Tracking review time in Zendesk QA

Location: Zendesk QA > Conversations

Admins, account managers, 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.
This article contains the following topics:

Understanding review
time
Viewing review time in the Reviews
dashboard

Related articles

Using Zendesk QA as a reviewer



Understanding review time

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 browser extension. After the review is submitted, the time spent
is shown with the feedback.

Review time appears on reviews in the Conversation view, assignments list, and browser
extension.
Review time is triggered and calculated as follows:

Tracking starts: The conversation is opened.

Tracking pauses: The reviewer does one of the following:
Clicks on another tab
Is idle for longer than 30 seconds
Closes the browser or tab
Opens a new conversation
Changes view inside Zendesk QA
Closes their laptop



Tracking resumes: One of the following occurs:
Conversation is reopened
Reviewer becomes active again after being idle for over 30 seconds



Tracking stops: The review is submitted.





Viewing review time in the dashboard

You can view the average review time in the Reviews dashboard, which provides
insights into how long reviewers spend actively assessing conversations.
To view the Reviews
dashboard

In Quality assurance, click Dashboards
in the sidebar, then select Reviews.