Choosing Reviewers and Reviewees in Zendesk QA
What are the options for choosing reviewers and reviewees in Zendesk QA?
When setting up assignments in Zendesk QA, you have several options for choosing reviewers and reviewees. Reviewees can be selected based on their activity, such as the most active agent, a participant who left a public reply or internal note, or the assignee of a help desk ticket.
These options allow you to tailor the review process to your team's specific needs, ensuring that the right conversations are being reviewed by the appropriate team members. This flexibility helps in maintaining a thorough and efficient quality assurance process.
More related questions
How do I add an assignment in Zendesk QA?
To add an assignment in Zendesk QA, navigate to Settings > Users and Workspaces, choose your workspace, and click 'Add assignment' under Assignments. You will need to enter a name for your assignment and choose its cycle repetition settings, such…
Who can set up assignments in Zendesk QA?
In Zendesk QA, assignments can be set up by admins, account managers, workspace managers, and leads. These roles have the necessary permissions to manage and review customer support interactions effectively. If you hold one of these roles, you can…
How can I set conditions for assignments in Zendesk QA?
In Zendesk QA, you can set conditions to assign the right kind of conversations for reviewing. For example, you might choose to review conversations with more than three replies from the previous 30 days. These conditions help ensure that the most…
What are the goals you can set for assignments in Zendesk QA?
In Zendesk QA, you can set various goals for your assignments to align with your quality assurance process. You can choose whether reviewers select their own conversations or have them assigned from a pre-set list. Additionally, you can decide if…
How do I turn a conversation view filter into an assignment in Zendesk QA?
To turn a conversation view filter into an assignment in Zendesk QA, you can set up a Conversation view filter and then click 'Turn into assignment'. This feature allows you to quickly create assignments based on existing filters, streamlining the…
How can I manage assignments in Zendesk QA?
Managing assignments in Zendesk QA is straightforward. The list of assignments is displayed under Tasks and in the Browser Extension. You can see how much time is left to finish the assignment, the total goal, and your personal goal for shared…
How do I replace, reassign, or remove conversations in Zendesk QA assignments?
In Zendesk QA, you can manage conversations within an assignment by reassigning them to other users, replacing them with another conversation that matches the filters, or removing them from the pool. This flexibility allows you to ensure that the…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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