Setting and monitoring pass rates in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">The pass rate is a key metric for evaluating the quality of customer interactions in Zendesk Quality assurance (QA). It measures the percentage of reviews that meet a predefined baseline quality score. You can monitor the pass rate on the Reviews dashboard to track performance and ensure quality standards are met.</p>
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<p id="docs-ai-summary-content">You can set and monitor the pass rate, a key metric that shows the percentage of reviews meeting a quality baseline score. Adjusting the global pass rate updates scores for all data. Use the Reviews dashboard to track overall and individual pass rates, reviewer and reviewee performance, and detailed review scores to maintain quality standards in customer interactions.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboards &gt; Reviews</div>
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<p class="p" dir="ltr">The pass rate is a key metric for evaluating the quality of customer interactions in
Zendesk Quality assurance (QA). It measures the percentage of reviews that meet a predefined
baseline quality score. You can monitor the pass rate on the Reviews dashboard to track
performance and ensure quality standards are met.</p>
<p class="p" dir="ltr">This article includes the following topics:</p>
<ul class="ul" id="understanding_pass_rate__ul_en2_xjx_ycc">
<li class="li" dir="ltr"><a class="xref" href="#about_pass_rate">About the pass rate</a></li>
<li class="li"><a class="xref" href="#topic_o3d_z3h_njc">Setting the account’s pass rate</a></li>
<li class="li" dir="ltr"><a class="xref" href="#viewing_pass_rate">Viewing pass rate data in the
Reviews dashboard</a></li>
</ul>
<div class="p">
<strong class="ph b">Related articles</strong><ul class="ul" id="understanding_pass_rate__ul_kyy_zjx_ycc">
<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>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043700991514" target="_blank">Setting a performance reporting threshold in Zendesk
QA</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="about_pass_rate">
<h2 class="title topictitle2" id="ariaid-title2">About the pass rate</h2>
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<p class="p" dir="ltr">Each review is measured against a baseline set for the Internal Quality Score
(IQS) to determine whether it passes or fails. By default, Zendesk QA uses a baseline score
of 80%. Reviews scoring 80% or higher pass, while those scoring 79.9% or lower fail.</p>
<p class="p">The pass rate is the percentage of the total reviews that meet and exceed the baseline score. This is calculated by dividing the number of reviews that pass by the total number of reviews.</p>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_o3d_z3h_njc">
<h2 class="title topictitle2" id="ariaid-title3">Setting the account’s pass rate</h2>
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<p class="p" dir="ltr">The pass rate in Zendesk QA is a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">global setting</a> that applies to your entire account
and all workspaces. By default, Zendesk QA uses a pass rate of 80%. When you change it,
scores update across both historical data and new reviews.</p>
<p class="p" dir="ltr"><strong class="ph b">To change the account’s pass rate</strong></p>
<ol class="ol" id="topic_o3d_z3h_njc__ol_b15_mjh_njc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click
<strong class="ph b">General</strong>.</span></li>
<li class="li" dir="ltr">Under <strong class="ph b">Feedback pass rate</strong>, select your new pass rate.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="viewing_pass_rate">
<h2 class="title topictitle2" id="ariaid-title4">Viewing pass rate data in the Reviews dashboard</h2>
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<p class="p" dir="ltr"> The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Reviews dashboard</a> is comprised of many cards that together provide a quick overview of reviews, including overall and individual pass rates.</p>
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<strong class="ph b">To view the pass rate data in the Reviews dashboard</strong>
<ol class="ol">
<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="viewing_pass_rate__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">On the <strong class="ph b">Reviews</strong> dashboard, open the following cards to see scores and pass rate
information:<ul class="ul" id="viewing_pass_rate__ul_qlr_qqb_1dc">
<li class="li">
<strong class="ph b">Pass rate</strong>: Provides a quick overview of the overall pass rate for your
team.<p class="p"><img class="image" id="viewing_pass_rate__image_sxn_sqb_1dc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_reviews.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Reviewer performance</strong>: Provides detailed information about individual
reviewer performance, including the pass rate for each user, percentage change in
their pass rates over time, and the number of passed reviews.<p class="p"><img class="image" id="viewing_pass_rate__image_d3s_yjv_1dc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reviews_reviewer_performance.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Reviewee performance</strong>: Provides detailed information about individual
reviewee performance, including the pass rate for each user, percentage change in
their pass rates over time, and the number of passed reviews.<p class="p">
<img class="image" id="viewing_pass_rate__image_scy_xjv_1dc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reviews_reviewee_performance.png" width="600">
</p>
</li>
<li class="li">
<strong class="ph b">Scores by review</strong>: Provides detailed information about each review,
including the score and the pass/fail status. You may notice a difference in colors
between the Score and Pass/Fail columns because they are color-coded based on
different metrics. The colors in the Pass/Fail column are based on the pass rate
baseline score, while the colors in the Score column reflect the workspace's
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043700991514" target="_blank">performance reporting threshold</a>.<p class="p"><img class="image" id="viewing_pass_rate__image_b14_jrb_1dc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reviews_dashboard_scores_reviews.png" width="600"></p>
</li>
</ul>
</li>
</ol>
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