Using the conversations Insights view

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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">The Conversations Insights view offers interactive charts to help you focus your quality assurance efforts. Access two main charts to analyze help desk activity by time period, review status, language, and more. Use filters to customize data views and identify performance trends. Click on chart areas to explore data, and view related conversations for review. Both charts are interconnected for comprehensive analysis.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Conversations &gt; Insights</div>
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<div class="note warning">
<span class="warningtitle">Warning:</span> Zendesk QA conversations Insights view will be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10049464191258" target="_blank">removed on January 30, 2026</a>.</div>
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<p class="p" dir="ltr">The Insights view provides a visual representation of your help desk data. Use the
interactive charts to identify where to focus your QA efforts, uncover blind spots, and find
the right agents to review based on their performance.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_zjp_v1h_4fc">
<li class="li" dir="ltr"><a class="xref" href="#topic_dhy_b2h_4fc">Accessing the Insights
view</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_s5d_vdh_4fc">Interacting with the Insights
charts</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dhy_b2h_4fc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Insights view</h2>
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<p class="p" dir="ltr">The Insights view for conversations provides two main charts that offer an
overview of your help desk activity over different time periods (last 30 days, last month,
last seven days, or last week).</p>
<p class="p" dir="ltr"><strong class="ph b">To access the Insights view</strong></p>
<ol class="ol" id="topic_dhy_b2h_4fc__ol_fhy_b2h_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 <img class="image" id="topic_dhy_b2h_4fc__d8e2355" 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" dir="ltr"><span class="ph">(Optional) Click the sidebar icon (<img class="image" height="28" id="topic_dhy_b2h_4fc__d8e2385" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendeskqa_toggle_icon.png" width="30">) to display the side menu.</span></li>
<li class="li">Select a time period from the tabs at the top. The default is the last 30 days.</li>
<li class="li">Select or deselect the filters to customize what is displayed in the charts. </li>
<li class="li">(Optional) Click and drag each filter box to change its
position in the list.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_s5d_vdh_4fc">
<h2 class="title topictitle2" id="ariaid-title3">Interacting with the Insights charts</h2>
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<p class="p" dir="ltr">The Insights view displays two interconnected charts: the Conversations and the
Agents chart. </p>
<p class="p"><img class="image" id="topic_s5d_vdh_4fc__image_t5d_vdh_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_insights_conversations.png" width="800"></p>
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<div class="note note">
<span class="notetitle">Note:</span> The Insights page does not support conversations imported via the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747869210" target="_blank">Zendesk QA Browser Extension</a>.</div>
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<p class="p" dir="ltr"><strong class="ph b">Conversations chart</strong>: Breaks down your help desk conversations by the
following filters:</p>
<ul class="ul" id="topic_s5d_vdh_4fc__ul_u5d_vdh_4fc">
<li class="li" dir="ltr">Review status (reviewed or not reviewed conversation)</li>
<li class="li" dir="ltr">Language</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450" target="_blank">Connection</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">Channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846011546" target="_blank">CSAT</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc__outliers" target="_blank">Outliers</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc__sentiment" target="_blank">Sentiment</a></li>
</ul>
<p class="p" dir="ltr">Click any filter area to view and review those conversations.</p>
<p class="p" dir="ltr"><strong class="ph b">Agents chart</strong>: Breaks down which support agents replied to different types
of conversations. This chart also includes filter layers displaying these agent performance
metrics:</p>
<ul class="ul" id="topic_s5d_vdh_4fc__ul_bnr_d2h_4fc">
<li class="li" dir="ltr">Volume</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846011546" target="_blank">CSAT</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc__sentiment" target="_blank">Sentiment</a></li>
<li class="li" dir="ltr">Review status (reviewed or not reviewed conversation)</li>
</ul>
<p class="p" dir="ltr">Click any low-performing agent to view their conversations.</p>
<p class="p" dir="ltr">The charts are divided into multiple filter layers, all selected by default, so
the initial chart displays data for all filters. You can deselect any filters you don’t need
and select only those you want to see—such as channels or specific languages—to view data
for those layers only.</p>
<p class="p" dir="ltr">Read the chart from the center outward, with each concentric circle representing
a deeper level of detail.</p>
<p class="p" dir="ltr">Hover over each ring layer in the chart to access an overview of the data. Click
any filter layer to explore the data further. Your selections will be displayed above the
charts.</p>
<p class="p" dir="ltr">You can also rearrange the order of the rings by clicking and holding each filter
box, then dragging it up or down in the list. This lets you change your perspective and zoom
into the data attributes that matter most to you.</p>
<p class="p" dir="ltr">For example, if you’re looking for English conversations to review, move the
review status and language filters to the top of the list, then click into the Non-reviewed
and English sections.</p>
<p class="p" dir="ltr">Once you’ve made a selection, the corresponding conversations appear on the right
side of the page for consultation or review.</p>
<p class="p" dir="ltr">Because both charts are interconnected, any selections you make on one chart will
update the other and refresh your conversations list.</p>
<p class="p" dir="ltr">To reset the charts and undo any zoomed-in layers, check the middle section of
each chart.</p>
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