Using the Conversations view

In the Conversations view, you can access and manage customer interactions, filter and sort conversations, and review messages. Use features like starring, pinning, and adding conversations to calibration sessions for better organization. Translate messages to your preferred language and provide feedback to improve support quality. This view helps streamline your workflow and enhance customer service performance.




Location: Zendesk QA > Conversations

In Zendesk Quality assurance (QA), the Conversations view is the primary area where
agents can access the conversations they have worked on, and where admins, managers, and
reviewers can evaluate them.
Reviewers can leave scores and provide feedback to agents, helping improve customer
support quality and overall agent performance.
This article contains the following topics:

Accessing the Conversations
view
Filtering
conversations
Sorting you Conversations
view
Reviewing conversations and
messages
Translating
conversations
Starring conversations
Adding a conversation to a
calibration session
Pinning conversations

Related articles

Using Zendesk QA as a reviewer



Accessing the Conversations view

The Conversations view provides a centralized location to access and manage all relevant
customer interactions. It includes powerful filtering options that allow you to quickly
narrow down conversations based on criteria such as date, agent, status, or custom tags.
This makes it easy to find specific conversations for review, feedback, or further
analysis.
To access the Conversations view

In Quality assurance, click Conversations
in the sidebar.




Filtering conversations

The sidebar on the left displays a filters section that helps you quickly find
the conversations you’re looking for.
As a reviewer, filtering conversations allows you to identify the right
interactions to review.
You can create public or private filters based on any conversation attribute and
condition, then save those filters for future use.
Commonly used filter conditions include:

Reply count is greater than or less than X
Assignee is X
Satisfaction score is X
Created date is X

To learn more, see Understanding conversation filter types in Zendesk QA.



Sorting your Conversations view

Select how you want conversations to be displayed and whose assigned
conversations you want to see.
You can sort your list of conversations using several options, including:

Newest
Oldest
Recently updated
Recently replied
Most replies
Least replies
Random

To sort the Conversations view

In Quality assurance, click Conversations
in the sidebar.
Use the filters to select the conversation you want to
review.
Click the Sort by menu ( ) then select an option.
(Optional) Click All users to select the conversation’s assignees.




Tip: You can search for specific ticket IDs in Zendesk QA by
using the search box located at the bottom of the conversations list.




Reviewing conversations and messages

To review a conversation, select it from the list on the left, then click the
Review button to enter review mode and view your scorecard.
Once you’ve read the conversation, assign scores for each category.
You can review the entire conversation or click a specific message to focus on
that message and the corresponding agent. This is especially useful when multiple agents
have replied to the customer and you want to review only one agent’s contribution. See Grading conversations.

The Feedback panel provides additional context, including outliers, survey results, reviews, and disputes related to the conversation.
Leaving comments is encouraged. You can expand the
comment box to write more, and use hashtags or mentions to involve others in the
conversation.
After adding scores and comments, submit your review. A score out of 100% will be
calculated based on the weights you’ve assigned to your
categories.
Reviewed agents receive a notification prompting them to consult the feedback in
their Received Reviews view.



Translating conversations

You can translate conversations from supported languages into your preferred language, as
defined in your agent settings, by clicking the globe icon. You can
toggle between viewing the end user’s original messages and the translated versions.




Starring conversations

Save a conversation for later by using the star button. Starred conversations can
be found under the Starred conversation filter.




Adding a conversation to a calibration session

When you find a conversation to include in a Calibration session, use the Add to/remove from calibration
session button at the top.




Pinning conversations

If there’s an interesting or important conversation you'd like to
emphasize, or if there’s something that requires coaching, you can pin it to a coaching session and assign it to a specific user.