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 as daily, weekly, bi-weekly, or monthly. Additionally, you can select a custom start date, time, and time zone. For monthly assignments, you have the option to start on the same day every month or on specific dates, like the first day of the month or every fourth Thursday.
Once you've set these parameters, you can proceed to choose your reviewers and reviewees, set conditions for the conversations to be reviewed, and define your review goals. Make sure to double-check all the details before clicking 'Create assignment'. For more detailed instructions, you can refer to theoriginal help documentation.
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…
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…
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…
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…
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…
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…
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…