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 bottom-left 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 pre-loaded with a 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 have created.

To edit a scorecard

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 Scorecards button at the top to display a list of all your scorecards.
5. Click the options menu icon () next to the scorecard you want to change and select Edit.
   Clicking any scorecard name also allows you to open and edit it.
6. Make your changes.

   

7. When your changes are complete, 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 bottom-left 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.
5. Click the options menu icon () next to the scorecard you want to copy and select Duplicate.
6. Make your changes.

   

7. Publish your new scorecard, or use the Save as Draft button to publish it later.

Activating a scorecard

A scorecard marked as inactive is not in use. To allow it to be used by your reviewers for evaluations in its selected workspaces it must be marked active.

To mark a scorecard as active

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 Scorecards button at the top to display a list of all your scorecards.
5. Click the options menu icon () next to the scorecard you want to activate and select Mark as active.

Deactivating a scorecard

A scorecard marked as active is in use for evaluations in at least one workspace. Marking it as inactive prevents it from being displayed and used by reviewers for evaluations. Its historical data remains intact in the Dashboards, regardless of its active status.

To mark a scorecard as inactive

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 Scorecards button at the top to display a list of all your scorecards.
5. Click the options menu icon () next to the scorecard you want to deactivate 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 cannot be recovered

To delete a scorecard

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 Scorecards button at the top to display a list of all your scorecards.
5. Click the options menu icon () next to the scorecard you want to remove from Zendesk QA and select Delete.