Autoscoring in Zendesk QA automatically evaluates customer interactions based on predefined categories. This ensures consistent quality and helps streamline the review process. Setting up autoscoring involves configuring these categories to align with your support goals, allowing for automated and objective assessment of interactions.
The BotQA dashboard is a powerful tool for understanding your AI agent's performance. It provides important metrics, such as how often your AI agent escalates issues and other performance indicators. By analyzing these metrics, you can gain…
Spotlight in Zendesk QA is designed to help you focus on meaningful conversations by applying insight filters. These filters allow you to sift through conversations and highlight those that are most relevant or require attention. This feature is…
The Sentiment filter in Zendesk QA identifies the sentiment and tone of both customers and agents. It allows you to filter conversations based on these sentiments, helping you to quickly identify interactions that may require special attention or…
The Conversation Insights view in Zendesk QA provides a detailed breakdown of your help desk data. This view allows you to focus on specific metrics and trends within your customer interactions, helping you to make informed decisions about your…
In Zendesk QA, the comment size and predicted CSAT drivers feature helps you understand the impact of comment length on customer satisfaction. By analyzing these drivers, you can identify patterns and correlations between the size of comments and…
Tracking review time in Zendesk QA is essential for understanding the efficiency of your review processes. This feature helps you monitor how long it takes to review interactions and identify any bottlenecks in your workflow. By optimizing review…
The AutoQA Dashboard in Zendesk QA provides insights into both automatically and manually reviewed conversations. It offers a comprehensive view of agent performance and interaction quality, helping you to identify trends and areas for improvement….
Voice QA in Zendesk QA allows you to analyze phone call recordings by providing transcripts and additional call details. This feature helps you evaluate the quality of voice interactions and ensure that your phone support meets customer…