Setting a Threshold in Zendesk - Frequently asked questions
Discover answers to common questions about setting thresholds in Zendesk. Learn how to configure, adjust, and optimize thresholds for better performance.
Frequently asked questions
How do I set a threshold in Zendesk QA?
Setting a threshold in Zendesk QA is a straightforward process. It allows you to determine the color coding on your dashboard, which reflects the performance score of your team or agents. To set the threshold, navigate to **Settings > Users and…
What do the dashboard colors mean in Zendesk QA?
The dashboard colors in Zendesk QA indicate whether the performance score of your team or agents is good, bad, or in-between. This color coding is based on the threshold you set. For instance, if your internal KPI for QA is 80%, setting the…
Why do I see different colors in the Score and Pass/Fail columns?
In Zendesk QA, you might notice different colors between the Score column and the Pass and Fail components. This is because they use different criteria for color coding. The Score column uses the threshold you set, while the Pass and Fail…
Who can set a threshold in Zendesk QA?
In Zendesk QA, only certain roles have the ability to set a threshold. These roles include Admins, Account Managers, and Workspace Managers. These individuals can access the settings to adjust the threshold, which in turn affects the color coding…
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