Understanding Connected Users in Zendesk QA
How do connected users function in Zendesk QA?
Connected users in Zendesk QA allow you to review their conversations without their knowledge. This means agents won't know their interactions are being monitored.
As a connected user, you can see and review conversations, but the agents themselves do not have access to Zendesk QA. This setup is useful for discreetly monitoring performance and ensuring quality without influencing agent behavior.
More related questions
What is the difference between connected and invited users in Zendesk QA?
Connected users are those whose conversations you can review in Zendesk QA without them knowing. Invited users, on the other hand, have access to Zendesk QA, allowing them to see feedback, respond to comments, and view their performance. Connected…
What capabilities do invited users have in Zendesk QA?
Invited users in Zendesk QA have the ability to see feedback, respond to comments, and view their performance metrics. They are actively involved in the feedback process. These users can access Zendesk QA, which allows them to engage with the…
Do connected and invited users affect my Zendesk subscription?
Yes, both connected and invited users will take up seats in your Zendesk account subscription. Regardless of whether a user is connected or invited, they will occupy a seat in your subscription plan. This is important to consider when managing your…
Can agents perform self-reviews in Zendesk QA?
Agents can perform self-reviews in Zendesk QA if they are invited users and if your settings allow it. Self-reviews are a feature available to invited users, enabling them to assess their own performance. This can be a valuable tool for personal…
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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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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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