Using 'Category Scores Over Time' on Zendesk
How can I use the 'Category scores over time' card effectively?
The 'Category scores over time' card displays the evolution of quality ratings by categories over weeks. It helps you track category development, identify specific dates when a category dipped or improved, and filter data for individual agents to assess their performance.
More related questions
How do I access the Zendesk QA Reviews dashboard?
To access the Zendesk QA Reviews dashboard, simply click the toggle sidebar icon, then select Dashboards > Reviews. This will open the Reviews dashboard, displaying your quality indicators in cards. You can also access additional detailed quality…
What are the main quality indicators on the Zendesk Reviews dashboard?
The main quality indicators on the Zendesk Reviews dashboard are displayed in cards and include metrics such as Internal Quality Score (IQS), number of reviews, pass rate, reviewed conversations, average review time, reviewed agents, disputed…
How can I expand quality indicator cards on the Reviews dashboard?
To expand quality indicator cards on the Reviews dashboard, select a card from your dashboard, click the options menu, and then select View > Expanded. This will open a detailed view of the card, providing more in-depth information about the…
What additional detailed quality indicators are available on the Reviews dashboard?
The Reviews dashboard offers additional detailed quality indicators such as quality scores over time, category scores over time, average category scores, category group performance, reviewer and reviewee performance, category insights, and scores…
How can I download data from the Zendesk Reviews dashboard?
To download data from the Zendesk Reviews dashboard, click the opens menu icon, select Download, choose either CSV or PDF in the Format field, and then click Download. This allows you to save the dashboard data for offline analysis or reporting.
What is the purpose of the 'Quality scores over time' card?
The 'Quality scores over time' card helps you understand the evolution of your quality scores on a weekly basis. It allows you to view the number of reviews created, assess trend reliability, and identify any outliers that may require calibration…
What insights can I gain from the 'Reviewer and Reviewee performance' cards?
The 'Reviewer and Reviewee performance' cards provide a full overview of all Zendesk QA users and their individual KPIs. These cards help you understand the number of reviews each user receives, compare scores among peers, and identify who is…
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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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