About the Zendesk QA Reviews dashboard calculations

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<p id="docs-ai-summary-content">Learn how to interpret the QA Reviews dashboard to evaluate agent performance and identify improvement areas. Understand calculations for the internal quality score (IQS), category scores, and individual review scores. Discover how marking categories as N/A affects QA score calculations, ensuring accurate performance assessments. This helps you make informed decisions to enhance customer support interactions.</p>
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<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboard &gt; Reviews</div>
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<p class="p">This article helps you understand how to interpret and use the different <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Reviews dashboard cards</a> in Zendesk QA to evaluate agent performance
and identify areas for improvement.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_nv1_dcj_4fc">
<li class="li" dir="ltr"><a class="xref" href="#topic_sws_4ww_42c">Understanding how the IQS is
calculated</a></li>
<li class="li" dir="ltr"><a class="xref" href="#category_scores">Understanding how category scores
are calculated</a></li>
<li class="li" dir="ltr"><a class="xref" href="#understanding_individual_review_scores">Understanding
how individual review scores are calculated</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_y5g_2cj_4fc">Understanding how N/A affects QA
score calculations</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__ul_yny_k3m_s2c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Understanding the Reviews dashboard in Zendesk
QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">Filtering the Reviews dashboard</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_sws_4ww_42c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding how the IQS is calculated</h2>
<div class="body">
<p class="p" dir="ltr">Your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690#topic_g5y_dw1_cbc" target="_blank">internal quality score (IQS)</a> is based on your
conversation reviews. It represents the average of all <a class="xref" href="#understanding_individual_review_scores">review scores</a> received
over a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_km1_vzq_tcc" target="_blank">specified period</a>, expressed as a percentage.</p>
<p class="p" dir="ltr">The IQS is calculated using the following formula:</p>
<p class="p">
<code class="ph codeph">IQS = (review_score1 + review_score2 + ...) / (number of reviews) * 100</code>
</p>
<p class="p">For example, considering the following review scores scenario:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_sws_4ww_42c__table_kbv_gqw_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">Review</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Review Score</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">1</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">100.00%</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">2</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">9.91%</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">3</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">63.96%</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">4</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">90.99%</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">5</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">0%</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">IQS</strong></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">52.97%</td>
</tr>
</tbody>
</table>
</div>
<p class="p">The IQS is calculated as follows:</p>
<p class="p" dir="ltr">
<code class="ph codeph">(100% + 9.91% + 63.96% + 90.99% + 0%) / 5 = 52.97%</code>
</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="category_scores">
<h2 class="title topictitle2" id="ariaid-title3">Understanding how category scores are calculated</h2>
<div class="body">
<p class="p" dir="ltr">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">set up your QA scorecard</a> and define your categories,
you also decide the rating scale for each category. This scale is used to determine the
category score for an interaction.</p>
<p class="p" dir="ltr">It’s calculated using the following formula:</p>
<div class="p">
<pre class="pre codeblock"><code> Category score = (score_selected - scale_minimum) / (scale_max - scale_minimum) * 100 </code></pre>
</div>
<p class="p" dir="ltr">And uses the following scores:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="category_scores__table_wmk_prw_42c" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Score</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">1</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">2</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">3</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">4</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">5</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Binary scale</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">0</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </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;">3-point scale</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">0%</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">50%</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </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;">4-point scale</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">0%</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">33.3%</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">66.6%</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">100%</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">5-point scale</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">0%</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">25%</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">50%</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">75%</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">100%</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="understanding_individual_review_scores">
<h2 class="title topictitle2" id="ariaid-title4">Understanding how individual review scores are calculated</h2>
<div class="body">
<p class="p" dir="ltr">Each category on your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">scorecard</a> has a weight value, represented as an integer from 0 to
100. To calculate the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690#topic_smr_t3r_tcc" target="_blank">review score for an interaction</a>, multiply each
category's score by its weight, then divide the total by the sum of the weights.</p>
<p class="p">If a critical
category rating is below 50%, the score is automatically set to zero.</p>
<p class="p" dir="ltr">It’s calculated using the following formula:</p>
<div class="p">
<pre class="pre codeblock"><code>Review score = (category1_score * category1_weight + category2_score * category2_weight...) / (category1_weight + category2_weight...) &gt;&gt; critical category &lt; 50%, then 0% </code></pre>
</div>
<p class="p">For example, consider the following scenario with five grouped categories with different
weights, where the agent received the following ratings. Critical categories are marked with an asterisk (*).</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="understanding_individual_review_scores__table_zmk_prw_42c" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e422" style="vertical-align:top;">Review</th>
<th class="entry nocellnorowborder" id="d51e425" style="vertical-align:top;">Request*(1)</th>
<th class="entry nocellnorowborder" id="d51e428" style="vertical-align:top;">Clarification (3)</th>
<th class="entry nocellnorowborder" id="d51e431" style="vertical-align:top;">Explanation (3)</th>
<th class="entry nocellnorowborder" id="d51e434" style="vertical-align:top;">Writing( 2)</th>
<th class="entry nocellnorowborder" id="d51e438" style="vertical-align:top;">Internal Data (1)</th>
<th class="entry cell-norowborder" id="d51e441" style="vertical-align:top;">Review Score</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e422" style="vertical-align:top;">1</td>
<td class="entry nocellnorowborder" headers="d51e425" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e428" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e431" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e434" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e438" style="vertical-align:top;">100%</td>
<td class="entry cell-norowborder" headers="d51e441" style="vertical-align:top;">100%</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e422" style="vertical-align:top;">2</td>
<td class="entry nocellnorowborder" headers="d51e425" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e428" style="vertical-align:top;">0%</td>
<td class="entry nocellnorowborder" headers="d51e431" style="vertical-align:top;">0%</td>
<td class="entry nocellnorowborder" headers="d51e434" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e438" style="vertical-align:top;">0%</td>
<td class="entry cell-norowborder" headers="d51e441" style="vertical-align:top;">30%</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e422" style="vertical-align:top;">3</td>
<td class="entry nocellnorowborder" headers="d51e425" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e428" style="vertical-align:top;">0%</td>
<td class="entry nocellnorowborder" headers="d51e431" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e434" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e438" style="vertical-align:top;">100%</td>
<td class="entry cell-norowborder" headers="d51e441" style="vertical-align:top;">70%</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e422" style="vertical-align:top;">4</td>
<td class="entry nocellnorowborder" headers="d51e425" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e428" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e431" style="vertical-align:top;">100%</td>
<td class="entry nocellnorowborder" headers="d51e434" style="vertical-align:top;">0%</td>
<td class="entry nocellnorowborder" headers="d51e438" style="vertical-align:top;">100%</td>
<td class="entry cell-norowborder" headers="d51e441" style="vertical-align:top;">80%</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e422" style="vertical-align:top;">5</td>
<td class="entry row-nocellborder" headers="d51e425" style="vertical-align:top;">0%</td>
<td class="entry row-nocellborder" headers="d51e428" style="vertical-align:top;">100%</td>
<td class="entry row-nocellborder" headers="d51e431" style="vertical-align:top;">100%</td>
<td class="entry row-nocellborder" headers="d51e434" style="vertical-align:top;">100%</td>
<td class="entry row-nocellborder" headers="d51e438" style="vertical-align:top;">100%</td>
<td class="entry cellrowborder" headers="d51e441" style="vertical-align:top;">0%</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_y5g_2cj_4fc">
<h2 class="title topictitle2" id="ariaid-title5">Understanding how N/A affects QA score calculations</h2>
<div class="body">
<p class="p" dir="ltr">When evaluating support interactions, you may encounter situations where one or
more categories are marked as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8875998154906#topic_ufd_t3n_zfc" target="_blank">N/A (Not Applicable)</a>. </p>
<p class="p" dir="ltr">N/A selections affect the calculation of the final QA score.</p>
<p class="p" dir="ltr">When a category is marked as N/A:</p>
<ul class="ul" id="topic_y5g_2cj_4fc__ul_r5j_wcj_4fc">
<li class="li" dir="ltr">It’s excluded from the final score calculation.</li>
<li class="li" dir="ltr">The final score becomes a weighted average of the remaining rated
categories.</li>
<li class="li" dir="ltr">The weights of the rated categories are not adjusted; instead, the score is
based only on the weights of the non-N/A categories.</li>
</ul>
<p class="p" dir="ltr">For example, consider a scenario with the following four categories with
different weights, where the tone category received an N/A rating:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_y5g_2cj_4fc__table_bpj_bdj_4fc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Category</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Weight</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Max rating</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Value</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Normalized score</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">N/A?</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Clarity</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">30</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">4</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">3</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">0.75</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tone</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">30</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">4</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">N/A</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">-</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Accuracy</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">30</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">4</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">2</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">0.5</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Structure</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">10</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">4</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">4</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">1.0</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">No</td>
</tr>
</tbody>
</table>
</div>
<p class="p" dir="ltr">In this scenario, only three categories—Clarity, Accuracy, and Structure—are used
in the calculation. Their contributions are as follows:</p>
<ul class="ul" id="topic_y5g_2cj_4fc__ul_jty_cdj_4fc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Clarity: 0.75 × 30 × 100 = <strong class="ph b">2250</strong></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Accuracy: 0.5 × 30 × 100 = <strong class="ph b">1500</strong></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Structure: 1.0 × 10 × 100 = <strong class="ph b">1000</strong></p>
</li>
</ul>
<div class="p">
<pre class="pre codeblock"><code>Total Score = 4750 / 70 = 67.8571%</code></pre>
</div>
<p class="p" dir="ltr">If all categories are marked as N/A, no final score is calculated. The review
will display as “No Score” or remain unscored.</p>
<p class="p" dir="ltr">If only one category is rated and all others are marked as N/A, that single
category fully determines the final score. Its contribution is calculated normally, and its
weight becomes the total weight used in the score calculation.</p>
<p class="p" dir="ltr">The same logic applies within groups. If a group contains multiple categories and
some are marked as N/A, only the valid categories contribute to the group score. If all
categories within a group are marked as N/A, the group score is excluded from the final
calculation.</p>
</div>
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