Understanding the AutoQA dashboard in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">The AutoQA dashboard tracks team performance across all AutoQA categories. It monitors quality performance and agent scores over time, providing breakdowns by agent and category. This dashboard is ideal for monitoring trends and identifying the training needs of your teams.</p>
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<p id="docs-ai-summary-content">The AutoQA dashboard helps you monitor team performance and identify training needs by tracking quality performance and agent scores over time. It provides insights into metrics like auto-reviewed conversations, efficiency gain, and accuracy scores. You can also explore additional data points, such as category insights and root causes of errors, to enhance your team's support capabilities.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboard &gt; AutoQA</div>
</div>
<p class="p">The AutoQA dashboard tracks team performance across all AutoQA categories. It monitors quality
performance and agent scores over time, providing breakdowns by agent and category. This
dashboard is ideal for monitoring trends and identifying the training needs of your teams.</p>
<p class="p" dir="ltr">While manually submitted grades contribute to the agents’ <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690-Accessing-and-viewing-the-Reviews-dashboard#ariaid-title3" target="_blank">Internal Quality Score (IQS)</a>, automated reviews are
tracked using the Auto Quality Score (AQS).</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_gyh_zmq_42c">
<li class="li"><a class="xref" href="#autoqa_dashboard_accessing">Accessing the AutoQA dashboard</a></li>
<li class="li" dir="ltr"><a class="xref" href="#autoqa_dashboard_examples">Understanding the main AutoQA dashboard cards with examples</a></li>
<li class="li" dir="ltr"><a class="xref" href="#autoqa_dashboard_additional_cards">Understanding additional AutoQA dashboard cards</a></li>
<li class="li"><a class="xref" href="#autoqa_dashboard_drilling">Drilling down into AutoQA dashboard data</a></li>
</ul>
<p class="p" dir="ltr">Related articles:</p>
<ul class="ul" id="topic-1__ul_hyh_zmq_42c">
<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>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="autoqa_dashboard_accessing">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the AutoQA dashboard</h2>
<div class="body">
<p class="p">The AutoQA dashboard tracks your teams’ performance across all <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354-Setting-up-autoscoring-in-Zendesk-QA-using-AutoQA#understanding-autoscoring-categories" target="_blank">AutoQA categories</a>.</p>
<p class="p"><strong class="ph b">To access the AutoQA dashboard</strong></p>
<ol class="ol" id="autoqa_dashboard_accessing__ol_cgb_smn_s2c">
<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="autoqa_dashboard_accessing__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">AutoQA</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="autoqa_dashboard_examples">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the main AutoQA dashboard cards with examples</h2>
<div class="body">
<p class="p" dir="ltr">The following quality indicators represent the standard cards displayed on the
AutoQA dashboard:</p>
<p class="p"><img class="image" id="autoqa_dashboard_examples__image_hvc_tpq_42c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_autoqa_dashboard_main_cards.png" width="800"></p>
<p class="p">Use the table below to understand the metrics for your main dashboard cards, using the
values in the screenshot above as an example:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="autoqa_dashboard_examples__table_svw_zqq_42c" rules="all" summary="">
<colgroup>
<col style="width:123.59pt">
<col style="width:295.94pt">
<col style="width:282.33pt">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Example (using the screenshot above)</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Auto-reviewed conversations</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of conversations that had at least one category
automatically scored without human intervention. If the category is automatically
scored more than once, only the latest AutoQA is taken into account.<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Since auto-reviewed conversations count distinct
conversations, not reviews, the same conversation is counted only once per
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_dmj_yjx_vfc" target="_blank">group</a>, even if it's reviewed for
different users in different groups.</div>
</div>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Using the above screenshot as an example, there are 404 conversations that
received at least one auto-review but haven't received any manual reviews.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Manually reviewed conversations</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of automatically scored conversations that were also
manually reviewed by humans. It counts all conversations with at least one manual
review based on the conversation creation date. If the category is automatically
scored more than once, only the latest AutoQA is taken into account.<div class="p" dir="ltr">
<div class="note attention">
<span class="attentiontitle"></span> As this value is based on the conversation creation date
filter, it may differ from the review date reported in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Reviews dashboard</a>. </div>
</div>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">In the screenshot above, 173 conversations were manually reviewed.<div class="p" dir="ltr">
<div class="note attention">
<span class="attentiontitle"></span> There may be overlap between conversations that were
auto-reviewed and those that received manual reviews, as the conversations
counted in this card include at least one manual review.</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Efficiency gain</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The ratio of how many tickets AutoQA can cover compared to manual reviews,
calculated as follows:<p class="p"><code class="ph codeph">Efficiency Gain = Auto-reviewed conversations /
Manually reviewed conversations</code></p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">In the example above, the efficiency gain is calculated as follows:
<p class="p"><code class="ph codeph">2.34 Efficiency gain = 404 Auto-reviewed conversations / 173
Manually reviewed conversations</code></p>
<p class="p" dir="ltr">This indicates that
for every manual review, you gain the equivalent of 2.34 conversations through
auto-review.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">
<strong class="ph b">Auto-reviewed per reviewee</strong>
</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average number of reviews conducted for each reviewee by
AutoQA, illustrating how AutoQA aids in providing feedback.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">In the screenshot above:<p class="p"><code class="ph codeph">7.8 Auto-reviewed conversations per
reviewee = Number of conversations with at least one auto-review / Number of
reviewees in these auto-reviews</code></p>
<p class="p" dir="ltr">This figure reflects
the number of users who received an auto-review, not the total number of users
in a workspace. The numerator for this metric includes conversations with both
auto and manual reviews. This metric assesses auto-review coverage per reviewee,
which is why all conversations that have received an auto-review are
considered.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Manually reviewed per reviewee</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average number of manual reviews given to each
reviewee.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Using the above screenshot as an example, the calculation is as follows:
<p class="p"><code class="ph codeph">3.04 Manually reviewed conversations per reviewee = 173 Manually
reviewed conversations / Number of reviewees in these manual
reviews</code></p>
<p class="p" dir="ltr">This figure refers to the number of users who
received a manual review, not the total number of users in a
workspace.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="autoqa_dashboard_examples__accuracy_score" style="vertical-align:top;"><strong class="ph b">Accuracy score</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The accuracy score measures the consistency and level of agreement
between ratings generated by AutoQA and those provided by human reviewers. </p>
<p class="p" dir="ltr">The gauge chart displays the average accuracy score for the selected
period and filter options. A score above 75% indicates a high level of
agreement, demonstrating the effectiveness of AutoQA. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9046364914842" target="_blank">Improving AutoQA accuracy</a>.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<strong class="ph b">Ratings by accuracy level</strong>
</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The Ratings by accuracy level bar chart displays the relative
proportions of AutoQA ratings grouped by accuracy level for the selected period
and filter options. </p>
<p class="p" dir="ltr">The accuracy metric generates a score between 0% and 100%, where 0%
indicates total disagreement and 100% indicates total agreement between AutoQA
and human reviewers:</p>
<ul class="ul" id="autoqa_dashboard_examples__ul_qhx_gbg_gfc">
<li class="li" dir="ltr">High accuracy: Scores between 75% and 100%</li>
<li class="li" dir="ltr">Medium accuracy: Scores between 25% and 74%</li>
<li class="li" dir="ltr">Low accuracy: Scores between 0% and 24%</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Modified AutoQA conversations</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Number of conversations where a human has changed the AutoQA score
in at least one category.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Because there was disagreement in several categories with AutoQA,
these categories would be included in the 79 Modified AutoQA conversations shown
in the dashboard screenshot above.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" id="autoqa_dashboard_examples__AQS" style="vertical-align:top;"><strong class="ph b">AQS</strong></td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Simple average of the AutoQA quality scores for all conversations
evaluated by AutoQA. It takes into account all <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842" target="_blank">active AutoQA categories</a> listed under
Scorecards.</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="autoqa_dashboard_additional_cards">
<h2 class="title topictitle2" id="ariaid-title4">Understanding additional AutoQA dashboard cards</h2>
<div class="body">
<p class="p"><img class="image" id="autoqa_dashboard_additional_cards__image_an3_vwq_42c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_autoqa_dashboard_aqs_top_languages.png" width="800"></p>
<p class="p">Use the table below to understand the metrics for the additional AutoQA cards:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="autoqa_dashboard_additional_cards__table_xcp_xwq_42c" 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">Metric</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;"><strong class="ph b">AQS over time</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Difference in auto quality score over a selected period. This
metric helps quickly identify drops in performance, allowing you to address issues
promptly.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Breakdown for top languages</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">This metric provides the ratio and count of conversation languages,
helping you identify where to invest your support efforts. For example, if you
notice an increase in volume for a specific language, it may be beneficial to
include that language in your knowledge base.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Category insights</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Breakdown of AutoQA scores per category. If the category is
automatically scored more than once, only the latest AutoQA is taken into
account.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Custom category insights</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Breakdown of AutoQA scores per <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">custom AutoQA category</a>. If the category is automatically
scored more than once, only the latest AutoQA is taken into account.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Category scores over time</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Line graph showing changes in category scores over a selected
period.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">AutoQA conversations by category</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">This metric represents the number of conversations that received an
AutoQA rating. </p>
<p class="p" dir="ltr">When a new category is added, only new incoming conversations with a
Closed or Solved status are automatically analyzed and rated based on the
category conditions. </p>
<p class="p" dir="ltr">These are conversations that were closed with at least one public
reply from both the agent and the customer.</p>
<p class="p" dir="ltr">Existing conversations with a Closed or Solved status that receive an
update after the category is added are also automatically analyzed and rated.
Consequently, you may notice a conversation that has already been analyzed and
rated being assessed again in a new workspace.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Category scores per reviewee</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">This metric provides information on reviewees and their
automatically calculated average scores for specific auto categories over a
selected time period, including archived and deleted categories. It helps quickly
identify which agents are underperforming in those areas, allowing you to
determine who needs training. Additionally, it provides a reference for relevant
conversations to review for each agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Root causes of spelling and grammar mistakes per
reviewee</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Information about reviewees and the AutoQA-assessed <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759820826" target="_blank">root causes</a> identified by AutoQA's Spelling and Grammar
categories.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Root causes of tone mistakes per reviewee</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">This metric provides information about reviewees and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759820826" target="_blank">root causes</a> of tone mistakes identified by AutoQA's tone
category.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Repeated spelling and grammar mistakes per reviewee</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">This metric lists repeated errors, broken down by reviewee and
their frequency.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Last data update time (UTC)</strong></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">The date and timestamp of the last dashboard update. The AutoQA
dashboard updates automatically every hour.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="autoqa_dashboard_drilling">
<h2 class="title topictitle2" id="ariaid-title5">Drilling down into AutoQA dashboard data</h2>
<div class="body">
<p class="p" dir="ltr">You can drill down into the following data points:</p>
<ul class="ul" id="autoqa_dashboard_drilling__ul_ixh_r5n_s2c">
<li class="li" dir="ltr">Conversations</li>
<li class="li" dir="ltr">Categories</li>
<li class="li" dir="ltr">Root causes</li>
</ul>
<p class="p">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, the Auto-reviewed conversations card
displays how many conversations were reviewed. However, in the drill-down, you can access
all reviews completed for each agent in that conversation. </p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_rnw_zjx_vfc" target="_blank">Accessing additional data points</a>.</p>
</div>
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