Creating manual custom rating categories

In addition to thestandard Zendesk Quality Assurance system categories,exact text-match custom rating categories, andAI prompt based categories, you can also create manual custom rating categories tailored to your organization's needs.

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

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Create manual custom rating categories to tailor your quality assurance process to your organization's needs. These categories are scored by human reviewers, allowing for personalized evaluation criteria. Admins and account managers can set up these categories, which can then be added to scorecards for use. This feature enhances the flexibility and specificity of your quality assurance evaluations.

Location: Zendesk QA > Settings > Scorecards

In addition to the standard Zendesk Quality Assurance system categories, exact text-match custom rating categories, and AI prompt based categories , you can also create manual custom rating categories tailored to your organization's needs.

Manual categories are scored by human reviewers.

Admins and account managers can create new manual custom rating categories.

To create a manual custom category

1. In Quality assurance, click your profile icon in the top-right corner.
2. Click Settings ().
3. In the sidebar under Account, click Scorecards.
4. Click Create at the top and select Manual category.

   

5. Enter a Category name and Description for reviewers (optional).

   This is displayed when hovering over a category name while rating a conversation.

6. Click Create category.
7. After creating it, you must add the category to your scorecards to start using it.