Setting up agent QA assignments

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<p id="docs-hc-snippet" style="display: none;">Workspace assignments and assignment cycles play a crucial role in evaluating and improving performance by providing a structured framework for measuring outcomes against established goals. Set up automatic assignment of conversations based on specific conditions to compare and review performance for agents. Reviewers are tasked with reviewing conversations and scoring agent performance.</p>
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<strong>Add-on</strong>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Assignments in QA help you manage and review support interactions by setting up recurring tasks for reviewers. You can create assignments, configure reviewers and reviewees, set conditions, and define goals. This feature allows you to tailor the review process to your needs, ensuring quality assurance and performance tracking. You can also convert conversation views into assignments for streamlined management.</p>
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<div class="body">

<p class="p" dir="ltr">Workspace assignments and assignment cycles play a crucial role in evaluating and
improving performance by providing a structured framework for measuring outcomes against
established goals. Set up automatic assignment of conversations based on specific conditions
to compare and review performance for agents. Reviewers are tasked with reviewing
conversations and scoring agent performance.</p>
<p class="p" dir="ltr">By analyzing the data generated from these assignments, you gain valuable insights
into your agents’ strengths and areas for improvement, which can lead to enhanced productivity
and better alignment with organizational goals. This approach fosters a culture of
accountability and continuous improvement within your teams.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_vtj_dhf_5jc">
<li class="li" dir="ltr"><a class="xref" href="#topic_kcp_yv1_cbc">Creating agent QA assignments</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ihh_dcl_rgc">Turning a conversation filter into an agent QA assignment</a></li>
</ul>
<p class="p">Related articles</p>
<ul class="ul" id="topic-1__ul_mfz_qmf_5jc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10980810861978" target="_blank">Setting up reviewer QA assignments</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7317000589466" target="_blank">Viewing and managing assignments in Zendesk QA</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kcp_yv1_cbc">
<h2 class="title topictitle2" id="ariaid-title2">Creating agent QA assignments</h2>
<div class="body">
<p class="p" dir="ltr">Admins, workspace managers, and leads can set up agent QA assignments. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978" target="_blank">Understanding roles and permissions in Zendesk QA</a>.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a new agent QA assignment</strong></p>
<ol class="ol" id="topic_kcp_yv1_cbc__ol_iqq_dqc_tcc">
<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 your profile icon in the top-right
corner, then select <strong class="ph b">Users, bots, and workspaces</strong>.</span></li>
<li class="li">Choose your workspace, then click <strong class="ph b">Assignments</strong>.</li>
<li class="li">Click <strong class="ph b">Create assignment</strong>.</li>
<li class="li">Select the <strong class="ph b">Agent QA</strong> assignment type.</li>
<li class="li">On the <strong class="ph b">General</strong> tab, enter an <strong class="ph b">Assignment name</strong>.</li>
<li class="li">Under Cycle settings, select how frequently the assignment cycle repeats: <strong class="ph b">Never</strong>,
<strong class="ph b">Daily</strong>, <strong class="ph b">Weekly</strong>,<strong class="ph b"> Bi-weekly</strong>, or <strong class="ph b">Monthly</strong>.<div class="note note">
<span class="notetitle">Note:</span> When the new
cycle begins, Zendesk QA fetches all applicable conversations and then doesn't fetch or
refresh them again until the next cycle.</div>
</li>
<li class="li">Select a <strong class="ph b">Start</strong> date and time. <p class="p">For monthly assignments, also specify the
recurrence and whether you want them to start on the same day every month or on specific
dates, for example, the first day of the month or every fourth Thursday.</p>
<p class="p"><img class="image img-screenshot" id="topic_kcp_yv1_cbc__image_ar5_5rf_5jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_agent_QA_assignment_general.png" width="800"></p>
</li>
<li class="li">Select the <strong class="ph b">Timezone</strong>.</li>
<li class="li">Configure the assignment's <a class="xref" href="#topic_g5y_dw1_cbc">reviewers and
reviewees</a>.</li>
<li class="li">Configure the assignment's <a class="xref" href="#topic_tx1_mdl_rgc">conditions</a>.</li>
<li class="li">Configure the assignment's <a class="xref" href="#topic_pgh_jdl_rgc">goal</a>.</li>
<li class="li">Click <strong class="ph b">Create assignment</strong>.</li>
</ol>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you need to update an assignment mid-cycle, you can do so without losing
the cycle's progress. All given reviews will still count towards the goal of the
assignment.</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_g5y_dw1_cbc">
<h3 class="title topictitle3" id="ariaid-title3">Configuring agent QA assignment reviewers and reviewees</h3>
<div class="body">
<p class="p" dir="ltr">Use the Reviewers and reviewees tab to select who will be reviewed and who will
act as the reviewer in your assignment. </p>
<p class="p" dir="ltr">When selecting who’ll review conversations, you can select all workspace users
except agents, a group or selection of groups, a user, or a selection of users. You can
also exclude users from reviewing and from being reviewed in conversations.</p>
<div class="p">
<strong class="ph b">To configure an agent QA assignment's reviewers and reviewees</strong><ol class="ol" id="topic_g5y_dw1_cbc__ol_umm_bdl_rgc">
<li class="li">
<a class="xref" href="#topic_kcp_yv1_cbc">Create a new agent QA
assignment</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8533419670298#topic_yvn_4wq_jhc" target="_blank">edit an existing agent QA assignment</a>.</li>
<li class="li">Click the <strong class="ph b">Reviewers and reviewees</strong> tab.</li>
<li class="li">Under <strong class="ph b">Reviewers</strong>, select who'll be doing the reviews from the following
options:<ul class="ul" id="topic_g5y_dw1_cbc__ul_zvy_3rc_tcc">
<li class="li" dir="ltr">All workspace users except agents (default)</li>
<li class="li" dir="ltr"> A group or a selection of groups</li>
<li class="li" dir="ltr">A user, or a selection of users</li>
</ul>
</li>
<li class="li">(Optional) If you select all workspace users except agents or a group or list of
groups, you can also select the groups and users who shouldn't be reviewers for this
assignment under <strong class="ph b">Exclude reviewers</strong>.</li>
<li class="li">Under <strong class="ph b">Reviewees</strong>, select who's being reviewed: <strong class="ph b">Users</strong> or
<strong class="ph b">Bots</strong>.<p class="p"><img class="image img-screenshot" id="topic_g5y_dw1_cbc__image_wg4_dq3_vhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ZendeskQA_reviewees_bots_users.png" width="800"></p>
</li>
<li class="li">Under <strong class="ph b">Who will be reviewed?</strong>, select which users or bots should be
reviewed.<p class="p">You can select all workspace users, a group or selection of groups, a
user or selection of users, all bots, or only a selection of bots.</p>
</li>
<li class="li">(Optional) Under <strong class="ph b">Exclude reviewees</strong>, select the groups, users, or bots who
shouldn’t be reviewed in this assignment.</li>
<li class="li">(Optional) If you’re reviewing users and not bots with this assignment, also select
which type of user to include as a reviewee.<p class="p" dir="ltr">You can select from the
following options:</p>
<ul class="ul" id="topic_g5y_dw1_cbc__ul_hf4_jhg_5jc">
<li class="li" dir="ltr">
<strong class="ph b">Workspace default</strong>. This is currently the most active agent in
the workspace.</li>
<li class="li" dir="ltr">
<strong class="ph b">Participant</strong>. When this option is selected, each conversation
assignee and all conversation participants can be chosen as reviewees.</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Assignee</strong>. When this option is selected, only the conversation
assignee can be selected as reviewee.</p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create assignment</strong> if you’re creating a new assignment, or click
<strong class="ph b">Publish changes</strong> if you’re editing an existing assignment.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_tx1_mdl_rgc">
<h3 class="title topictitle3" id="ariaid-title4">Configuring the conditions for the agent QA assignment</h3>
<div class="body">
<p class="p">An assignment’s conditions describe the characteristics a conversation must meet to be
assigned to a reviewer. For example, the conversations you want reviewed under the terms
of an assignment might be summarized as “conversations with more than three replies in the
previous 30 days.”</p>
<p class="p">Assignment conditions in Zendesk QA are the same as the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114-Finding-conversations-to-review-using-custom-filters#h_01HYBGTNNH3EK3E7S5S0RCGD4B" target="_blank">conversation filter types</a>.</p>
<div class="note tip">
<span class="tiptitle">Tip:</span> To prevent previously reviewed tickets from being offered for review
again, add the following assignment condition: <strong class="ph b">Review status | is | not
reviewed</strong>.</div>
<div class="p">
<strong class="ph b">To configure the agent QA assignment's conditions</strong><ol class="ol" id="topic_tx1_mdl_rgc__ol_wt5_tdl_rgc">
<li class="li">
<a class="xref" href="#topic_kcp_yv1_cbc">Create a new agent QA
assignment</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8533419670298#topic_yvn_4wq_jhc" target="_blank">edit an existing agent QA assignment</a>.</li>
<li class="li">Click the <strong class="ph b">Conditions</strong> tab.<p class="p"><img class="image img-screenshot" id="topic_tx1_mdl_rgc__image_zsh_3q3_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agentqa_assignment_conditions.png" width="800"></p>
</li>
<li class="li">Under <strong class="ph b">Date</strong>, <strong class="ph b">Conversation</strong>, or <strong class="ph b">Help desk</strong>, click the add icon
(<img class="image" id="topic_tx1_mdl_rgc__image_dpr_5kg_5jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_plus_sign.png" width="16">) to add at least one condition to the
assignment.<p class="p">Turn on <strong class="ph b">Show all conditions</strong> to display all available filters.
You can either use the search box to find the filter type you want to create or
scroll through the list until you find it. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114" target="_blank">See Understanding conversation filter types in Zendesk
QA</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Create assignment</strong> if you’re creating a new assignment, or click
<strong class="ph b">Publish changes </strong>if you’re editing an existing assignment.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_pgh_jdl_rgc">
<h3 class="title topictitle3" id="ariaid-title5">Configuring the agent QA assignment goal</h3>
<div class="body">
<p class="p">The assignment goal is highly configurable. If you already have a QA approach, you can
reflect the current process in these settings for how reviewers review conversations and
score agent performance.</p>
<div class="p">
<strong class="ph b">To configure the assignment goal</strong><ol class="ol" id="topic_pgh_jdl_rgc__ol_hk5_bkl_rgc">
<li class="li">
<a class="xref" href="#topic_kcp_yv1_cbc">Create a new agent QA
assignment</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8533419670298#topic_yvn_4wq_jhc" target="_blank">edit an existing agent QA assignment</a>.</li>
<li class="li">Click the <strong class="ph b">Goal</strong> tab.</li>
<li class="li">Under <strong class="ph b">Assignment approach</strong>, select how conversations in a shared pool are
assigned to reviewers from the following two options:<ul class="ul" id="topic_pgh_jdl_rgc__ul_w2f_5lg_5jc">
<li class="li" dir="ltr">
<strong class="ph b">Reviewers can choose conversations from the shared pool</strong>
</li>
<li class="li" dir="ltr"><strong class="ph b">Reviewers are assigned conversations from the shared pool</strong></li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Review goal</strong>, select one of three options:<ul class="ul" id="topic_pgh_jdl_rgc__ul_bjl_kkl_rgc">
<li class="li">
<strong class="ph b">Reviewers must collectively review a set number of conversations</strong>. You can
set an exact number or a percentage of conversations that reviewers need to
cover.</li>
<li class="li">
<strong class="ph b">Each reviewer must do a set number of reviews</strong>. Specify the individual
goal for each reviewer.</li>
<li class="li">
<strong class="ph b">Each reviewee must have a minimum number of their total conversations
reviewed</strong>. Define the reviewee-based objective by setting a specific number
or percentage of conversations that must be rated for each reviewee.</li>
</ul>
</li>
<li class="li">(Optional) Under <strong class="ph b">Advanced settings</strong>, you can configure the following settings
by clicking the toggles to the on position:<p class="p"><img class="image img-screenshot" id="topic_pgh_jdl_rgc__image_xqy_yp3_vhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_assignment_goal.png" width="800"></p>
<ul class="ul" id="topic_pgh_jdl_rgc__ul_cqd_ldl_rgc">
<li class="li">
<strong class="ph b">Specify minimum reviews for each reviewee</strong>: Turn this option on to ensure
that a minimum number of reviews per reviewee are covered.</li>
<li class="li">
<strong class="ph b">Allow reviewers to be assigned their own conversations for review</strong>: Turn
this option on to allow reviewers to complete self-reviews.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Agents don't have access to assignments.</div>
</div>
</li>
<li class="li">
<strong class="ph b">Allow replacing conversations (Reviewer role and above)</strong>: In some cases,
reviewers might want to skip a conversation in an assignment. Turn this option on
if you want reviewers to be able to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7317000589466#topic_ywc_pzp_jhc" target="_blank">choose a different conversation to review</a>
instead of the one provided from the list.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create assignment</strong> if you’re creating a new assignment, or click
<strong class="ph b">Publish changes </strong>if you’re editing an existing assignment.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ihh_dcl_rgc">
<h2 class="title topictitle2" id="ariaid-title6">Turning a conversation filter into an agent QA assignment</h2>
<div class="body">
<p class="p">Another way to create an assignment is by turning a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669455130" target="_blank">conversation filter</a> into an assignment.</p>
<div class="p">
<strong class="ph b">To turn a conversation filter into an agent QA assignment</strong><ol class="ol" id="topic_ihh_dcl_rgc__ol_hdb_ncl_rgc">
<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="topic_ihh_dcl_rgc__d8e80" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_conversations_icon.png" width="22">
<strong class="ph b">Conversations</strong> in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">Public filters</strong> or <strong class="ph b">Private filters</strong> to display a list of your public
or private filters. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669455130" target="_blank">Create a new filter</a> or click the options menu (<img class="image" id="topic_ihh_dcl_rgc__image_jjx_rm1_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="25">) next to the filter you want to turn into an
assignment and select <strong class="ph b">Edit</strong>.</li>
<li class="li">At the bottom of the page, click <strong class="ph b">Turn into an assignment</strong>.<p class="p"><img class="image img-screenshot" id="topic_ihh_dcl_rgc__image_wx1_nsc_tcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043668470426_10.png" width="600"></p>
</li>
<li class="li">Select <strong class="ph b">Agent QA</strong>.</li>
<li class="li">Click <strong class="ph b">Create assignment</strong> .<p class="p">The assignment is automatically added to your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7317000589466#topic_qwc_pzp_jhc" target="_blank">Tasks list</a>.</p>
</li>
</ol>
</div>
</div>
</div>
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