Viewing and managing assignments in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">Assignmentsin Zendesk Quality Assurance (QA) are recurring tasks that consist of sets of conversations assigned to reviewers or sets of reviews assigned to evaluators based on specific criteria and predefined goals.</p>
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<p id="docs-ai-summary-content">Access assignment tasks to manage and evaluate conversations based on set criteria and goals. You can view tasks, filter and sort them, and get an overview of assignment details. If needed, reassign, replace, or remove conversations, with options varying by role. This flexibility helps you address team availability and maintain assignment goals effectively.</p>
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<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770" target="_blank">Assignments</a> in Zendesk Quality Assurance (QA) are
recurring tasks that consist of sets of conversations assigned to reviewers or sets of reviews
assigned to evaluators based on specific criteria and predefined goals.</p>
<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">This article describes how to access, rate, reassign, replace, or remove assigned
conversations and reviews in Zendesk QA.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_l5p_vcs_bdc">
<li class="li"><a class="xref" href="#topic_qwc_pzp_jhc">Viewing assignment tasks</a></li>
<li class="li"><a class="xref" href="#topic_ywc_pzp_jhc">Replacing conversations in an assignment</a></li>
<li class="li"><a class="xref" href="#topic_vgr_zxn_nhc">Reassigning conversations in an assignment</a></li>
<li class="li"><a class="xref" href="#topic_gsx_tyn_nhc">Removing conversations from an assignment</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qwc_pzp_jhc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing assignment tasks</h2>
<div class="body">
<p class="p" dir="ltr">Assigned reviews are accessible from the Tasks panel.</p>
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978" target="_blank">Admins, workspace leads, managers, and reviewers</a> can
view assignment tasks. </p>
<p class="p" dir="ltr"><strong class="ph b">To view assignment tasks</strong></p>
<ol class="ol" id="topic_qwc_pzp_jhc__ol_l3v_rcq_jhc">
<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_qwc_pzp_jhc__d8e104" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_tasks_icon.png" width="20">
<strong class="ph b">Tasks</strong> in the sidebar.</span></li>
<li class="li">Expand one of the following options:<ul class="ul" id="topic_qwc_pzp_jhc__ul_rlg_mvn_nhc">
<li class="li" dir="ltr">
<strong class="ph b">Your assignments</strong>: View a list of your assignments.</li>
<li class="li" dir="ltr">
<strong class="ph b">Other assignments</strong>: View a list of all other assignments if you are
an admin, workspace lead, or manager. </li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_qwc_pzp_jhc__image_ypl_sdj_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_tasks_assignements.png" width="800"></p>
<div class="note tip">
<span class="tiptitle">Tip:</span> When using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747869210" target="_blank">Zendesk QA browser extension</a> to access a
conversation, the name and goal of the assignment are displayed only when navigating
directly from the assignments view.</div>
<p class="p"><img class="image img-screenshot" id="topic_qwc_pzp_jhc__image_ett_vdj_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_browser_extension_assignements.png" width="250"></p>
</li>
<li class="li">Select between <strong class="ph b">Agent QA</strong> or <strong class="ph b">Reviewer QA</strong> and click an assignment to open the
list of conversations assigned to it. <p class="p" dir="ltr">For each assignment you can view the
following details:</p>
<ul class="ul" id="topic_qwc_pzp_jhc__ul_nqn_ffq_jhc">
<li class="li" dir="ltr">
<strong class="ph b">Time left: </strong>Remaining time to complete the assignment.</li>
<li class="li" dir="ltr">
<strong class="ph b">Goal: </strong>Total assignment goal.</li>
<li class="li" dir="ltr">
<strong class="ph b">Your goal: </strong>Your individual goal when reviewing a specified number
of conversations from a shared pool.</li>
</ul>
</li>
<li class="li">(Optional) Filter or sort the assignments.<ul class="ul" id="topic_qwc_pzp_jhc__ul_ndx_dfq_jhc">
<li class="li">To filter by reviewee, click <strong class="ph b">All reviewees</strong> (default). Other options are:
<strong class="ph b">All reviewers except me</strong> and individual users who are being reviewed.</li>
<li class="li">To filter by assignment task status, click <strong class="ph b">To do</strong> (default). Other options
are: <strong class="ph b">Draft</strong>, <strong class="ph b">Done</strong>, <strong class="ph b">Removed</strong>.</li>
<li class="li">To sort the list, click <strong class="ph b">Random</strong> (default). Other options are: <strong class="ph b">Newest</strong>,
<strong class="ph b">Oldest</strong>, <strong class="ph b">Recently updated</strong>, <strong class="ph b">Recently replied</strong>, <strong class="ph b">Most
replies</strong>, and <strong class="ph b">Least replies</strong>.</li>
</ul>
<p class="p">Filters and sorting selections are applied to the list immediately.</p>
</li>
<li class="li">(Optional) For an overview of the assignment task, click the information icon (<img class="image" id="topic_qwc_pzp_jhc__image_s3m_rfq_jhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_information_icon.png" width="22">) above the conversation list. This is also a
shortcut for editing an assignment. <p class="p"><img class="image img-screenshot" id="topic_qwc_pzp_jhc__image_myx_j4l_khc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043668470426_7.png" width="600"></p>
</li>
<li class="li"> Open a conversation, then click <strong class="ph b">Review</strong> or <strong class="ph b">Evaluate this review</strong> to start
grading the conversation or review. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418-Using-Zendesk-QA-as-a-reviewer#topic_ows_lv2_p2c" target="_blank">Grading conversations</a>.<p class="p"><img class="image img-screenshot" id="topic_qwc_pzp_jhc__image_ptq_rgj_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/reviewerqa_evaluate.png" width="250"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ywc_pzp_jhc">
<h2 class="title topictitle2" id="ariaid-title3">Replacing conversations in an assignment</h2>
<div class="body">
<p class="p" dir="ltr">If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770#topic_pgh_jdl_rgc" target="_blank">Allow replacing conversations setting</a> is enabled,
reviewers can replace the assigned conversation. The system will select another conversation
for the same reviewee from the filtered list.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Replacing a conversation may impact the goal for the current assignment cycle. If a
replacement is not found, reviewers are asked to either keep the conversation or remove
it, which reduces the goal by one.</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To replace a conversation</strong></p>
<ol class="ol" id="topic_ywc_pzp_jhc__ol_k2d_vqq_jhc">
<li class="li">
<a class="xref" href="#topic_qwc_pzp_jhc">Open the list of assignment
tasks</a>.</li>
<li class="li">Click an assignment conversation to open it.</li>
<li class="li">Click <strong class="ph b">Feedback</strong> on the navigation bar on the right side.</li>
<li class="li">Click the options menu (<img class="image" id="topic_ywc_pzp_jhc__image_wwf_xhh_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="22">) next to the review and select <strong class="ph b">Replace
conversation</strong>.<p class="p"><img class="image img-screenshot" id="topic_ywc_pzp_jhc__image_ktx_w5q_jhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reassign_conversation.png" width="300"></p>
</li>
<li class="li">Enter the reason for replacing or removing the conversation.</li>
<li class="li">Click <strong class="ph b">Replace</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_vgr_zxn_nhc">
<h2 class="title topictitle2" id="ariaid-title4">Reassigning conversations in an assignment</h2>
<div class="body">
<p class="p" dir="ltr">Reviewers can reassign conversations from other reviewers to themselves, but they
cannot reassign their own assigned conversations to other users. Workspace managers, leads,
and admins can also reassign conversations to other users.</p>
<p class="p" dir="ltr"><strong class="ph b">To reassign a conversation</strong></p>
<ol class="ol" id="topic_vgr_zxn_nhc__ol_lng_nyn_nhc">
<li class="li">
<a class="xref" href="#topic_qwc_pzp_jhc">Open the list of assignment
tasks</a>.</li>
<li class="li">Click an assignment conversation to open it.</li>
<li class="li">Click <strong class="ph b">Feedback</strong> on the navigation bar on the right side.</li>
<li class="li">Click the options menu (<img class="image" id="topic_vgr_zxn_nhc__image_mng_nyn_nhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="22">) next to the review and select one of the following
options:<ul class="ul" id="topic_vgr_zxn_nhc__ul_twj_pyn_nhc">
<li class="li" dir="ltr"><strong class="ph b">Reassign conversation to me</strong></li>
<li class="li" dir="ltr"><strong class="ph b">Reassign to other user</strong></li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_vgr_zxn_nhc__image_nng_nyn_nhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reassign_conversation.png" width="300"></p>
</li>
<li class="li">(Optional) If you're reassigning a conversation to another user, select a new reviewer
from the dropdown list. </li>
<li class="li">Click <strong class="ph b">Reassign</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_gsx_tyn_nhc">
<h2 class="title topictitle2" id="ariaid-title5">Removing conversations from an assignment</h2>
<div class="body">
<p class="p" dir="ltr">If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770#topic_pgh_jdl_rgc" target="_blank">replacing conversations setting</a> is turned on,
reviewers can remove a conversation from the pool. This option is available only to
workspace managers, leads, and admins.</p>
<div class="note note">
<span class="notetitle">Note:</span> Removing a conversation may impact the goal for the current assignment
cycle.</div>
<p class="p" dir="ltr"><strong class="ph b">To remove a conversation</strong></p>
<ol class="ol" id="topic_gsx_tyn_nhc__ol_erg_dzn_nhc">
<li class="li">
<a class="xref" href="#topic_qwc_pzp_jhc">Open the list of assignment
tasks</a>.</li>
<li class="li">Click an assignment conversation to open it.</li>
<li class="li">Click <strong class="ph b">Feedback</strong> on the navigation bar on the right side.</li>
<li class="li">Click the options menu (<img class="image" id="topic_gsx_tyn_nhc__image_frg_dzn_nhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="22">) next to the review and select <strong class="ph b">Remove
conversation</strong>.<p class="p"><img class="image img-screenshot" id="topic_gsx_tyn_nhc__image_hrg_dzn_nhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_reassign_conversation.png" width="300"></p>
</li>
<li class="li">Enter the reason for removing the conversation. </li>
<li class="li">Click <strong class="ph b">Remove</strong>.</li>
</ol>
</div>
</div>
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