About dashboards in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">Dashboards in Zendesk QA offer valuable insights into the quality of your customer service. They allow you to view, customize, and download reports that give you an overview of your Zendesk QA data.</p>
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<strong>Add-on</strong>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Dashboards in QA provide insights into your customer service quality. You can filter data to assess team performance, customize display settings, and download reports in CSV or PDF formats. Access additional data points by drilling down into specific metrics, and check the last data update time to ensure you're viewing the latest information. This helps you manage and improve your support operations effectively.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboards &gt; Coaching</div>
</div>
<p class="p" dir="ltr">Dashboards in Zendesk QA offer valuable insights into the quality of your customer
service. They allow you to view, customize, and download reports that give you an overview of
your Zendesk QA data.</p>
<p class="p" dir="ltr">Use dashboard filters to efficiently locate the data necessary for assessing and
enhancing your team's performance. </p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> You must allow third-party cookies in your browser to view Zendesk QA
dashboards properly.</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_np3_k2q_tcc">
<li class="li"><a class="xref" href="#topic_kcp_yv1_cbc">Using dashboard filters</a></li>
<li class="li"><a class="xref" href="#topic_xlj_yjx_vfc">Understanding the Display settings
menu</a></li>
<li class="li"><a class="xref" href="#topic_dmj_yjx_vfc">Understanding dashboard filters</a></li>
<li class="li"><a class="xref" href="#topic_fmj_yjx_vfc">Time period selection</a></li>
<li class="li"><a class="xref" href="#topic_rnw_zjx_vfc">Accessing additional data points</a></li>
<li class="li"><a class="xref" href="#topic_hng_tlx_vfc">Downloading dashboard data</a></li>
<li class="li"><a class="xref" href="#topic_wk1_gsx_vfc">Accessing the dashboard’s last data update
time</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kcp_yv1_cbc">
<h2 class="title topictitle2" id="ariaid-title2">Using dashboard filters</h2>
<div class="body">
<p class="p" dir="ltr">Dashboards display a list of filters that help you analyze the data in your
workspaces and quickly find the information you need. You can apply one or more filters to
your workspaces.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Workspace members with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978#workspace-users" target="_blank">agent role</a> can see only their own data.</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To apply dashboard filters</strong></p>
<ol class="ol" id="topic_kcp_yv1_cbc__ol_ojy_x2q_tcc">
<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_kcp_yv1_cbc__d7e25" 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"> The following dashboards are available in Zendesk QA, depending on your permissions:<ul class="ul" id="topic_kcp_yv1_cbc__ul_ijd_dpq_vfc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Reviews</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019507481242" target="_blank">AutoQA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7418648572826" target="_blank">BotQA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8207770590490" target="_blank">Assignments</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10820755687962" target="_blank">Coaching</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759414042" target="_blank">Surveys</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760048922#dispute-dashboard" target="_blank">Disputes</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019975345434" target="_blank">Categories</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724530842#viewing-results" target="_blank">Calibration</a></li>
</ul>
</li>
<li class="li">Select the filters you want to apply from the filter row at the top. The default filter
applied is Last 30 days and the workspace you're currently in.<p class="p">Click the plus sign
(<img class="image" id="topic_kcp_yv1_cbc__image_gry_jfx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_plus_sign.png" width="22">) to access additional filters. </p>
<img class="image img-screenshot" id="topic_kcp_yv1_cbc__image_jsk_wfx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dashboards_filters.png" width="800"><p class="p" dir="ltr">See <a class="xref" href="#topic_dmj_yjx_vfc">Understanding dashboard filters</a>.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> The system reverts to the default filter and resets all applied
filters every time you visit a different page in Zendesk QA. To save your dashboard
filters for your next visit, you can use browser bookmarks, such as <a class="xref" href="https://support.google.com/chrome/answer/188842" target="_blank">Google Chrome bookmarks</a>. </div>
</div>
</li>
<li class="li">(Optional) Click the display menu icon (<img class="image" id="topic_kcp_yv1_cbc__image_ztc_fgx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_view_icon.png" width="22">) in the top right to choose how to display your data
and which cards to show or hide on your dashboard. See <a class="xref" href="#topic_xlj_yjx_vfc">Understanding the Display settings menu</a>.</li>
<li class="li">(Optional) Click the options menu (<img class="image" id="topic_kcp_yv1_cbc__image_lqj_vgx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_vertical.png" width="12">) to download your filtered data. </li>
<li class="li">(Optional) Click <strong class="ph b">Reset</strong> to clear all applied filters.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xlj_yjx_vfc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Display settings menu</h2>
<div class="body">
<p class="p" dir="ltr">Use the display settings menu icon (<img class="image" id="topic_xlj_yjx_vfc__image_lth_vdy_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_view_icon.png" width="22">) in the top right corner to select how to display your
data and which cards and charts to display or hide on your dashboard. </p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Hiding display data affects only the dashboard visualization. The
data remains visible in CSV and PDF downloads.</div>
</div>
<p class="p" dir="ltr">The data varies by dashboard but can include:</p>
<ul class="ul" id="topic_xlj_yjx_vfc__ul_ylj_yjx_vfc">
<li class="li" dir="ltr">Conversation created date</li>
<li class="li" dir="ltr">Review created date</li>
<li class="li">Evaluation created date</li>
</ul>
<p class="p" dir="ltr">Self-reviews:</p>
<ul class="ul" id="topic_xlj_yjx_vfc__ul_zlj_yjx_vfc">
<li class="li" dir="ltr">Exclude self-reviews</li>
<li class="li" dir="ltr">Include self-reviews</li>
<li class="li" dir="ltr">Show only self-reviews</li>
</ul>
<p class="p" dir="ltr">Self-evaluations:</p>
<ul class="ul" id="topic_xlj_yjx_vfc__ul_blf_jwf_bkc">
<li class="li" dir="ltr">Exclude self-evaluations</li>
<li class="li" dir="ltr">Include self-evaluations</li>
<li class="li" dir="ltr">Show only self-evaluations</li>
</ul>
<p class="p" dir="ltr">Date granularity:</p>
<ul class="ul" id="topic_xlj_yjx_vfc__ul_amj_yjx_vfc">
<li class="li" dir="ltr">Day</li>
<li class="li" dir="ltr">Week</li>
<li class="li" dir="ltr">Month</li>
<li class="li" dir="ltr">Quarter</li>
</ul>
<p class="p" dir="ltr">Assign CSAT score to:</p>
<ul class="ul" id="topic_xlj_yjx_vfc__ul_bmj_yjx_vfc">
<li class="li" dir="ltr">Owner of the ticket</li>
<li class="li" dir="ltr">Agent with most replies</li>
</ul>
<p class="p" dir="ltr">Display data based on:</p>
<ul class="ul" id="topic_xlj_yjx_vfc__ul_cmj_yjx_vfc">
<li class="li" dir="ltr">CSAT survey reply date</li>
<li class="li" dir="ltr">Conversation creation date</li>
<li class="li" dir="ltr">CSAT survey sent date</li>
</ul>
<p class="p" dir="ltr">Survey chart attribute:</p>
<ul class="ul" id="topic_xlj_yjx_vfc__ul_bxm_vjc_tgc">
<li class="li" dir="ltr">Survey response reason</li>
<li class="li" dir="ltr">Survey response language</li>
<li class="li" dir="ltr">Survey response predicted driver</li>
<li class="li" dir="ltr">Conversation channel</li>
<li class="li" dir="ltr">Conversation source</li>
<li class="li" dir="ltr">Conversation tag</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dmj_yjx_vfc">
<h2 class="title topictitle2" id="ariaid-title4">Understanding dashboard filters</h2>
<div class="body">
<p class="p" dir="ltr">Depending on the dashboard you select, you can apply the following filters:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dmj_yjx_vfc__table_emj_yjx_vfc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Filter name</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Date filter</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select a time period. By default, the dashboard returns data for the last
month. See <a class="xref" href="#topic_fmj_yjx_vfc">Time period
selection</a>. <p class="p" dir="ltr">Dates are also determined based on the <a class="xref" href="#topic_xlj_yjx_vfc">Display settings
</a>selection.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Workspaces</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Choose your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9203020826266" target="_blank">workspaces</a>. This filter displays results based on selected
workspaces. You'll see data only for workspaces that you are a member of.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reviewer</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The user <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418" target="_blank">giving the review</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reviewee</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> The user <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760283546" target="_blank">receiving the review</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Group</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to select a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747142938" target="_blank">group</a>. Using groups helps you avoid selecting multiple
agents each time you want to see a group's performance. <p class="p">This filter limits the
options to conversations in which reviewees and reviewers from those groups
participated. For example, filtering the reviews dashboard by a group returns
reviews submitted by users in that group or reviews received by users in that
group. This means users who aren’t part of the group can still appear in the
results if they receive reviews from someone in the group or submit reviews for
someone in the group.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Scorecard</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows filtering by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">scorecard</a> if multiple scorecards are available.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Category</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on selected <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842" target="_blank">categories</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Connection name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Choose your connection (for example, if you're using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378#topic_hyq_l1v_cr" target="_blank">multibrand</a> Zendesk instances).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Hashtag</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Report on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043700996762" target="_blank">hashtags left in the Zendesk QA comment section</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Helpdesk tag</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Filter by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888664474" target="_blank">connection</a> ticket tag.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation channel</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">conversation channel</a>. For example, only email
reviews.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignment name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Access manual review data based on active <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770" target="_blank">assignments</a> that are accessible to you.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Helpdesk field and value </td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Filter by ticket <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">fields</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Root cause</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Select one or more <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759820826#topic_fw3_bbl_32c" target="_blank">root causes</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Root cause tier</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select one or more <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759820826#topic_vlk_ssg_sjc" target="_blank">root cause tier</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Root cause sub-tier</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select one or more <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759820826#topic_cjh_tsg_sjc" target="_blank">root cause sub-tier</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Language</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on selected <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#01J2KMA3YJ45DGA1GEZZVHEWQ9" target="_blank">conversation languages</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Rating category</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on selected <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">autoscoring categories</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Participant type</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7418648293018" target="_blank">Bot</a> or user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Connection</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669282714" target="_blank">connections</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Rating score</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on selected <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#understanding_rating_categories" target="_blank">rating score</a> values.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Low bot communication efficiency</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Show results based on if the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">low bot communication efficiency insight</a> is
detected or not.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Bot repetition</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on whether <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">bot repetition insights</a> are
detected.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Churn risk</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on whether <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">churn risk insights</a> are detected.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Escalation</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on whether <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">escalation insights</a> are detected.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Exceptional service</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on whether <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">extra mile insights</a> are detected.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Follow-up</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on whether <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">follow up insights</a> are detected.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Outlier</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on whether <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">outlier insights</a> are detected.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Dead air</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Display results based on whether <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc__dead_air" target="_blank">dead air</a> lasting longer than the set
threshold was detected in voice conversations.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Recording disclosure missing</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Display results based on whether the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc__recording_missing" target="_blank">speaker disclosed that the voice conversation was
being recorded</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Sentiment</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on whether <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">sentiment insights</a> are positive or
negative.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Helpdesk tag</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results based on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">ticket tags</a> .</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Call</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Display results for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536308081178" target="_blank">voice calls</a> only, text-based interactions (chats and
emails) only, or both.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Coaches</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The users who provided coaching.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Coachees</td>
<td class="entry cellrowborder" style="vertical-align:top;">The users who were coached.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fmj_yjx_vfc">
<h2 class="title topictitle2" id="ariaid-title5">Time period selection</h2>
<div class="body">
<p class="p"><img class="image img-screenshot" id="topic_fmj_yjx_vfc__image_gmj_yjx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dashboards_date.png" width="600"></p>
<ul class="ul" id="topic_fmj_yjx_vfc__ul_hmj_yjx_vfc">
<li class="li">
<strong class="ph b">"This" date range selections</strong>: Include today as one of the days counted for this
week, month, or year. </li>
<li class="li">
<strong class="ph b">"Last" date range selections</strong>: Include the current day, week, month, quarter, or
year. For example, defining the custom period "Last 3 days" returns data for the day
before yesterday, yesterday, and through the end of today. It includes today as one of the
three days. Similarly, "Last 2 months" returns data for the current and previous
months.</li>
<li class="li">
<strong class="ph b">Custom period</strong>: The date range picker provides a calendar that allows you to
select both a start date and an end date. The selected date range includes both the start
and end dates. Double-click on a date to select only that day.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_rnw_zjx_vfc">
<h2 class="title topictitle2" id="ariaid-title6">Accessing additional data points</h2>
<div class="body">
<p class="p">Access additional data points by drilling down into specific metrics. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If a conversation has more than one review, you can have more rows in the drill-down
than the number of unique conversations. For example, you can observe this in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019507481242#autoqa_dashboard_drilling" target="_blank">AutoQA dashboard drill-down</a> and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690#topic_qsl_bv5_s2c" target="_blank">Reviews dashboard drill-down</a>.</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To access additional data points on your dashboard</strong></p>
<ol class="ol" id="topic_rnw_zjx_vfc__ol_yhf_dkx_vfc">
<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_rnw_zjx_vfc__d7e25" 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">Click to open a dashboard.</li>
<li class="li">Click on any score, review, category, root cause, or conversation value to access the
list of associated reviewed conversations.<p class="p" dir="ltr">For example, click the percentage
value displayed on the Reviews dashboard IQS card or the goal completion percentages in
the Assignments dashboard to drill down into the data for each conversation.</p>
<img class="image img-screenshot" id="topic_rnw_zjx_vfc__image_amg_clx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments_goal.png" width="600"><p class="p" dir="ltr">You can
also click a line on a score graph and use the dropdown menu to select a drill-down
option:</p>
<p class="p"><img class="image img-screenshot" id="topic_rnw_zjx_vfc__image_c5r_klx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_drill_down_rating_scores.png" width="600"></p>
</li>
<li class="li">Explore the additional data points or click any conversation link to open it. Both the
review and conversation IDs are hyperlinked for easy navigation to specific review
conversations.<p class="p"><img class="image img-screenshot" id="topic_rnw_zjx_vfc__image_pzr_plx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments_goal_drill_down.png" width="600"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_hng_tlx_vfc">
<h2 class="title topictitle2" id="ariaid-title7">Downloading dashboard data</h2>
<div class="body">
<p class="p" dir="ltr">You can download data from your dashboards either as a whole or for individual
cards. The data is available in CSV or PDF file formats.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_rfq_wlx_vfc">
<h3 class="title topictitle3" id="ariaid-title8">Downloading all dashboard data</h3>
<div class="body">
<p class="p" dir="ltr">You can download the data from all your dashboard cards.</p>
<p class="p">If the dashboard data is filtered, the download reflects the <a class="xref" href="#topic_kcp_yv1_cbc">applied filters</a>. However, <a class="xref" href="#topic_xlj_yjx_vfc">hiding display data</a> affects only the
dashboard visualization; the data remains visible in CSV and PDF downloads.</p>
<p class="p" dir="ltr"><strong class="ph b">To download the dashboard data</strong></p>
<ol class="ol" id="topic_rfq_wlx_vfc__ol_vsm_bmx_vfc">
<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_rfq_wlx_vfc__d7e25" 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">Click a dashboard to open it.</li>
<li class="li">Click the options menu (<img class="image" id="topic_rfq_wlx_vfc__image_ixz_ynx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_vertical.png" width="12">) in the top-right corner of the dashboard to
download your data.</li>
<li class="li">Select <strong class="ph b">Download</strong>.</li>
<li class="li">Set the <strong class="ph b">Format</strong> to either <strong class="ph b">CSV</strong> or <strong class="ph b">PDF</strong>.<p class="p" dir="ltr">If you select
PDF, specify whether you want to expand tables to show all rows. Note that large
tables may render as plain text or limit the number of displayed rows. Additionally,
indicate if you want to arrange dashboard tiles in a single column. </p>
<p class="p" dir="ltr">If you select CSV, all dashboard cards will be downloaded as individual CSV files in
a zip folder.</p>
</li>
<li class="li">Click <strong class="ph b">Download</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_g11_bqx_vfc">
<h3 class="title topictitle3" id="ariaid-title9">Downloading dashboard data for a single card</h3>
<div class="body">
<p class="p" dir="ltr">You can download data individually for specific dashboard cards.</p>
<p class="p" dir="ltr"><strong class="ph b">To download dashboard data for a specific card</strong></p>
<ol class="ol" id="topic_g11_bqx_vfc__ol_dt5_kqx_vfc">
<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_g11_bqx_vfc__d7e25" 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">Click a dashboard to open it.</li>
<li class="li"> Click the options menu (<img class="image" id="topic_g11_bqx_vfc__image_wcg_4qx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_vertical.png" width="12">) next to a card and select <strong class="ph b">Download
data</strong>.</li>
<li class="li">Select <strong class="ph b">Download data</strong>.</li>
<li class="li">Select a <strong class="ph b">Format</strong>.<p class="p"><img class="image img-screenshot" id="topic_g11_bqx_vfc__image_rrn_prx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reviews_dashboard_download_formats.png" width="600"></p>
</li>
<li class="li">By expanding the <strong class="ph b">Advanced data options</strong> menu, you can choose whether to download
your results with visualization options applied or as displayed in the data table.<ul class="ul" id="topic_g11_bqx_vfc__ul_tnt_1ml_wfc">
<li class="li" dir="ltr">
<strong class="ph b">With visualizations options applied</strong>: The download attempts to
reflect any customizations made in the visualization, although it may not match
exactly. This includes options such as re-labeling columns, hiding totals, or adding
conditional formatting. </li>
<li class="li" dir="ltr">
<strong class="ph b">As displayed in the data table:</strong> Includes more fields than those
currently visible in your dashboard card.</li>
<li class="li" dir="ltr">
<strong class="ph b">Data values: </strong>You can also choose whether to download your results
with data values formatted (for example, rounding, special characters) or not. </li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Number of rows to include</strong>: You can specify the number of rows to include.
Options include selecting the current result table, all results, or a custom
number of rows.</p>
<p class="p">The custom number of rows is limited to 5,000. This number can be increased by
selecting All results.</p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Download</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_wk1_gsx_vfc">
<h2 class="title topictitle2" id="ariaid-title10">Accessing the dashboard’s last data update time</h2>
<div class="body">
<p class="p" dir="ltr">The <strong class="ph b">Last data update time</strong> card of each dashboard allows you to see when
the dashboard was last updated. Time is in UTC:</p>
<p class="p"><img class="image img-screenshot" id="topic_wk1_gsx_vfc__image_ls3_msx_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_last_updated.png" width="800"></p>
<p class="p" dir="ltr">Dashboard data is updated approximately every 60 minutes. To find the last data
update time for a dashboard, <a class="xref" href="#topic_kcp_yv1_cbc">navigate to the
dashboard</a>. The last updated timestamp card is typically displayed at the top or
bottom of the dashboard, or it can be enabled in the <a class="xref" href="#topic_xlj_yjx_vfc">Display settings menu</a>. Make sure to refresh the dashboard to view the
most current update.</p>
</div>
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