Understanding autoscoring categories

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

Quick Look: Zendesk QA > Settings > Scorecards

Autoscoring supports your manual review efforts by automatically evaluating and scoring customer interactions for 100% of your ticket volume based on predefined categories. This ensures consistent quality assessments, reduces subjectivity, and saves reviewers time, allowing them to focus on categories that need more attention.

This article contains the following topics:

• Overview of autoscorig (video)
• About autoscoring categories
• Viewing autoscoring in conversations

Related articles

• Viewing and managing rating categories for scorecards
• Changing an agent’s autoscore

Overview of autoscoring (video)

In addition to the details in this article, this video provides a helpful visual overview of autoscoring.

About autoscoring categories

Autoscoring categories are indicated by a hologram icon (). To use Automatic scoring with AutoQA, you must first activate this feature in your account settings. Additionally, categories must be marked as active and assigned to at least one worskpace and one active scorecard to automatically evaluate and score those agents.

Zendesk QA includes several system categories that are automatically scored when active. Text-based interactions (chats and emails) are reviewed by AutoQA separately from voice calls.

Admins can customize some of these categories and create new custom autoscoring categories.

The languages supported for each category depend on whether LLM-based AutoQA is activated in the Account settings.

The following system categories receive automatic scoring in Zendesk QA:

• Greeting
• Empathy
• Spelling and grammar
• Closing
• Solution offered
• Tone
• Readability
• Comprehension

Category	Description	Score	Languages/OpenAI-enabled	Languages/OpenAI-disabled
Greeting	Answers the question “Did the agent greet the customer?”. Greeting phrases in different languages are searched in agent messages. The Greeting AutoQA category is available for both text (chats and emails) and voice interactions.	Binary: ,	All	English, German, Spanish, French, Italian, Dutch, Polish, Portuguese
Empathy	Assesses whether the agent was empathetic towards the customer and their problems. The Empathy AutoQA category is available for both text (chats and emails) and voice interactions.	Binary: ,	All	Not available without OpenAI
Spelling and grammar	Detects grammar mistakes, misspellings, and style errors. Error highlighting can be toggled on or off. Hovering over the highlight displays specific information about the error. The Spelling and grammar AutoQA category is available for text interactions (chats and emails).	Customizable	English (US), German, French, Polish	English (US), German, French, Polish
Closing	Evaluates whether the agent closed the conversation properly, including offering further help and thanking the customer. The Closing AutoQA category is available for both text (chats and emails) and voice interactions.	Binary: ,	All	English, German, Spanish, French, Italian, Dutch, Polish, Portuguese
Solution offered	Identifies whether a solution was proposed in the conversation. The Solution offered AutoQA category is available for both text (chats and emails) and voice interactions.	, , or "N/A" if not sure	All	Not available without OpenAI
Tone	Recognizes 27 tones and calculates a score based on their positive or negative weights. The tone AutoQA category is available for text interactions (chats and emails).	Customizable	All	Not available without OpenAI
Readability	Analyzes how easily a text can be understood, considering word complexity and sentence length. Complex words and long sentences highlighting can be toggled on or off. The readability AutoQA category is available for text interactions (chats and emails).	Fixed 3-point scale	English	English
Comprehension	Checks whether the agent understood the customer's issue, possibly requiring clarifying questions or summarizing the problem. The comprehension AutoQA category is available for both text (chats and emails) and voice interactions.	Binary: ,	All	Not available without OpenAI

Note: You may notice additional system autoscoring categories listed under your Categories than those shown in the table above. This occurs because, in the previous system, you could edit the names of scorecard system categories in individual workspaces. We have retained these categories following the advanced scorecards migration so you can decide which ones to deactivate.

Viewing autoscoring in conversations

Conversations with autoscoring categories are indicated by a hologram icon ( ) in the Conversations view.

To access AutoQA in conversations

1. In Quality Assurance, click Conversations in the sidebar.
2. Select a conversation.
   You can use custom filters to find conversations using AutoQA categories to review.
3. In the sidebar on the right, click the Feedback icon ().
4. View the AutoQA autoscores under Reviews.

   

The AutoQA dashboard tracks your teams’ performance across all AutoQA categories. It’s the best place to track trends over time and identify the training needs of your teams and individual agents.