Using the Conversations view

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<p id="docs-hc-snippet" style="display: none;">In Zendesk Quality assurance (QA), the Conversations view is the primary area where agents access the conversations they have worked on, and where admins, managers, and reviewers evaluate them.</p>
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<p id="docs-ai-summary-content">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.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Conversations</div>
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<p class="p" dir="ltr">In Zendesk Quality assurance (QA), the Conversations view is the primary area where
agents access the conversations they have worked on, and where admins, managers, and
reviewers evaluate them.</p>
<p class="p" dir="ltr">Reviewers can leave scores and provide feedback to agents, helping improve customer
support quality and overall agent performance.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_hsq_2vg_4fc">
<li class="li" dir="ltr"><a class="xref" href="#topic_ob1_rmk_fjc">Accessing and viewing
conversations</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_cch_4xk_32c">Reviewing conversations and
messages</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ezh_syk_32c">Translating
conversations</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_fw3_bbl_32c">Starring conversations</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lfx_tgb_4fc">Adding a conversation to a
calibration session</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_sfh_vyg_4fc">Pinning conversations</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_xtk_hvg_4fc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418" target="_blank">Using Zendesk QA as a reviewer</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ob1_rmk_fjc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing and viewing conversations</h2>
<div class="body">
<p class="p">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.</p>
<p class="p" dir="ltr"><strong class="ph b">To access and view conversations</strong></p>
<ol class="ol" id="topic_ob1_rmk_fjc__ol_zxt_knk_fjc">
<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_ob1_rmk_fjc__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">(Optional) Use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418#topic_ixl_dzy_ydc" target="_blank">filters</a> to select the conversation you want to
review.<p class="p" dir="ltr">The sidebar on the left displays a filters section that helps you
quickly find the conversations you’re looking for.</p>
<p class="p" dir="ltr">As a reviewer,
filtering conversations allows you to identify the right interactions to review.</p>
<p class="p" dir="ltr">You can create public or private filters based on any conversation attribute
and condition, then save those filters for future use.</p>
<p class="p" dir="ltr">Commonly used
filter conditions include:</p>
<ul class="ul" id="topic_ob1_rmk_fjc__ul_xk4_nnk_fjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Reply count is greater than or less than X</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Assignee is X</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Satisfaction score is X</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Created date is X</p>
</li>
</ul>
<p class="p" dir="ltr">To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114" target="_blank"><u class="ph u">Understanding conversation filter types in Zendesk
QA</u></a>.</p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> <strong class="ph b">Tip: </strong>You can search for specific ticket IDs in Zendesk QA
by using the search box located at the bottom of the conversations list.</div>
</div>
</li>
<li class="li">(Optional) Click the <strong class="ph b">Sort by</strong> menu (<img class="image" id="topic_ob1_rmk_fjc__image_fxc_j4k_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_sorting_icon.png" width="22">) then select an option for how you want
conversations to be displayed and whose assigned conversations you want to see.<p class="p"><img class="image" id="topic_ob1_rmk_fjc__image_xmq_q4k_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_conversations_sorting.png" width="550"></p>
<p class="p" dir="ltr">You can sort your list of
conversations using several options, including:</p>
<ul class="ul" id="topic_ob1_rmk_fjc__ul_id1_s4k_fjc">
<li class="li" dir="ltr">Newest</li>
<li class="li" dir="ltr">Oldest</li>
<li class="li" dir="ltr">Recently updated</li>
<li class="li" dir="ltr">Recently replied</li>
<li class="li" dir="ltr">Most replies</li>
<li class="li" dir="ltr">Least replies</li>
<li class="li" dir="ltr">Random</li>
</ul>
</li>
<li class="li">(Optional) Click<strong class="ph b"> All users </strong>to select the conversation’s assignees.</li>
<li class="li">Click the conversation you want to view to open it.</li>
<li class="li">(Optional) Click the <strong class="ph b">Feedback</strong> icon (<img class="image" height="19" id="topic_ob1_rmk_fjc__image_etb_jqk_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_feedback.png" width="19">) to open the Feedback panel. The
Feedback panel displays the conversation’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074" target="_blank">spotlight insight tags</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">automatic scoring</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760048922-Disputing-a-review" target="_blank">disputes</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#creating_custom_autoqa_categories" target="_blank">reviews</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">surveys</a>.<p class="p" dir="ltr">If you’ve enabled the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">AutoQA Deep evaluation and validation (EAP)</a>, you
can view the <strong class="ph b">Deep evaluation and validation</strong> section at the bottom of feedback for
any Spotlight or AutoQA category to understand why the conversation was flagged or
scored that way. </p>
<p class="p"><img class="image" id="topic_ob1_rmk_fjc__image_rpd_wc5_3kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_deep_evaluation.png" width="800"></p>
<p class="p">If a prompt-based category produces over
95% <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">N/A (Not applicable) results</a> for 7 consecutive
days, it’s automatically <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_ezh_syk_32c" target="_blank">marked as inactive</a> and displays an attention
icon (<img class="image" id="topic_ob1_rmk_fjc__image_cwx_1qk_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_prompt_attention.png" width="22">). </p>
<p class="p"><img class="image" id="topic_ob1_rmk_fjc__image_dwx_1qk_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_conversations_inactive_prompts.png" width="250"></p>
<p class="p" dir="ltr">In that case, an admin can click
<strong class="ph b">Edit</strong> and update this prompt to gather relevant insights before <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_wvk_pmf_q2c" target="_blank">marking it active</a> again.</p>
</li>
<li class="li">(Optional) Click the <strong class="ph b">Info</strong> icon (<img class="image" height="26" id="topic_ob1_rmk_fjc__image_rmp_5qk_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_information_icon.png" width="23">) to access additional information. <p class="p" dir="ltr">When available, the Info panel provides additional ticket metadata, including
the conversation description, a list of participants, the conversation first response
time (FRT), time to first resolution (TTFR), assignee name, ticket ID, customer email,
ticket status, help desk brand, ticket channel, priority, group, ticket form, ticket
intent and intent confidence, language, applied QA insights, sentiment, and ticket
tags.</p>
<p class="p" dir="ltr">Admins can also use the <strong class="ph b">Delete conversation</strong> link to
permanently delete the conversation from Zendesk QA. This deletes all related
conversation data from Zendesk QA, including surveys, transcriptions, reviews, and
dashboard data. If the conversation belongs to multiple workspaces, it’s deleted from
all workspaces. You can still access the conversation in Zendesk Support.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cch_4xk_32c">
<h2 class="title topictitle2" id="ariaid-title3">Reviewing conversations and messages</h2>
<div class="body">
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">Once you’ve read the conversation, assign scores for each category.</p>
<p class="p" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418#topic_qf3_h32_3fc" target="_blank">Grading conversations</a>.</p>
<p class="p"><img class="image" id="topic_cch_4xk_32c__image_b2x_1yg_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_review_conversation.png" width="800"></p>
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418#topic_dvc_xh2_3fc" target="_blank">Leaving comments</a> is encouraged. You can expand the
comment box to write more, and use hashtags or mentions to involve others in the
conversation.</p>
<p class="p" dir="ltr">After adding scores and comments, submit your review. A score out of 100% will be
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786" target="_blank">calculated</a> based on the weights you’ve assigned to your
categories.</p>
<p class="p" dir="ltr">Reviewed agents receive a notification prompting them to consult the feedback in
their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794" target="_blank">Received Reviews view</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ezh_syk_32c">
<h2 class="title topictitle2" id="ariaid-title4">Translating conversations</h2>
<div class="body">
<p class="p" dir="ltr">You can translate conversations from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#01J2KMA3YJ45DGA1GEZZVHEWQ9" target="_blank">supported languages</a> into your preferred language, as
defined in your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884044058" target="_blank">agent settings</a>, by clicking the globe icon. You can
toggle between viewing the end user’s original messages and the translated versions.</p>
<img class="image" id="topic_ezh_syk_32c__image_xpl_jyg_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_translate.png" width="600">
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fw3_bbl_32c">
<h2 class="title topictitle2" id="ariaid-title5">Starring conversations</h2>
<div class="body">
<p class="p" dir="ltr">Save a conversation for later by using the star button. Starred conversations can
be found under the Starred conversation filter.</p>
<p class="p"><img class="image" id="topic_fw3_bbl_32c__image_dfp_pyg_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_starred_conversations.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_lfx_tgb_4fc">
<h2 class="title topictitle2" id="ariaid-title6">Adding a conversation to a calibration session</h2>
<div class="body">
<p class="p" dir="ltr">When you find a conversation to include in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724530842" target="_blank">Calibration</a> session, use the Add to/remove from calibration
session button at the top.</p>
<img class="image" id="topic_lfx_tgb_4fc__image_mnq_tyg_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043661945370_8.png" width="400">
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_sfh_vyg_4fc">
<h2 class="title topictitle2" id="ariaid-title7">Pinning conversations</h2>
<div class="body">
<p class="p" dir="ltr">If there’s an interesting or important conversation you'd like to
emphasize, or if there’s something that requires coaching, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759543194" target="_blank">pin</a> it to a coaching session and assign it to a specific user.</p>
<img class="image" id="topic_sfh_vyg_4fc__image_tck_xyg_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043661945370_9.png" width="400">
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