Accessing and viewing the Categories dashboard in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">You can use the dashboard to gain valuable insights into how your categories are performing, helping you make more informed decisions.</p>
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<p id="docs-ai-summary-content">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.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboard &gt; Categories</div>
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<div class="p">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:<ul class="ul" id="zug_qa_dashboard_categories__ul_z1k_fjx_q2c">
<li class="li">The average score of all category ratings.</li>
<li class="li">The total number of root causes added to category ratings.</li>
<li class="li">Root causes by reviewer and reviewee.</li>
</ul>
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<p class="p">You can use the dashboard to gain valuable insights into how your categories are
performing, helping you make more informed decisions.</p>
<p class="p">Admins and workspace leads and managers can access the Categories dashboard. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zug_qa_dashboard_categories__ul_k5p_vcs_bdc">
<li class="li"><a class="xref" href="#topic_f31_tgx_q2c">Accessing the Categories dashboard</a></li>
<li class="li"><a class="xref" href="#topic_jll_tgx_q2c">Filtering the Categories dashboard</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_qa_dashboard_categories__ul_l5p_vcs_bdc">
<li class="li"><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"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">About rating categories for
scorecards</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_f31_tgx_q2c">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Categories dashboard</h2>
<div class="body">
<p class="p">The Categories dashboard gives you valuable insights into your category scores and
root cause counts. </p>
<p class="p"><strong class="ph b">To access the Categories dashboard</strong></p>
<ol class="ol" id="topic_f31_tgx_q2c__ol_l4h_nfl_bdc">
<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_f31_tgx_q2c__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">Categories</strong>.<p class="p"><img class="image" id="topic_f31_tgx_q2c__image_y5s_fnx_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_categories_dash.png" width="800"></p>
</li>
</ol>
<p class="p">From the dashboard, you can view:</p>
<ul class="ul" id="topic_f31_tgx_q2c__ul_xh4_kmx_q2c">
<li class="li">The average score of your category ratings.</li>
<li class="li">The number of root causes added to category ratings.</li>
<li class="li">Your category score and root causes by review creation week.</li>
<li class="li">Tier details: Root cause usage broken down by tiers and sub-tiers, including
times used and usage percentage.</li>
<li class="li">Sub-tier details: Root cause usage broken down by sub-tiers, including times
used and usage percentage.</li>
<li class="li">Root cause details: Individual root cause usage across all tiers and sub-tiers,
including times used and usage percentage.</li>
<li class="li">Root causes for each reviewer.</li>
<li class="li">Root causes for each reviewee.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jll_tgx_q2c">
<h2 class="title topictitle2" id="ariaid-title3">Filtering the Categories dashboard</h2>
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<p class="p">In the Categories dashboard, you can filter the data to analyze categories by dates,
workspaces, reviewers, and more.</p>
<p class="p" dir="ltr"><strong class="ph b">To filter the Categories dashboard</strong></p>
<div class="p">
<ol class="ol" id="topic_jll_tgx_q2c__ol_x3q_gwr_bdc">
<li class="li" dir="ltr">
<a class="xref" href="#topic_f31_tgx_q2c">From the
<strong class="ph b">Categories</strong> dashboard</a>, use the <strong class="ph b">Workspace</strong>
drop-down list to select a workspace.</li>
<li class="li" dir="ltr">Choose any of the following filters to configure the dashboard for
your needs:<ul class="ul" id="topic_jll_tgx_q2c__ul_xbd_tsx_q2c">
<li class="li">Date filter</li>
<li class="li">Workspace</li>
<li class="li">Reviewer</li>
<li class="li">Reviewee</li>
<li class="li">Group</li>
<li class="li">Scorecard</li>
<li class="li">Category</li>
<li class="li">Connection name</li>
<li class="li">Hashtag</li>
<li class="li">Helpdesk tag</li>
<li class="li">Conversation channel</li>
<li class="li">Assignment name</li>
<li class="li">Helpdesk field</li>
<li class="li">Helpdesk value </li>
<li class="li">Root cause tier</li>
<li class="li">Root cause sub-tier</li>
<li class="li">Root cause type: lets you filter by loose, sub-tiered, and tiered
root causes.</li>
</ul>
</li>
</ol>
</div>
<p class="p">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>
<p class="p">Additionally, you can display data based on the date a conversation or review was
created and include or exclude self reviews. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_xlj_yjx_vfc" target="_blank">Understanding the Display settings
menu</a>.</p>
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