8e25" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboard_icon.png" width="22">
<strong class="ph b">Dashboards</strong> in the sidebar. </span></li>
<li class="li">From the list of dashboards, select <strong class="ph b">Reviewer QA</strong>.</li>
<li class="li">Select any filters you want to apply. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_dmj_yjx_vfc" target="_blank">Understanding dashboard filters</a>.<p class="p"><img class="image img-screenshot" id="topic_fmy_s3m_3jc__image_sfh_l24_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/reviewerqa_dashboard_scores.png" width="850"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_l4j_z3m_3jc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding Reviewer QA dashboard data</h2>
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<p class="p" dir="ltr">The Reviewer QA dashboard includes cards and charts that help you analyze
coaching activity and performance.</p>
<p class="p" dir="ltr">You can click values in the cards to view goal completion data per conversation.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_hng_tlx_vfc" target="_blank">Accessing additional data points</a>. You can also
download dashboard data. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_wk1_gsx_vfc" target="_blank">Downloading dashboard data</a>.</p>
<p class="p" dir="ltr">The Reviewer QA dashboard includes these cards:</p>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Card</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reviewer QA score</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Change in average score percentage (<code class="ph codeph">Sum of individual
evaluation scores matching the filter ÷ number of evaluations </code>) compared
with the same previous period. You can also view the number of reviews evaluated to
understand trend reliability.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Evaluations</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Total number of Reviewer QA evaluations submitted within the selected
time period.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Evaluated reviewers</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Number of unique reviewers who received at least one Reviewer QA
evaluation within the selected time period.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reviewer QA scores over time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Reviewer QA score and evaluation count trends over the selected time
period, grouped by date granularity.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Evaluated reviewer performance</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Performance breakdown by evaluated reviewer, including Reviewer QA score, score
growth, total evaluations, unseen evaluations, failed ratings, and pass
rate.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Category insights</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Average rating scores and failed rating counts by scorecard category
used in reviewer evaluations. These insights can help you identify which categories
receive the highest and lowest quality scores and determine whether specific
categories need training sessions.</td>
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<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Reason for rating</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Total number of root causes and categories used in reviewer
evaluations.</td>
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