This article describes how to set up and manage scorecard rating categories in Zendesk QA. Rating categories are the criteria used to assess the quality of customer conversations.
This article covers the following topic:
Related articles
- Choosing your scorecard's rating scale
- Conditional or Static Scorecards
- Adding root causes to a scorecard
- Deciding what rating categories to use
Adding and editing rating categories
Rating categories allow you to effectively assess customer conversations. Internal Quality Score (IQS) is calculated based on these categories, helping you evaluate and improve your customer support.
To add and edit rating categories
- Click your profile image in the bottom-left corner, then select Users and Workspaces.
- Choose a Workspace and click Scorecard on the sidebar.
- Click Create category to add a new rating category:
- Enter a name and description (optional) for your new category. This is displayed when hovering over a category name while rating a conversation. See Deciding what rating categories to use.
- Use the slider in the Weight column to define the importance of this category compared to others.
- If you want the entire conversation to be marked as failed when a negative rating is received, use the toggle to mark this category as Critical.
- Choose which Rating scale this category will be rated on (available on Professional and Advanced plans - legacy plans). See Choosing your scorecard's rating scale.
- Add a tag to the category to pin it to a specific Scorecard (e.g., phone, chat, email). You can create a new Scorecard by typing in a new name.
- Use the Root causes toggle if you want reviewers to be prompted to give more details on why they left negative feedback for a specific category. This helps identify the root causes of negative feedback.
- Click Create category.
The options menu icon (...) next to a category allows you to Duplicate, Archive or Delete its history. Archived categories are not displayed during conversation reviews but are still shown in the dashboard with historical data.
Click the Settings (⚙️) icon at the top to select between Conditional or Static Scorecards.