Accessing and viewing the Categories dashboard in Zendesk QA

You can use the dashboard to gain valuable insights into how your categories are performing, helping you make more informed decisions.


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The Categories dashboard offers insights into category scores and root causes, helping you analyze performance over time. You can filter data by dates, workspaces, reviewers, and more to tailor the view to your needs. This feature supports informed decision-making by providing a clear view of average scores, root causes, and performance metrics for each reviewer and reviewee.




Location: Zendesk QA > Dashboard > Categories

The Zendesk QA Categories dashboard provides an overview of category scores and root
causes in your organization. It helps you report on the following over a time period you
specify:
The average score of all category ratings.
The total number of root causes added to category ratings.
Root causes by reviewer and reviewee.


You can use the dashboard to gain valuable insights into how your categories are
performing, helping you make more informed decisions.
Admins, account managers, and workspace managers can access the Categories dashboard.
This article contains the following topics:

Accessing the Categories dashboard
Filtering the Categories dashboard

Related articles:

About dashboards in Zendesk QA
About rating categories for
scorecards



Accessing the Categories dashboard

The Categories dashboard gives you valuable insights into your category scores and
root cause counts.
To access the Categories dashboard

In Quality assurance, click Dashboards
in the sidebar.
From the list of dashboards, select Categories.


From the dashboard, you can view:

The average score of your category ratings.
The number of root causes added to category ratings.
Your category score by review created week.
Root causes for each reviewer.
Root causes for each reviewee.




Filtering the Categories dashboard

In the Categories dashboard, you can filter the data to analyze categories by dates,
workspaces, reviewers, and more.
To filter the Categories dashboard



From the
Categories dashboard, use the Workspace
drop-down list to select a workspace.
Choose any of the following filters to configure the dashboard for
your needs:
Date filter
Workspace
Reviewer
Reviewee
Group
Scorecard
Category
Connection name
Hashtag
Helpdesk tag
Conversation channel
Assignment name
Helpdesk field
Helpdesk value See Understanding dashboard
filters.


Additionally, you can display data based on the date a conversation
or review was created and include or exclude self reviews. See Understanding the Display settings
menu.