How to connect Zendesk QA (Klaus)

QA integrations are available on our Pro and Enterprise tier. If you are interested in utilizing this integration but need a different tier, please reach out to support@assembledhq.com.

This guide will help you get connected to the Zendesk QA, formerly known as Klaus. Agents’ QA scores will appear on their scorecard from Zendesk QA.

Requirements

In Zendesk QA, you will need to setup a custom integration. Information on how to set this up is in this article. You will need to be an Admin or an Account manager in Zendesk QA to setup the connection. You’ll need the generated Account ID and the API token to connect with Assembled.

Connecting to Assembled

• Navigate to Settings > Integrations > Integration directory
• Look for the Klaus logo, and click “Add”

• Enter the Account ID and API token that you retrieved in the earlier step.
• Click “Connect with Klaus”
• Once done, you should be redirected back to Settings > Teamwide Integrations and you should see the word Sync in progress, ultimately changing to Synced once we complete the backfill.

Using Zendesk QA

• Once you see the Synced indicator, it means that we’ve completed the backfill of your data, and all the Zendesk QA metrics are now in Assembled.

• Navigate to the Agent Scorecard via Reports > Agent Scorecard, and you should now see a chart with your QA data.

  

FAQ

• We look at the created date that you see on Zendesk QA when generating your reports
  • We do not look at reviewTime when parsing the results, so do keep that in mind when checking if your data sources are valid.

Troubleshooting

• If you find any inconsistencies with your data, please reach out to support@assembledhq.com