Viewing and managing root causes for review scores

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

Quick Look: Zendesk QA > Settings > Scorecards

Root causes prompt reviewers to provide more details on their feedback for a category. This is particularly helpful for negative feedback. For example, if a reviewer gives a negative rating for tone, they can specify the reasons using predefined choices or by using a freeform comment.

Use dashboards to analyze root causes and understand the underlying issues that affect customer interactions at both the team and agent levels. This facilitates targeted coaching and issue resolution.

This article contains the following topics:

• Accessing root causes
• Editing root causes
• Deleting root causes

Related articles

• Creating scorecards

Accessing root causes

From the Root causes page, you can view each root cause's name and how many categories they are assigned to. The list also indicates when each root cause was last updated.

You can use the search field at the top of the list to find a root cause by name, or you can filter the list to show only root causes assigned to a specific category.

You must be an admin or an account manager to view and manage root causes.

To access your root causes

1. In Quality Assurance, click your profile icon in the bottom-left corner.
2. Click the Settings () icon.
3. In the sidebar () under Account, click Scorecards.
4. Click the Root causes button at the top to display a list of all your root causes.

   

Editing root causes

Root causes are created and added during scorecard creation. Admins and account managers can create new root causes or select existing ones to include in categories. To create a new root cause, they must select Add root causes to explain rating, enter the new root cause, and select Create.

Changes to root causes apply to all categories that include this root cause. Changes made will apply to future conversations.

To edit a root cause

1. In Quality Assurance, click your profile icon in the bottom-left corner.
2. Click the Settings () icon.
3. In the sidebar () under Account, click Scorecards.
4. Click the Root causes button at the top to display a list of all your root causes.
5. Click the options menu icon () next to the root cause you want to change and select Edit.
   Clicking any root cause name also allows you to open and edit it.
6. Change your root cause name.
7. When your changes are complete, click Save changes.

Deleting root causes

Deleting root causes is permanent. This action removes the root cause from all categories and erases all associated data from reports.

To edit a root cause

1. In Quality Assurance, click your profile icon in the bottom-left corner.
2. Click the Settings () icon.
3. In the sidebar () under Account, click Scorecards.
4. Click the Root causes button at the top to display a list of all your root causes.
5. Click the options menu icon () next to the root cause you want to remove and select Delete.
6. Click Delete root cause.