Overview - Zendesk QA

Contents

1. Description
2. Tasks

 

1. Description

Follow this procedure to review quality results, coaching and submit reviews in Zendesk QA. 

Glossary

Term	Description
Ticket	Interaction
Scorecard	Evaluation form
Review	Evaluation
Reviewer	Evaluator
Workspace	Line of Business
IQS	QA score
Category	Parameter/Question
Category Group	Sub-sections of the scorecard
Root Cause	Drill-down on reason for score
Pass Rate	% evaluations on/above target

2. Tasks

1. Access Levels and navigation

2. Dashboard tab

3. Conversations tab
4. Tasks tab
5. Activity tab
6. Coaching tab
 

1. Access Levels and navigation

Access levels will determine what options are available and what actions can be completed.

Role	Description
Reviewer (QA/Team Leader)	Can view all reviews in their designated workspace but cannot edit workspace settings Can perform reviews within their workspace Can plan, conduct and review their own coaching sessions
Agent	Can view reviews and comments submitted on their tickets Can view their own Customer satisfaction (CSAT) ratings Dashboard provides personalised results

To access Zendesk QA, use the menu at the top right-hand corner of your Zendesk screen and select 'Quality assurance'. This will launch Zendesk QA in a separate browser tab.

From the Zendesk QA landing page, follow these tabs to navigate to the required section (top to bottom):

Tab	Description
Dashboard	Provides visual insights into QA performance, including reviews, and survey results Agents have a personalised view. Reviewers can view all results within their designated workspace and filter by agent, group or scorecard.
Conversations	Users can view, filter and review interactions based on set criteria and categories. Agents can view their own interactions. Reviewers have visibility of all interactions within their designated workspace.
Tasks	View and track all assigned tasks. No Agent accesses. Reviewers can view, manage and complete assigned reviews.
Activity	Personalised view of feedback and reviews. Agents can view feedback received such as reviews and CSAT ratings. Reviewers can view any feedback they have provided for others.
Coaching	Track upcoming and completed coaching sessions. Agents have a personalized view to track their own improvement. Reviewers can plan and conduct coaching sessions, with a view of agent performance.

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2. Dashboard tab

Click the blue icon (circled) to pop open the tab menu. You can also navigate to another workspace by simply clicking the name of the current workspace.

Reviews: Overview of performance which can be filtered by workspace, reviewer/reviewee, group or scorecard.

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3. Conversations tab

Click the blue icon (circled) to pop open the tab menu. You can also navigate to another workspace by simply clicking the name of the current workspace.

Public/Private filters: Utilise different filters to search for interactions.

On the top right-hand corner of the screen, click 'Review' to submit an evaluation (note these do not count towards assignments).

Beside the 'Review' button are useful options (highlighted, from left to right):

Add/remove for calibration

Pin for coaching session

Starred for future reference

NA

Copy link to share

Open ticket in Zendesk

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4. Tasks tab

This tab is used by reviewers to manage their assignments. 

Reviewers can track their performance against completion target and the time left to complete assignments.

Reviews can be completed from this tab and count towards the target. 

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5. Activity tab

View reviews, comments and CSAT feedback.

Note: For agents, this tab will be refreshed every month. If more info is needed, visit 'Dashboard' and download data.

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6. Coaching tab

Create, manage and view coaching sessions. Filter by date or agent. View 'Pins' for any pinned tickets.

Role	Description
Reviewer (QA/Team Leader)	Can document coaching sessions, discussions, track action plans and monitor agent's performance improvements.
Agent	Can view their own coaching sessions and track progress against discussions and action items.

Clicking '+ Session' will present the below pop-up to begin creating a new coaching session.

End of procedure

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