Comparing Agent Performance in Zendesk QA
Find out how to use Zendesk QA's Dashboard to compare agent performance across different workspaces and categories.
How can I compare agent performance across workspaces in Zendesk QA?
In Zendesk QA, you can compare agent performance across workspaces using the Dashboard indicator cards. These cards allow you to evaluate performance in the same categories across different workspaces, which is especially useful for teams in various locations. You can also view all individual agents' Quality Scores in a single table for a comprehensive performance overview.
More related questions
How do I navigate to the Dashboard in Zendesk QA?
To compare reviews across workspaces in Zendesk QA, you need to start by navigating to the Dashboard view. Simply log in to your account, click the Dashboard icon in the sidebar toolbar, and then select 'Reviews'. This will take you to the…
How can I select workspaces to compare in Zendesk QA?
In the Dashboard view of Zendesk QA, you can select the workspaces you want to compare by using the Workspace filter. Simply locate the filter, select one or more workspaces from the list, and click away to close the dropdown. This allows you to…
What is the Internal Quality Score (IQS) in Zendesk QA?
The Internal Quality Score (IQS) in Zendesk QA is an average of all the reviews across your selected workspaces or users. It provides a snapshot of performance by showing the average IQS across workspaces. Note that the average IQS may not match…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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