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Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)

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Create scorecards to evaluate agent performance and identify improvement areas. You can add categories, set rating scales, and define weights to highlight important aspects of customer interactions. Use conditional scorecards to streamline reviews based on specific criteria, and add root causes for detailed feedback. Once set up, publish your scorecard to start enhancing your team's quality assurance process.

Location: Zendesk QA > Settings > Scorecards

Scorecards in Zendesk QA provide a powerful tool for evaluating agent performance, identifying areas for improvement, and ensuring that your team meets organizational goals.

Admins and account managers can create new scorecards.

To create a new scorecard

  1. In Quality Assurance, click your profile icon in the top-right corner.
  2. Click the Settings icon ().
  3. In the sidebar () under Account, click Scorecards.
  4. Click Create and select Scorecard.
  5. Enter a Name for the scorecard.

  6. Under Workspaces, select the workspaces you want to review manually with this scorecard.
  7. Under Workspaces with AutoQA enabled, select the workspaces you want to autoscore with this scorecard.
  8. (Optional) Click Add group section to organize your scorecard’s categories.
  9. Click Add category to select the categories to include in the scorecard.

    You can create a new category by typing a name and selecting Create category.

  10. Select a Rating scale.

    Smaller scales work best for quick, consistent reviews across a large volume of tickets, while larger scales provide nuance and are better suited for coaching and improving quality. See Understanding how category scores are calculated.

    The following rating scales are available:

    • Binary: A binary scale is the fastest and most consistent scale because it has only two options: good and bad. It is ideal for large volumes where speed is important.
    • 3-point: A 3-point scale can still be graded quickly but adds a little more nuance by including a middle option of satisfactory in addition to good and bad.
    • 4-point: A 4-point scale encourages critical thinking by requiring a decisive assessment of good, slightly good, slightly bad, or bad without a neutral option.
    • 5-point: A 5-point scale offers more detailed feedback and resembles the academic grading system (A = 5, B = 4, and so on). The drawback of this type of scale is that grading can often take longer, since there is more for your reviewers to consider.
      Clicking Settings in the top-right corner allows you to use emojis instead of numbers and allow users to skip categories, by including N/A as an option.
  11. Specify a Weight for the category to define its importance relative to other categories. This value must be an integer between 0 and 100. The default weight for a new category is 10.

    Adjusting the weight of different categories can highlight what is most important to your company when responding to customer requests. For example, you might give the root cause a higher weight than documentation if you think understanding the root cause is more important.

    When you hover over the category weight, it displays how it translates to the overall quality score as a percentage.

  12. (Optional) Select Critical category if this category is important enough to fail the review. Critical rating categories are those where a rating below 50% results in an automatic failure for all categories, leading to a score of 0%. This is useful for tracking regulatory compliance, for example.

    If the category is part of a group, select whether the failure of this category:

    • Fails the whole review: All categories in the review are failed and the review score is 0%.
    • Fails the group only: Only other categories in the group fail.
  13. (Optional) Select Only show on the scorecard under certain conditions to narrow the scope of what this scorecard is used for. For example, if you are reviewing a conversation with a Satisfaction Score of 3, your Product Knowledge Rating Category will be available for grading. Setting up conditional scorecards saves time as you don't need to manually select the scorecard each time you review a conversation.

    You can create conditions that the conversation must meet for the scorecard to be automatically selected based on the following criteria:

    • Source type
    • Conversation channel
    • Help desk tag
    • Satisfaction score (CSAT)

    If no condition is selected the scorecard needs to be manually selected when you are reviewing conversations.

  14. (Optional) Select Add root causes to explain rating to prompt reviewers to provide more details on their feedback for the category. This is particularly helpful for negative feedback.

    When selected, you can:

    • Specify separate lists of predefined Root causes that are available for negative ratings () and positive ratings ().
      Select from the list or create a new root cause by typing a name and selecting Create.
    • Select whether you want to provide reviewers with an ‘Other’ option and comment field where they can provide their own, non-standard root cause.
    • Select whether you want to allow reviewers to add Allow selecting ultiple root causes for this category.
  15. Click Apply.
  16. Click Publish to make your new scorecard available for use or click Save as draft if you aren't ready to publish it.
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