Accessing and viewing the Assignments dashboard in Zendesk QA

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<p id="docs-ai-summary-content">The Assignments dashboard provides insights into review activity, helping you track review performance against goals and optimize workflows. You can filter data by workspace, assignment, and cycle to analyze performance metrics. Key features include tracking goal completion, reviewer activity, reviewee performance, and monitoring replaced or removed conversations. Use these insights to ensure your team meets quality review targets.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboard &gt; Assignments</div>
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<p class="p">The Zendesk QA Assignments dashboard provides an overview of review activity across your
workspaces, assignments, and assignment cycles. It helps you compare review performance
against established goals for both individual reviewers and groups.</p>
<p class="p">Additionally, the dashboard shows how often assignment conversations are replaced or removed
by reviewers across their workspaces, assignments, and assignment cycles.</p>
<p class="p">You can use these insights to optimize the automated workflows of your assignments and ensure
that your teams consistently meet quality review targets.</p>
<p class="p">Admins, account managers, and workspace managers can access the Assignments dashboard in
Zendesk QA. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_k5p_vcs_bdc">
<li class="li"><a class="xref" href="#accessing_assignments_dashboard">Accessing the Assignments
dashboard</a></li>
<li class="li"><a class="xref" href="#filtering_assignments_dashboard">Filtering the Assignments
dashboard</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__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/7043747327770" target="_blank">Setting up assignments in Zendesk QA</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="accessing_assignments_dashboard">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Assignments dashboard</h2>
<div class="body">
<p class="p">The Assignments dashboard lists all workspaces containing at least one assignment. </p>
<p class="p"><strong class="ph b">To access the Assignments dashboard</strong></p>
<ol class="ol" id="accessing_assignments_dashboard__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 <strong class="ph b">Dashboards</strong>
<img class="image" id="accessing_assignments_dashboard__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboard_icon.png" width="22"> in the sidebar. </span></li>
<li class="li">From the list of dashboards, select <strong class="ph b">Assignments</strong>.<p class="p"><img class="image" id="accessing_assignments_dashboard__image_a1n_2hr_bdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments.png" width="600"></p>
</li>
<li class="li">From this dashboard you can:<div class="p">
<ul class="ul" id="accessing_assignments_dashboard__ul_v53_dhr_bdc">
<li class="li">Track the number of assignment reviews made for specific reviewees.</li>
<li class="li">Monitor the number of replaced or removed assignment tickets by reviewer.</li>
<li class="li">Drill down into specific tickets that were replaced or removed.</li>
<li class="li">Track team-level goals and their completion percentages.</li>
</ul>
</div>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="filtering_assignments_dashboard">
<h2 class="title topictitle2" id="ariaid-title3">Filtering the Assignments dashboard</h2>
<div class="body">
<p class="p">After accessing the Assignments dashboard, you can filter the data to analyze specific
datasets and gain insights into review performance.</p>
<p class="p" dir="ltr"><strong class="ph b">To filter the Assignments dashboard</strong></p>
<div class="p">
<ol class="ol" id="filtering_assignments_dashboard__ol_x3q_gwr_bdc">
<li class="li" dir="ltr">From the <strong class="ph b">Assignments</strong> dashboard, use the <strong class="ph b">Workspace</strong> drop-down
list to select a workspace.</li>
<li class="li" dir="ltr">Choose an assignment from the <strong class="ph b">Assignments</strong> drop-down list. </li>
<li class="li">From the <strong class="ph b">Assignment cycle</strong> drop-down list, choose one or multiple cycles.</li>
<li class="li">Click one of the following cards to analyze its data:<div class="p">
<ul class="ul" id="filtering_assignments_dashboard__ul_w1d_ycs_bdc">
<li class="li" dir="ltr"><a class="xref" href="#goal_completion_card">Goal
completion</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_unf_myr_bdc">Reviewers</a></li>
<li class="li" dir="ltr"><a class="xref" href="#reviewees_card">Reviewees</a></li>
<li class="li" dir="ltr"><a class="xref" href="#replaced_removed_conversations_card">Replaced and removed conversations</a></li>
</ul>
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</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="goal_completion_card">
<h2 class="title topictitle2" id="ariaid-title4">Goal completion card</h2>
<div class="body">
<p class="p">The Goal completion card displays metrics related to the completion of review goals,
including:</p>
<ul class="ul" id="goal_completion_card__ul_m4h_nfl_bdc">
<li class="li">Number of completed reviews</li>
<li class="li">Number of targeted reviews (team-level goal)</li>
<li class="li">Completion rate by assignment cycle</li>
</ul>
<p class="p"><img class="image" id="goal_completion_card__image_knl_gll_bdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments_goal.png" width="600"></p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770-Setting-up-assignments-in-Zendesk-QA#topic_g5y_dw1_cbc__section_qx1_nsc_tcc" target="_blank">Goals</a> are applicable only to individual reviewers
who are assigned conversations from a shared pool. They do not apply to reviewers who can
select conversations from this pool.</div>
</div>
<p class="p">Clicking the number displayed under Reviews allows you to drill into 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>.</p>
<p class="p">You can also download the 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>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_unf_myr_bdc">
<h3 class="title topictitle3" id="ariaid-title5">Reviewers card</h3>
<div class="body">
<p class="p">The Reviewers card provides an overview of how many reviews each reviewer completed,
whether they were assigned a goal, and their goal completion rate.</p>
<p class="p"><img class="image" id="topic_unf_myr_bdc__image_t1l_cds_bdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboard_assignments_reviewers.png" width="600"></p>
<p class="p">If no value is displayed under Goal, it indicates that the reviewer was not assigned a
goal.</p>
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</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="reviewees_card">
<h2 class="title topictitle2" id="ariaid-title6">Reviewees card</h2>
<div class="body">
<p class="p">The Reviewees card shows how many reviews each agent (or reviewee) completed in each
assignment cycle. </p>
<p class="p"><img class="image" id="reviewees_card__image_d2n_gml_bdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments_reviewees.png" width="600"></p>
<p class="p">Click the number displayed under Reviews to drill down into the data and view the initial
reviews and conversations.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="replaced_removed_conversations_card">
<h2 class="title topictitle2" id="ariaid-title7">Replaced and removed conversations card</h2>
<div class="body">
<p class="p">The Replaced and Removed conversations card displays how many conversations were <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7317000589466#topic_ywc_pzp_jhc" target="_blank">replaced</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7317000589466#topic_gsx_tyn_nhc" target="_blank">removed</a> from their assigned shared pool by
reviewers. </p>
<p class="p"><img class="image" id="replaced_removed_conversations_card__image_qws_3ml_bdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments_replaced_removed_conversations.png" width="600"></p>
<p class="p">Clicking the number of reviews under Replacements and Removals allows you to drill down
into the reasons for each replacement or removal.</p>
</div>
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