How does AutoQA evaluate tickets?

Question

Not all my tickets have AutoQA scores. How does AutoQA decide which tickets it scores?

Answer

After you publish the scorecard with AutoQA categories, AutoQA scores conversations that meet certain criteria.

Tickets that AutoQA scores:

• Tickets you import with a closed or solved status
• Tickets you update after you publish the scorecard changes
• Each ticket includes at least one message from the customer and one from the agent, and contains at least 10 words
• The agent in the conversation is a user in Zendesk QA and a member of the workspace where you set up the AutoQA categories

Note: AutoQA scores these categories every time a ticket syncs with Zendesk QA, regardless of whether the ticket is in a closed or solved status: Greeting, Spelling and grammar, Readability, and Closing. However, AutoQA scores these categories only when the ticket is solved or closed: Empathy, Solution offered, Tone, Comprehension, and Custom AutoQA categories.

Tickets that AutoQA doesn't score:

• Tickets imported before the AutoQA scorecard was published
• Conversations flagged as spam, junk, or that lack enough context

For more information, see About rating categories for scorecards.