Viewing autoscoring categories

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

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
• Changing an agent’s autoscore

Related articles

• Viewing and managing rating categories for scorecards

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.

Zendesk QA includes several system categories that are automatically scored when active. Admins can customize some of these categories and create new custom autoscoring categories.

The languages supported for each category depend on whether OpenAI is activated in the AutoQA account settings.

The following system categories receive automatic scoring in Zendesk QA:

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.	Binary: ( , )	All	English, German, Spanish, French, Italian, Dutch, Polish, Portuguese
Empathy	Assesses whether the agent was empathetic towards the customer and their problems.	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.	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.	Binary: ( , )	All	English, German, Spanish, French, Italian, Dutch, Polish, Portuguese
Solution offered	Identifies whether a solution was proposed in the conversation.	Binary: ( , ) 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.	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.	Fixed 3-point scale	English	English
Comprehension	Checks whether the agent understood the customer's issue, possibly requiring clarifying questions or summarizing the problem.	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.

Changing an agent’s autoscore

Autoscores can vary for different agents. You cannot change an autoscore; however, as a reviewer, if you disagree with the autoscore, you can submit a different rating for the conversation.

Automated reviews are tracked using the Auto Quality Score (AQS), while manually submitted grades contribute to the agents’ Internal Quality Score (IQS).

The AQS takes into account all active AutoQA categories listed under Scorecards.

AQS is only available for agents. AutoQA evaluates bots but does not offer a combined AQS for agents and bots in the Dashboard. This is to avoid penalizing bot builders in potential mismatches for human categories.

AutoQA scores for categories only count towards the IQS of a conversation after a reviewer manually submits the review.

To change an agent’s autoscore

1. In Quality Assurance, click Conversations in the sidebar.
2. Select the conversation you want to review.
   You can use custom filters to find conversations using AutoQA categories to review.
3. Click Review.

   

4. Select your new rating.
5. Click Submit.