Tracking review time in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">Admins, workspace managers, and leads can see the amount of time that was spent on a review. This helps you make sure the reviewer spent an appropriate amount of time reading the conversation and composing their feedback.</p>
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<p id="docs-ai-summary-content">Track review time to see how long you actively spend reading a conversation and writing feedback, including time in the browser extension. The timer starts when you open a conversation, pauses when you switch tabs, go idle, or change views, and stops when you submit the review. Admins, workspace managers, and leads can also use the Reviews dashboard to check average review time and monitor reviewer activity.</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">Admins, workspace managers, and leads can see the amount of time that was
spent on a review. This helps you make sure the reviewer spent an appropriate amount of time
reading the conversation and composing their feedback. </p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_yzd_ltb_4fc">
<li class="li" dir="ltr"><a class="xref" href="#topic_wsw_cly_ydc">Understanding review
time</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ows_lv2_p2c">Viewing review time in the Reviews
dashboard</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_zzd_ltb_4fc">
<li class="li" dir="ltr"><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_wsw_cly_ydc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding review time</h2>
<div class="body">
<p class="p">Review time is the active time a team member spends viewing a conversation in Zendesk QA
until the review is submitted. This includes time spent using the Zendesk QA <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747869210" target="_blank">browser extension</a>. After the review is submitted, the time spent
is shown with the feedback. </p>
<p class="p"><img class="image" id="topic_wsw_cly_ydc__image_ipw_vtb_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_review_time.png" width="400"></p>
<p class="p">Review time appears on reviews in the Conversation view, assignments list, and browser
extension.</p>
<div class="p">Review time is triggered and calculated as follows: <ul class="ul" id="topic_wsw_cly_ydc__ul_sng_nqr_jgc">
<li class="li">
<strong class="ph b">Tracking starts</strong>: The conversation is opened. </li>
<li class="li">
<strong class="ph b">Tracking pauses</strong>: The reviewer does one of the following: <ul class="ul" id="topic_wsw_cly_ydc__ul_ibf_4qr_jgc">
<li class="li">Clicks on another tab </li>
<li class="li">Is idle for longer than 30 seconds </li>
<li class="li">Closes the browser or tab </li>
<li class="li">Opens a new conversation </li>
<li class="li">Changes view inside Zendesk QA </li>
<li class="li">Closes their laptop </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Tracking resumes</strong>: One of the following occurs: <ul class="ul" id="topic_wsw_cly_ydc__ul_cpg_pqr_jgc">
<li class="li">Conversation is reopened </li>
<li class="li">Reviewer becomes active again after being idle for over 30 seconds </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Tracking stops</strong>: The review is submitted.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ows_lv2_p2c">
<h2 class="title topictitle2" id="ariaid-title3">Viewing review time in the dashboard</h2>
<div class="body">
<p class="p" dir="ltr">You can view the average review time in the Reviews dashboard, which provides
insights into how long reviewers spend actively assessing conversations. </p>
<p class="p"><strong class="ph b" id="topic_ows_lv2_p2c__docs-internal-guid-40a05356-7fff-9df9-58bd-38d34867494a">To view the Reviews
dashboard</strong></p>
<ul class="ul" id="topic_ows_lv2_p2c__ul_ww4_tqr_jgc">
<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_ows_lv2_p2c__d8e37" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboard_icon.png" width="22">
<strong class="ph b">Dashboards</strong> in the sidebar, then select <strong class="ph b">Reviews</strong>.</span></li>
</ul>
<p class="p"><img class="image" id="topic_ows_lv2_p2c__image_bj5_bgc_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_review_time_dashboard.png" width="800"></p>
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