Accessing and viewing the disputes dashboard

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The disputes dashboard provides insight into dispute activity across workspaces. Use the
dashboard to see how well perceptions are aligned between reviewers and reviewees, and how
effectively your team is resolving conflicts and misunderstandings. View trends over time to
track improvement.<div class="p">This article contains the following topics: <ul class="ul" id="topic-1__ul_u4s_5tg_3gc">
<li class="li"><a class="xref" href="#topic_ycs_ytg_3gc">Accessing the disputes dashboard
</a></li>
<li class="li">
<a class="xref" href="#topic_sjj_m5g_3gc">Understanding the disputes
dashboard</a>
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<p id="docs-ai-summary-content">The disputes dashboard helps you monitor dispute activity across workspaces, showing how well perceptions align between reviewers and reviewees. You can track trends over time, view average resolution times, and analyze disputes by category. The dashboard also provides insights into user behavior and reviewer consistency, helping you identify areas needing attention or training.</p>
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<div class="p">Related articles: <ul class="ul" id="topic-1__ul_stp_wtg_3gc">
<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>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ycs_ytg_3gc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the disputes dashboard </h2>
<div class="body">
<p class="p">Admins, account managers, workspace managers, leads, and reviewers can view the disputes
dashboard. Agents can view the disputes dashboard as reviewees, but can see only their own
data. </p>
<div class="p">To access the disputes dashboard<ol class="ol" id="topic_ycs_ytg_3gc__ol_enh_c5g_3gc">
<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 the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_ycs_ytg_3gc__d8e2353" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboard_icon.png" width="22">) in the left sidebar. </span></li>
<li class="li"><span class="ph">(Optional) Click the <strong class="ph b">Toggle sidebar</strong> icon (<img class="image" height="28" id="topic_ycs_ytg_3gc__d8e2438" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendeskqa_toggle_icon.png" width="30">) to display the side menu.</span></li>
<li class="li">From the list of dashboards, select <strong class="ph b">Disputes</strong>. <p class="p"><img class="image" id="topic_ycs_ytg_3gc__image_ldw_dkj_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_disputes_dashboard.png" width="700"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_sjj_m5g_3gc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the disputes dashboard </h2>
<div class="body">
<div class="p">The dispute dashboard includes the following information, which can be filtered by time
period, workspaces, groups, users, and hashtags: <ul class="ul" id="topic_sjj_m5g_3gc__ul_swh_r5g_3gc">
<li class="li">
<strong class="ph b">Average resolution time</strong>: Average resolution time for disputes, measured in
days. </li>
<li class="li">
<strong class="ph b">Disputes by category</strong>: Ratio of accepted versus rejected disputes for specific
categories. Shows where disagreements are common and may need attention or training. </li>
<li class="li">
<strong class="ph b">Disputes over time</strong>: Ratio of accepted versus rejected disputes created during
the selected time period. Shows trends in outcomes. </li>
<li class="li">
<strong class="ph b">Disputers</strong>: Table of disputes by initiator. Details include counts of reviews
they’ve received and viewed, counts of disputes started, and status of those disputes
(rejected, accepted, partially accepted, or still open). Shows user behavior and
engagement with the review process. </li>
<li class="li">
<strong class="ph b">Disputed reviewers</strong>: Table of disputes by reviewer. Details include counts of
reviews given and how many have been viewed, counts of disputes started for their
reviews, and status of those disputes (rejected, accepted, partially accepted, or still
open). Shows which reviewers may need additional help with consistency and accuracy. </li>
</ul>
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