Product update

If your team reviews conversations in Zendesk QA, you can now put those quality scores on a Geckoboard dashboard. Our new Zendesk QA integration covers manual reviews, AutoQA and category ratings.

Quality scores. Track your Internal Quality Score (IQS) and pass rate over time, and see which agents are scoring highest in their reviews.

Reviews. Track reviews, conversations reviewed, agents reviewed, failed reviews and review time. See who’s giving the most reviews and keep a live list of the latest reviews and their scores.

AutoQA. Track your Auto Quality Score (AQS) and how many conversations AutoQA has reviewed. Break them down by channel, language or whether a bot handled the conversation.

Category scores. See which scorecard categories your agents score lowest in, for both manual reviews and AutoQA, so you know where to focus coaching.

Build a leaderboard of your top-scoring agents, chart IQS by day, and set up Slack or MS Teams alerts for when your pass rate drops.

Available now. Select Zendesk QA from the list of data sources in Geckoboard and connect your account.