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 at least 10 words

The agent in the conversation is a user in Zendesk QA and a member of the same workspace where you set up 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, Closing.  However, AutoQA scores these categories only once the ticket becomes Solved or Closed: Empathy, Solution offered, Tone, Comprehension, Custom AutoQA categories.

Tickets that AutoQA doesn't score:

Tickets imported before the AutoQA scorecard was published

Conversations marked as "trash", spam, or that lack enough context

For more information, see the following articles:

About rating categories for scorecards

Understanding autoscoring categories