Changing an agent’s autoscore

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

Quick Look: Zendesk QA > Conversations

Autoscoring supports your manual review efforts by automatically evaluating and scoring customer interactions for 100% of your ticket volume based on predefined categories. This ensures consistent quality assessments, reduces subjectivity, and saves reviewers time, allowing them to focus on categories that need more attention.

Autoscores can vary for different agents. You cannot change an autoscore; however, as a reviewer, if you disagree with the autoscore, you can submit a different rating for the conversation.

Automated reviews are tracked using the Auto Quality Score (AQS), while manually submitted grades contribute to the agents’ Internal Quality Score (IQS).

AutoQA scores for categories only count towards the IQS of a conversation after a reviewer manually submits the review.

The AQS takes into account all active AutoQA categories listed under Scorecards.

AQS is only available for agents. AutoQA evaluates bots but does not offer a combined AQS for agents and bots in the Dashboard. This is to avoid penalizing bot builders in potential mismatches for human categories.

To change an agent’s autoscore

1. In Quality Assurance, click Conversations in the sidebar.
2. Select the conversation you want to review.
   You can use custom filters to find conversations using AutoQA categories to review.
3. Click Review.

   

4. Select your new rating.
5. Click Submit.