Setting up reviewer QA assignments

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<p id="docs-hc-snippet" style="display: none;">Workspace assignments and assignment cycles help you evaluate and improve performance with a structured framework for measuring outcomes against established goals.</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-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Reviewer QA lets you assign random graded tickets or filtered conversations to leads and admins so they can review reviewers anonymously, compare scores, and check consistency. You can set evaluators, reviewers, conditions, cycles, time zones, and review goals, or turn an existing conversation filter into an assignment. This helps you track reviewer performance and improve quality assurance.</p>
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<p class="p" dir="ltr">Workspace assignments and assignment cycles help you evaluate and improve
performance with a structured framework for measuring outcomes against established goals. </p>
<p class="p" dir="ltr">Reviewer QA randomly selects graded tickets and lets QA leads and admins review
reviewers’ work anonymously.</p>
<p class="p" dir="ltr">Set up automatic assignment of reviews based on specific conditions to compare and
review reviewer performance. Leads and managers are assigned reviewed conversations and must
evaluate whether they agree with the scores given by reviewers.</p>
<p class="p"><img class="image img-screenshot" id="topic-1__image_ub2_k53_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/reviewerqa_evaluate.png" width="300"></p>
<p class="p" dir="ltr">By integrating Reviewer QA into your quality assurance workflow, you ensure that
your reviewers maintain consistency and high-quality standards. This approach ultimately
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 reviewer QA assignments</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ihh_dcl_rgc">Turning a conversation filter into a reviewer QA assignment</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__ul_kzl_y1h_5jc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770" target="_blank">Setting up agent 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 reviewer QA assignments</h2>
<div class="body">
<p class="p" dir="ltr">Admins and leads can set up reviewer 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 reviewer 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">Reviewer 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 the assignment cycle 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_t1p_sv3_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reviewer_assignment.png" width="800"></p>
</li>
<li class="li">Select the <strong class="ph b">Timezone</strong>.</li>
<li class="li">Configure the <a class="xref" href="#topic_g5y_dw1_cbc">assignment's evaluators and
reviewers</a>.</li>
<li class="li">Configure the <a class="xref" href="#topic_tx1_mdl_rgc">assignment's
conditions</a>.</li>
<li class="li">Configure the <a class="xref" href="#topic_pgh_jdl_rgc">assignment's
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 completed reviews will still count toward 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 reviewer QA assignment evaluators and reviewers</h3>
<div class="body">
<p class="p" dir="ltr">Use the Evaluators and reviewers tab to select which reviewers are evaluated
and who evaluates them in your assignment. </p>
<p class="p" dir="ltr">When selecting who will evaluate reviews, you can select all workspace managers
and leads, a group or selection of groups, a user, or a selection of users. You can also
exclude users from evaluating and from being reviewed.</p>
<div class="p">
<strong class="ph b">To configure a reviewer QA assignment's evaluators and reviewers</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 reviewer 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 reviewer QA assignment</a>.</li>
<li class="li">Click the <strong class="ph b">Evaluators and reviewers</strong> tab.</li>
<li class="li">Under <strong class="ph b">Evaluators</strong>, select who will evaluate reviewers from the following
options:<ul class="ul" id="topic_g5y_dw1_cbc__ul_zvy_3rc_tcc">
<li class="li" dir="ltr">All workspace managers and leads (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 managers and leads, or a group or list of
groups, you can also select the groups and users who shouldn't be evaluators in this
assignment under <strong class="ph b">Exclusions</strong>.<p class="p"><img class="image img-screenshot" id="topic_g5y_dw1_cbc__image_rmv_rtb_vjc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/qa_reviewer_assignment_evaluators.png" width="800"></p>
</li>
<li class="li">Under <strong class="ph b">Reviewers</strong>, select who will be evaluated from the following options:<ul class="ul" id="topic_g5y_dw1_cbc__ul_mhp_ssb_vjc">
<li class="li" dir="ltr">All workspace leads and reviewers (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) Under <strong class="ph b">Exclusions</strong>, select the groups, or users who shouldn’t be
evaluated in this assignment.</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 reviewer QA assignment</h3>
<div class="body">
<p class="p">An assignment’s conditions describe the characteristics a conversation must meet to be
assigned to an evaluator. The default review status of the conversation is Reviewed.</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="p">
<strong class="ph b">To configure a reviewer 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 reviewer 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 reviewer QA assignment</a>.</li>
<li class="li">Click the <strong class="ph b">Conditions</strong> tab.</li>
<li class="li">Under <strong class="ph b">Date</strong>, <strong class="ph b">Review and feedback</strong>, <strong class="ph b">Conversation</strong>, or <strong class="ph b">Help
desk</strong>, click the add icon (<img class="image img-screenshot" 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>
<p class="p"><img class="image img-screenshot" id="topic_tx1_mdl_rgc__image_u5q_tcm_bkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reviewer_assignment_conditions.png" width="800"></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 reviewer 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 evaluators are tasked to evaluate
and score reviewer 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 reviewer 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 reviewer 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 reviews in a shared pool are assigned
to evaluators 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">Evaluators can choose reviews from the shared pool</strong>
</li>
<li class="li" dir="ltr"><strong class="ph b">Evaluators are assigned reviews from the shared pool</strong></li>
</ul>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Goals apply only to individual evaluators who are assigned reviewed
conversations from a shared pool. They don’t apply to evaluators who can select
reviews from this pool.</div>
</div>
</li>
<li class="li">Under <strong class="ph b">Review goal</strong>, enter the percentage or total number of reviews or
evaluations that must be completed from the following options:<ul class="ul" id="topic_pgh_jdl_rgc__ul_bjl_kkl_rgc">
<li class="li">
<strong class="ph b">Set number of reviews must be evaluated collectively</strong>. You can set an
exact number or a percentage of reviews that evaluators need to cover.</li>
<li class="li">
<strong class="ph b">Each evaluator must do a set number of evaluations</strong>. Specify the
individual goal for each evaluator.</li>
<li class="li">
<strong class="ph b">Each reviewer must have a minimum number of their total reviews
evaluated</strong>. Define the reviewer-based objective by setting a specific number or
percentage of reviews that must be evaluated for each reviewer.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_pgh_jdl_rgc__image_tp1_r1c_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reviewer_assignment_goal.png" width="800"></p>
</li>
<li class="li">(Optional) Under <strong class="ph b">Advanced settings</strong>, you can configure the following: <ul class="ul" id="topic_pgh_jdl_rgc__ul_fcw_d1c_vjc">
<li class="li">
<strong class="ph b">Specify minimum evaluations for each reviewer</strong>: Click the toggle to turn it
on and enter a specific number to ensure that each reviewer meets the minimum
number of evaluations.</li>
<li class="li">
<strong class="ph b">Allow replacing conversations (Lead role and above)</strong>: Click the toggle to
turn it on if you want evaluators to be able to choose a different review to
evaluate, 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 a reviewer 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 a reviewer 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">Reviewer 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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