Managing workspace general settings

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

Location: Zendesk QA > Dashboard > Users, bots, and workspaces

Admins, Account Managers, and (workspace) Managers can set up and edit the workspace name and its representative color.

They can also configure the following workspace general settings:

• Unbiased grading. When this option is selected, users with the Reviewer role cannot see reviews left by other reviewers in both the Activity and the Conversations view, including AutoQA.

  When this option is unselected, AutoQA is visible under Activity but not in the Conversations view.

• Self-reviews. When this option is selected, agents can review their own conversations to critically evaluate their responses. Reviewers, leads, and managers can also use assignments to perform self-reviews. Agents can see the AutoQA scores for their own tickets.

  AutoQA remains visible to reviewers in the Conversations view when submitting self-reviews, even if the Unbiased grading option is selected.

  When this option is unselected, AutoQA is not visible in the Conversations view.

• Default reviewee. Selecting a default reviewee ensures feedback is directed to the most appropriate agent:
  • Most active agent: The agent who sent the most replies in a conversation.
  • Assignee: The agent assigned to the conversation.

Additionally, Admins and Account Managers can delete all data related to this workspace, including workspace members and connections . This action cannot be undone. See Deleting a workspace in Zendesk QA.

To manage a workspace’s general settings

1. In Quality Assurance, click your profile icon in the top-right corner.
2. Select Users, bots, and workspaces.
3. Under Workspaces, click the name of the workspace you want to edit.
4. Click General.
5. Select your workspace settings.
6. Click Save changes.