About dashboards in Zendesk QA

Dashboards in Zendesk QA offer valuable insights into the quality of your customer service. They allow you to view, customize, and download reports that give you an overview of your Zendesk QA data.


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Dashboards in QA provide insights into your customer service quality. You can filter data to assess team performance, customize display settings, and download reports in CSV or PDF formats. Access additional data points by drilling down into specific metrics, and check the last data update time to ensure you're viewing the latest information. This helps you manage and improve your support operations effectively.






Location: Zendesk QA > Dashboards

Dashboards in Zendesk QA offer valuable insights into the quality of your customer
service. They allow you to view, customize, and download reports that give you an overview of
your Zendesk QA data.
Use dashboard filters to efficiently locate the data necessary for assessing and
enhancing your team's performance.


You must allow third-party cookies in your browser to view Zendesk QA
dashboards properly.

This article contains the following topics:

Using dashboard filters
Understanding the Display settings
menu
Understanding dashboard filters
Time period selection
Accessing additional data points
Downloading dashboard data
Accessing the dashboard’s last data update
time



Using dashboard filters

Dashboards display a list of filters that help you analyze the data in your
workspaces and quickly find the information you need. You can apply one or more filters to
your workspaces.


Note: Workspace members with the agent role can see only their own data.

To apply dashboard filters

In Quality assurance, click
Dashboards in the sidebar.
The following dashboards are available in Zendesk QA, depending on your permissions:
Reviews
AutoQA
BotQA
Assignments
Surveys
Disputes
Categories
Calibration


Select the filters you want to apply from the filter row on the top. The default filter
applied is Last 30 days. Click the plus sign ( ) to access additional filters.
See Understanding dashboard filters.


Tip: The system reverts to the default filter and resets all applied
filters every time you visit a different page in Zendesk QA. To save your dashboard
filters for your next visit, you can use browser bookmarks, such as Google Chrome bookmarks.


(Optional) Click the display menu icon ( ) in the top right to choose how to display your data
and which cards to show or hide on your dashboard. See Understanding the Display settings menu.
(Optional) Click the options menu ( ) to download your filtered data.
(Optional) Click Reset to clear all applied filters.




Understanding the Display settings menu

Use the display settings menu icon ( ) in the top right corner to select how to display your
data and which cards and charts to display or hide on your dashboard.


Hiding display data affects only the dashboard visualization. The
data remains visible in CSV and PDF downloads.

The data varies by dashboard but can include:

Conversation created date
Review created date

Self-reviews:

Exclude self-reviews
Include self-reviews
Show only self-reviews

Date granularity:

Day
Week
Month
Quarter

Assign CSAT score to:

Owner of the ticket
Agent with most replies

Display data based on:

CSAT survey reply date
Conversation creation date
CSAT survey sent date

Survey chart attribute:

Survey response reason
Survey response language
Survey response predicted driver
Conversation channel
Conversation source
Conversation tag




Understanding dashboard filters

Depending on the dashboard you select, you can apply the following filters:








Filter name
Description


Date filter
Select a time period. By default, the dashboard returns data for the last
month. See Time period
selection. Dates are also determined based on the Display settings
selection.



Workspaces
Choose your workspaces. This filter displays results based on selected
workspaces. You'll see data only for workspaces that you are a member of.


Reviewer
The user giving the review.


Reviewee
The user receiving the review.


Group
Allows you to select a group. Using groups helps you avoid selecting multiple
agents each time you want to see a group's performance. This filter limits the
options to conversations in which reviewees and reviewers from those groups
participated. For example, filtering the reviews dashboard by a group returns
reviews submitted by users in that group or reviews received by users in that
group. This means users who aren’t part of the group can still appear in the
results if they receive reviews from someone in the group or submit reviews for
someone in the group.



Scorecard
Allows filtering by scorecard if multiple scorecards are available.


Category
Display results based on selected categories.


Connection name
Choose your connection (for example, if you're using multibrand Zendesk instances).


Hashtag
Report on the hashtags left in the Zendesk QA comment section.


Helpdesk tag
Filter by connection ticket tag.


Conversation channel
Display results based on the conversation channel. For example, only email
reviews.


Assignment name
Access manual review data based on active assignments that are accessible to you.


Helpdesk field and value
Filter by ticket fields.


Root cause
Select one or more root causes.


Language
Display results based on selected conversation languages.


Rating category
Display results based on selected autoscoring categories.


Participant type

Bot or user.


Connection
Display results based on connections.


Rating score
Display results based on selected rating score values.


Low bot communication efficiency
Show results based on if the low bot communication efficiency insight is
detected or not.


Bot repetition
Display results based on whether bot repetition insights are
detected.


Churn risk
Display results based on whether churn risk insights are detected.


Escalation
Display results based on whether escalation insights are detected.


Exceptional service
Display results based on whether exceptional service insights are
detected.


Follow-up
Display results based on whether follow up insights are detected.


Outlier
Display results based on whether outlier insights are detected.


Dead air
Display results based on whether dead air lasting longer than the set
threshold was detected in voice conversations.


Recording disclosure missing
Display results based on whether the speaker disclosed that the voice conversation was
being recorded.


Sentiment
Display results based on whether sentiment insights are positive or
negative.


Helpdesk tag
Display results based on ticket tags .


Call
Display results for voice calls only, text-based interactions (chats and
emails) only, or both.







Time period selection




"This" date range selections: Include today as one of the days counted for this
week, month, or year.

"Last" date range selections: Include the current day, week, month, quarter, or
year. For example, defining the custom period "Last 3 days" returns data for the day
before yesterday, yesterday, and through the end of today. It includes today as one of the
three days. Similarly, "Last 2 months" returns data for the current and previous
months.

Custom period: The date range picker provides a calendar that allows you to
select both a start date and an end date. The selected date range includes both the start
and end dates. Double-click on a date to select only that day.




Accessing additional data points

Access additional data points by drilling down into specific metrics.


Note: 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, you can observe this in the AutoQA dashboard drill-down and the Reviews dashboard drill-down.

To access additional data points on your dashboard


In Quality assurance, click
Dashboards in the sidebar.

Click to open a dashboard.
Click on any score, review, category, root cause, or conversation value to access the
list of associated reviewed conversations. For example, click the percentage
value displayed on the Reviews dashboard IQS card or the goal completion percentages in
the Assignments dashboard to drill down into the data for each conversation.
You can also click a line on a score
graph and use the dropdown menu to select a drill-down option:


Explore the additional data points or click any conversation link to open it. Both the
review and conversation IDs are hyperlinked for easy navigation to specific review
conversations.





Downloading dashboard data

You can download data from your dashboards either as a whole or for individual
cards. The data is available in CSV or PDF file formats.


Downloading all dashboard data

You can download the data from all your dashboard cards.
If the dashboard data is filtered, the download reflects the applied filters. However, hiding display data affects only the
dashboard visualization; the data remains visible in CSV and PDF downloads.
To download the dashboard data

In Quality assurance, click
Dashboards in the sidebar.
Click a dashboard to open it.
Click the options menu ( ) in the top-right corner of the dashboard to
download your data.
Select Download.
Set the Format to either CSV or PDF. If you select
PDF, specify whether you want to expand tables to show all rows. Note that large
tables may render as plain text or limit the number of displayed rows. Additionally,
indicate if you want to arrange dashboard tiles in a single column.
If you select CSV, all dashboard cards will be downloaded as individual CSV files in
a zip folder.

Click Download.




Downloading dashboard data for a single card

You can download data individually for specific dashboard cards.
To download dashboard data for a specific card

In Quality assurance, click
Dashboards in the sidebar.
Click a dashboard to open it.
Click the options menu ( ) next to a card and select Download
data.
Select Download data.
Select a Format.

By expanding the Advanced data options menu, you can choose whether to download
your results with visualization options applied or as displayed in the data table.

With visualizations options applied: The download attempts to
reflect any customizations made in the visualization, although it may not match
exactly. This includes options such as re-labeling columns, hiding totals, or adding
conditional formatting.

As displayed in the data table: Includes more fields than those
currently visible in your dashboard card.

Data values: You can also choose whether to download your results
with data values formatted (for example, rounding, special characters) or not.

Number of rows to include: You can specify the number of rows to include.
Options include selecting the current result table, all results, or a custom
number of rows.
The custom number of rows is limited to 5,000. This number can be increased by
selecting All results.



Click Download.





Accessing the dashboard’s last data update time

The Last data update time card of each dashboard allows you to see when
the dashboard was last updated. Time is in UTC:

Dashboard data is updated approximately every 60 minutes. To find the last data
update time for a dashboard, navigate to the
dashboard. The last updated timestamp card is typically displayed at the top or
bottom of the dashboard, or it can be enabled in the Display settings menu. Make sure to refresh the dashboard to view the
most current update.


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