- Welcome
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Getting started 2 min
- Main content
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Reviews and reporting 30 min
- Wrap up
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Course summary 4 min
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Share your feedback 5 min
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Congratulations 1 min
Zendesk QA: Reviews and reporting
Review conversations, apply filters, and use dashboards to track quality trends in Zendesk QA.
Start using Zendesk QA for day-to-day quality work. This course shows you how to review conversations, focus your efforts with filters and assignments, and use dashboards to spot performance trends and inform coaching decisions.
Learning objectives
By the end of this course, you will be able to:
- Conduct effective reviews on the tickets within Zendesk QA.
- Locate key tickets for review with conversation filters.
- Streamline the review process with Assignments.
- Analyze the data to spot trends and make data driven decisions.
Audience
This course is intended for administrators.
Prerequisites
Completion of Zendesk QA: Setup and configuration is recommended before starting this course. Access to Zendesk QA is helpful to follow along.