Managing received and given reviews

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Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM)

This article describes how to manage your received and given reviews in Zendesk QA. By following these steps, you can efficiently track feedback and improve your performance.

This article contains the following sections:

Viewing received and given reviews

Replying to the reviewer

Disputing a review

Viewing received and given reviews

To view your received or given reviews:

Navigate to the Activity view.

Click Reviews under your required section:

Received: An inbox where agents can see all their received Reviews. They can also click to see reviews that have Comments. Agents can read the conversations, analyze their received feedback, and communicate with their reviewer.

Given: An outbox where reviewers can see all their given reviews. This section also displays reviewers' received and given comments.

Replying to the reviewer

To reply to the reviewer's comments:

Read the conversation and consult the scores and comments left by the reviewer on the right side of the screen.

You can reply to the reviewer's comments by typing in your reply to the review. (For example, if you have any questions, wish to request additional training, or want to dispute the review.

Disputing a review

At times, you may not be happy with a received review and want to get a second opinion or to dispute an evaluation.

To dispute a review:

Use the Dispute review option.

@mention your lead or the person you want to notify about this dispute to trigger a notification.

Create a Comment Hashtag called #dispute. Agents can use this hashtag to filter out conversations in the Conversations and Dashboard views.