Customizing AutoQA system categories

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

Quick Look: Zendesk QA > Settings > Scorecards

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

You can customize the following AutoQA system categories to identify or ignore specific keywords or phrases in conversations: Spelling and grammar, Greeting, and Closing.

This article contains the following topics:

• Customizing the Spelling and grammar category
• Customizing the Greeting category
• Customizing the Closing category

Related articles

• Viewing and managing categories
• Understanding autoscoring categories

Customizing the Spelling and grammar category

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

You can add and manage a list of words and phrases you’d like AutoQA to ignore as spelling and grammar mistakes. Specifically, you can make the following changes to the Spelling and grammar system category:

• Add an exemption
• Edit an exemption
• Delete an exemption

Changes made apply to future conversations.

If you need to delete or change the language of multiple exemptions at once, see Bulk editing and deleting exemptions, greetings, and closings.

To add an exemption

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 Categories at the top to display a list of all your categories.
5. Click the name of the Spelling and grammar category.
6. Click Add exemption.

   

7. Select the applicable languages from the dropdown menu.
8. Enter the words and phrases you’d like AutoQA to ignore as spelling or grammar mistakes, separated by a line break.
9. Click Add exemptions.

To edit an exemption

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 Categories at the top to display a list of all your categories.
5. Click the name of the Spelling and grammar category.
6. Next to the exemption word or phrase you want to edit, click the options menu () and select Edit.

   

7. Change the exemption and its applicable languages, then click Save changes.

To delete an exemption

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 Categories at the top to display a list of all your categories.
5. Click the name of the Spelling and grammar category.
6. Next to the exemption word or phrase you want to remove, click the options menu () and select Delete.
7. Click Delete exemption.

Customizing the Greeting category

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

The Greeting AutoQA category is available for both text and voice interactions. Specifically, you can do the following in the Greeting system category:

• Add a greeting
• Edit an approved greeting
• Delete an approved greeting

Changes made apply to future conversations.

If you need to delete or change the language of multiple greetings at once, see Bulk editing and deleting exemptions, greetings, and closings.

To add an approved greeting

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 Categories at the top to display a list of all your categories.
5. Click the name of the Spelling and grammar category.
6. Click Add greeting.

   

7. Select the applicable languages from the dropdown menu.
8. Enter a greeting of up to 300 characters.

   To add a variable, enter a forward slash (/) and then add the variable {..}. This variable is a dynamic content placeholder that can be used to represent any name. For example, Hello {··}!

9. Click Add greeting.

To edit an approved greeting

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 Categories at the top to display a list of all your categories.
5. Click the name of the Greeting category.
6. Next to the approved greeting you want to edit, click the options menu () and select Edit.

   

7. Change the greeting and its applicable languages, then click Save changes.

To delete an approved greeting

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 Categories at the top to display a list of all your categories.
5. Click the name of the Greeting category.
6. Next to the approved greeting you want to remove, click the options menu () and select Delete.
7. Click Delete greeting.

Customizing the Closing category

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.

The Closing AutoQA category is available for both text and voice interactions. Specifically, you can do the following in the Closing category:

• Add a closing
• Edit an approved closing
• Delete an approved closing

Changes made apply to future conversations.

If you need to delete or change the language of multiple closings at once, see Bulk editing and deleting exemptions, greetings, and closings.

To add a new approved closing

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 Categories at the top to display a list of all your categories.
5. Click the name of the Closing category.
6. Click Add closing.

   

7. Select the applicable languages from the dropdown menu.
8. Enter an approved closing of up to 300 characters.

   To add a variable, enter a forward slash (/) and then add the variable {..}. This variable is a dynamic content placeholder that can be used to represent any name. For example, Take care, {··}!

9. Click Add closing.

To edit an approved closing

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 Categories at the top to display a list of all your categories.
5. Click the name of the Closing category.
6. Next to the approved closing you want to edit, click the options menu () and select Edit.
7. Change the closing and its applicable languages, then click Save changes.

To delete an approved closing

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 Categories at the top to display a list of all your categories.
5. Click the name of the Closing category.
6. Next to the approved closing you want to remove, click the options menu () and select Delete.
7. Click Delete closing.

Bulk editing and deleting exemptions, greetings, and closings

There are some changes you can make in bulk to exemptions, greetings, and closings. Specifically, you can:

• Change the language of multiple exemptions, greetings, or closings
• Delete multiple exemptions, greetings, or closings

To change the language for multiple exemptions, greetings, and closings in bulk

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 Categories at the top to display a list of all your categories.
5. Click the name of the Spelling and grammar, the Greeting, or the Closing category.
6. Select the exemptions, greetings, or closings for which you want to change the language, or select the entire list by clicking the checkbox in the top left corner.

   

7. A toolbar appears at the bottom of the list. Click Languages.
8. Select or deselect the languages to apply for your selected exemptions, greetings or closings. Your changes are automatically applied.
9. To close the Languages selection box, click outside of it.

To delete multiple exemptions, greetings, and closings in bulk

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 Categories at the top to display a list of all your categories.
5. Click the name of the Spelling and grammar, the Greeting, or the Closing category.
6. Select the exemptions, greetings, or closings you want to delete, or select the entire list by clicking the checkbox in the top left corner.
7. A toolbar appears at the bottom of the list. Click Delete.
8. Click Delete exemptions to permanently delete your selected exemptions, greetings, or closings.