Announced on |
Rollout on |
February 17, 2025 | March 17, 2025 |
Zendesk Quality Assurance (QA) is enhancing the scorecard management experience.
This announcement includes the following topics:
What is changing?
We’re making scorecard management easier and more efficient across workspaces.
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Scorecard management at the account level: Scorecard creation and management now occurs at the account level rather than within a workspace.
Here, admins and account managers can seamlessly copy and transfer scorecards and categories, mark scorecards as active or inactive, and use them across multiple workspaces without duplication. You can also rename or delete scorecards without disrupting existing workflows.
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Category management at the account level: For better consistency, category creation and management is also moving from workspaces to the account level.
Admins and account managers can create and reuse categories across workspaces and manage exemptions lists and exact text-matches for categories and custom AutoQA categories from a single location.
- Improved Category features: The following improvements have been made to categories:
- All categories will be conditional by default now, with Show always as the standard setting.
- Category grouping and weighting now has more intuitive organization and streamlined logic.
- Weighting categories now uses a 100-point integer-based scale rather than a decimal point-based scale. With the migration, the decimal weights (for example, 0.7, 1.4) will be rounded to whole numbers. Your previous weights will be adjusted proportionally to maintain their impact on the final score. For example, a category weight of 1.35 (out of 2) in the old system will be proportionally scaled to 68 (rounded from 67.5) on the new 0-100 scale. This update makes scoring more user-friendly while preserving the weight relationships from the old system.
- Category criticality can be configured at the category or group level, which provides more flexibility because it allows for the failure of specific categories within a ticket (without affecting overall ticket quality) rather than requiring the whole ticket to be failed. This means when an entire ticket fails, it’s due to major mistakes rather than more isolated issues.
- You can now add non-scoring categories, which can help you gain insights into topics that may not apply universally.
- Root causes can now be applied to all scores, including positive ones.
- Individual categories can be marked as N/A without impacting performance scores.
Why is Zendesk making this change?
Zendesk identified several key challenges related to using and managing scorecards. These updates make scorecard management more scalable, intuitive, and impactful, giving you more time to focus on insights and driving quality. Specifically, the goals of this release include:
- Reducing the duplication of work by consolidating redundant scorecards and categories.
- Making the process of setting up, editing, and testing scorecards more intuitive and streamlined. For example, now you can easily modify or remove scorecards without affecting workflows.
- Enhancing the transparency of how categories affect scores by clarifying the scoring logic and category relationships.
What do I need to do?
Because management of scorecards is moving to an account-level, only admins and account managers will have access and permission to do this. Workspace managers, who previously had access to manage scorecards, are losing that access. If you want any of the current workspace managers to continue managing scorecards, you must change their role to an admin or account manager. To learn more see Understanding roles and permissions in Zendesk QA.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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