Viewing and managing scorecards

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

Quick Look: 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.

A customer service quality assurance scorecard is an evaluation form, comprised of rating categories that is used to review customer conversations as objectively as possible. Scorecards speed up the review process while making feedback more specific and measurable.

This article contains the following topics:

• Accessing your account's scorecards
• Editing a scorecard
• Duplicating a scorecard
• Activating a scorecard
• Deactivating a scorecard
• Deleting a scorecard

Related articles

• Accessing and managing your scorecards, categories, and root causes
• Creating scorecards

Accessing your account's scorecards

Admins and account managers can view and manage scorecards.

To access your account Scorecard settings

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 the Scorecards button at the top to display a list of all your scorecards.

   You can view the number of categories and workspaces assigned to each scorecard and their current status:

   • Active
   • Inactive
   • Deleted

   Additionally, you can see when each scorecard was last updated.

   Use the search box at the top to find any specific scorecards, or use the filters to list only scorecards assigned to specific workspaces or categories.

   You can also filter by scorecards status: active, draft (not published yet), or inactive.

Editing a scorecard

To help you get started, your account comes with a predefined default scorecard that includes autoscoring system categories and manual categories.

You can edit its settings, customize some AutoQA system categories, and modify the settings for any categories and scorecards you created.

To edit a 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 Scorecards at the top to display a list of all your scorecards.
5. Click the name of the scorecard you want to edit.
6. Make your changes.

   

7. Click Apply and then Publish.

Duplicating a scorecard

You can duplicate a scorecard to create a copy. This is useful if you want to edit an existing scorecard without altering the original.

To duplicate a 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 Scorecards at the top to display a list of all your scorecards.
5. Next to the scorecard you want to copy, click the options menu () and select Duplicate.

   

6. Make your changes.

   

7. Click Publish to make your new scorecard available for use or click Save as Draft if you aren't ready to publish it.

Activating a scorecard

Inactive scorecards can't be used. To allow a scorecard to be used by your reviewers for evaluations in its selected workspaces, you must activate it.

To mark a scorecard as active

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 Scorecards at the top to display a list of all your scorecards.
5. Next to the scorecard you want to activate, click the options menu () and select Mark as active.

Deactivating a scorecard

When an active scorecard is deactivated, it is hidden from reviewers and can't be used for evaluations. However, the scorecard's historical data remains intact in the Dashboards regardless of its status.

To mark a scorecard as inactive

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 Scorecards at the top to display a list of all your scorecards.
5. Next to the scorecard you want to deactivate, click the options menu () and select Mark as inactive.

Deleting a scorecard

Deleting a scorecard removes the scorecard and all its associated data permanently from Zendesk QA.

Note: Deleted scorecards can't be recovered

To delete a 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 Scorecards at the top to display a list of all your scorecards.
5. Next to the scorecard you want to remove from Zendesk QA, click the options menu () and select Delete.