Using Zendesk QA as an agent

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<p id="docs-hc-snippet" style="display: none;">As an agent, you can access Zendesk QA to view feedback on your work, including ratings and comments left on your conversations, and to confirm that you have reviewed the feedback.</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">Access QA to review feedback on your work, manage disputes, and update personal settings. Check your activity page for ratings and comments. If you disagree with a rating, you can dispute it. Customize your settings for a personalized experience. Use dashboards to track performance, customer satisfaction, and review ratings, helping you identify strengths and areas for improvement.</p>
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<p class="p" dir="ltr">As an agent, you can access Zendesk QA to view feedback on your work, including
ratings and comments left on your conversations, and to confirm that you have reviewed the
feedback.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_ork_yfh_4fc">
<li class="li" dir="ltr"><a class="xref" href="#topic_wsw_cly_ydc">Checking your activity</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_h51_hvk_32c">Managing disputes</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ows_lv2_p2c">Updating personal
settings</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_cch_4xk_32c">Using the Dashboard</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_prk_yfh_4fc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043661945370" target="_blank">Using the Conversations view</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wsw_cly_ydc">
<h2 class="title topictitle2" id="ariaid-title2">Checking your activity</h2>
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<p class="p" dir="ltr">When you first sign in to Zendesk QA, you land on the Activity page.</p>
<p class="p" dir="ltr">Here, you can view all feedback left for you, including comments, ratings, and
disputes.</p>
<p class="p" dir="ltr">Icons next to the conversation subject indicate whether the conversation has an
overall positive or negative rating, and whether it includes a comment.</p>
<p class="p"><img class="image" id="topic_wsw_cly_ydc__image_id3_dgh_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_activity_page_agent.png" width="800"></p>
<p class="p" dir="ltr">On this page, you can also view survey feedback (CSAT) and reactions to reviews
or replies.</p>
<p class="p" dir="ltr"><strong class="ph b">To access your received reviews and comments </strong></p>
<ol class="ol" id="topic_wsw_cly_ydc__ol_cyk_fgh_4fc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <strong class="ph b">Activity</strong>
<img class="image" id="topic_wsw_cly_ydc__d8e95" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_activity_icon.png" width="22"> in the sidebar.</span></li>
<li class="li">Under Received, click <strong class="ph b">Reviews</strong> to access your reviewed conversations. Reviews may
apply to the entire conversation or to a specific message. Click the message to view its
score and ratings.</li>
<li class="li">(Optional) Click <strong class="ph b">Comments </strong>to view the comments you have received.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_h51_hvk_32c">
<h2 class="title topictitle2" id="ariaid-title3">Managing disputes</h2>
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<p class="p" dir="ltr">If you disagree with the rating scores, you can suggest a new rating for a
category, though this is optional. You can also leave a comment for the reviewer—this is
required when submitting a dispute. Your dispute can be sent back to the initial reviewer or
escalated to someone else, such as a Workspace manager. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760048922" target="_blank">Disputing a review</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ows_lv2_p2c">
<h2 class="title topictitle2" id="ariaid-title4">Updating personal settings</h2>
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<p class="p" dir="ltr">Your personal settings help you customize your Zendesk QA experience. You can
view or update settings such as your week's start day, the number of conversations you aim
to review each day, week, or month, and how often you want to receive feedback
notifications. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8557785343898" target="_blank">Viewing and updating personal settings in Zendesk
QA</a>.</p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_cch_4xk_32c">
<h2 class="title topictitle2" id="ariaid-title5">Using the Dashboard</h2>
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<p class="p" dir="ltr">Use dashboards to gain a comprehensive understanding of your overall personal
performance. Dashboards provide visual summaries of key metrics, such as customer
satisfaction scores and review ratings, allowing you to track your progress, identify
strengths, and pinpoint areas for improvement. Regularly reviewing your dashboard helps you
stay informed, set goals, and continuously enhance your support skills.</p>
<img class="image" id="topic_cch_4xk_32c__image_hvm_cvl_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_reviews_dashboard_agent.png" width="800">
<p class="p" dir="ltr">You can access your:</p>
<ul class="ul" id="topic_cch_4xk_32c__ul_dch_2vl_bgc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Reviews dashboard</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759414042" target="_blank">Surveys dashboard</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760048922#dispute-dashboard" target="_blank">Disputes dashboard</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019975345434" target="_blank">Categories dashboard</a></li>
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