Viewing and managing rating categories for scorecards

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

Quick Look: Zendesk QA > Settings > Scorecards

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.

This article contains the following topics:

• Accessing your account's rating categories
• Editing manual and exact text-match categories
• Customizing AutoQA system categories
• Activating a category
• Deactivating a category
• Deleting a category

Related articles

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

Accessing your account's rating categories

Admins and account managers can view and manage categories.

To access your scorecard categories

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 Categories button at the top to display a list of all your categories.

   

   You can view each category’s type:

   • System: System categories can't be deleted. These are predefined auto categories added by the system.
   • Exact text-match: Exact text-match categories are automatically assessed based on text matches.
   • Manual: Manual categories are created and scored by humans.

     System and exact text-match categories use autoscoring, indicated by a hologram () icon.

   You can also see in how many scorecards each category appears in and their current status:

   • Active
   • Inactive

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

   Use the search box at the top to find any specific categories, or use the filters to list only categories assigned to specific scorecards. You can also filter by category type (system, exact text-match, or manual), and by status (active or inactive).

Editing manual and exact text-match categories

To help you get started, your account comes pre-loaded with a default scorecard that includes autoscoring system categories and manual categories. You can customize some AutoQA system categories, change the name and description of manual categories, and adjust the filter settings for any exact text-match category you have created.

Changes made will apply to future conversations.

Changes to general category settings apply to all scorecards that include this category.

To edit a category

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 Categories button at the top to display a list of all your categories.
5. Click the options menu icon () next to the category you want to change and select Edit.
   Clicking any category name also allows you to open and edit it.
6. Change the name and description of your category. You can also adjust the filter settings and score for your exact text-match categories.

   

7. When your changes are complete, click Save changes.

Customizing AutoQA system categories

You can also customize the following AutoQA system categories to identify or ignore specific keywords or phrases in conversations:

• Spelling and grammar
• Greeting
• Closing

Spelling and grammar

In this category, AutoQA analyzes grammar, spelling, and style mistakes in both agent and bot interactions.

You can add a list of words and phrases you’d like AutoQA to ignore as spelling or grammar mistakes.

Changes made will apply to future conversations.

To edit the Spelling and grammar category

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 Categories button at the top to display a list of all your categories.
5. Click the options menu icon () next to the Spelling and grammar category and select Edit.

   

   Clicking the Spelling and grammar category name also allows you to open and edit it.
6. Click the Add exemption button.
7. Select the applicable languages from the dropdown menu.
8. Type or paste the word and phrases you’d like AutoQA to ignore as spelling or grammar mistakes, separated by a line break.
9. Click Add exemptions.
10. Click the options menu icon () next to an existing exemption word or phrase to Edit or Delete it. You can also select multiple options and use the Languages or Delete buttons.

Greeting

In this category, you can define approved greetings that align with your brand and service standards. Once added, AutoQA will only detect these approved greetings.

Changes made will apply to future conversations.

To edit the Greeting category

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 Categories button at the top to display a list of all your categories.
5. Click the options menu icon () next to the Greeting category and select Edit.

   

   Clicking the Greeting category name also allows you to open and edit it.
6. Click the Add greeting button.
7. Select the applicable languages from the dropdown menu.
8. Type or paste your greeting, with a maximum of 300 characters.
   Type '/' to add the variable {..}. You can use this dynamic content placeholder {..} to represent any name. For example, “Hello {··}!”
9. Click Add greeting.
10. Click the options menu icon () next to an existing greeting to Edit or Delete it. You can also select multiple options and use the Languages or Delete buttons.

Closing

AutoQA analyzes if the agent or bot wrapped up the conversation.

You can define your own sign-offs that align with your brand and service standards. Once added, AutoQA will only detect approved closings.

Changes made will apply to future conversations.

To edit the Closing category

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 Categories button at the top to display a list of all your categories.
5. Click the options menu icon () next to the Closing category and select Edit.

   

   Clicking the Closing category name also allows you to open and edit it.
6. Click the Add closing button
7. Select the applicable languages from the dropdown menu.
8. Type or paste each approved closing, with a maximum of 300 characters.
   Type '/' to add the variable {..}. You can use this dynamic content placeholder {..} to represent any name. For example, "Take care, {··}".
9. Click Add closing.
10. Click the options menu icon () next to an existing closing to Edit or Delete it. You can also select multiple options and use the Languages or Delete buttons.

Activating a category

A category marked as inactive is not visible in scorecards. To allow it to be used by reviewers for evaluations in selected scorecards and workspaces, it must be marked as active.

To mark a category 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 Categories button at the top to display a list of all your categories.
5. Click the options menu icon () next to the category you want to activate and select Mark as active.

Deactivating a category

A category marked as active is currently in use for evaluations on at least a scorecard. Marking a category as inactive hides it in scorecards.

Reporting and filtering are not affected, regardless of its status. However, inactive categories cannot be used for evaluations in selected scorecards and workspaces, or added to new scorecards.

To mark a category 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 Categories button at the top to display a list of all your categories.
5. Click the options menu icon () next to the category you want to deactivate and select Mark as inactive.

Deleting a category

Deleting categories is permanent. The category will be removed from all scorecards. If it's the only category in a scorecard, the scorecard will become inactive.

Note: Deleting a category also erases all category data from reporting. Once deleted, you won't be able to restore this category or its data.

To delete a category

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 Categories button at the top to display a list of all your categories.
5. Click the options menu icon () next to the category you want to delete from Zendesk QA and select Delete.