Evaluating your customer service with quality scores (EAP)

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<p id="docs-hc-snippet" style="display: none;">Quality score is an AI-powered feature that automatically evaluates the quality of your customer service interactions. It analyzes solved and closed tickets to provide an overall quality score based on multiple metrics, helping you understand and improve your customer service performance. Quality score is designed for admins and quality assurance managers who want to identify trends, recognize high performers, and spot opportunities for training and improvement across their teams.</p>
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<div class="note attention">
<span class="attentiontitle"></span> This feature is currently in an Early Access Program (EAP). You can
<a class="xref" href="https://docs.google.com/forms/d/e/1FAIpQLSdI6E5fCyWi7hs4gbQNbj2zKKghjFVFZY3Fl6klPSOZs-Gzhg/viewform" target="_blank">sign up for the EAP here</a>.</div>
<p class="p">Quality score is an AI-powered feature that automatically evaluates the quality of your
customer service interactions. It analyzes solved and closed tickets to provide an
overall quality score based on multiple metrics, helping you understand and improve your
customer service performance. Quality score is designed for admins and quality assurance
managers who want to identify trends, recognize high performers, and spot opportunities
for training and improvement across their teams.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="quality_score_ai__ul_hgc_jcd_qjc">
<li class="li"><a class="xref" href="#topic_wfm_jcd_qjc">About quality scores</a></li>
<li class="li"><a class="xref" href="#topic_cx5_tdd_qjc">Understanding which tickets receive quality scores</a></li>
<li class="li"><a class="xref" href="#topic_vrs_mcd_qjc">Viewing quality score</a></li>
<li class="li"><a class="xref" href="#topic_y5t_ncd_qjc">Understanding quality score limitations</a></li>
<li class="li"><a class="xref" href="#topic_er3_qcd_qjc">Understanding quality score privacy and security</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="quality_score_ai__ul_q3g_nnc_qjc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/sections/6999625340058" target="_blank">Using Zendesk QA</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10916643340570" target="_blank">Understanding the analyst copilot quality score
dashboard</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wfm_jcd_qjc">
<h2 class="title topictitle2" id="ariaid-title2">About quality scores</h2>
<div class="body">
<p class="p">Quality score examines agent communication, customer satisfaction, and potential
churn risks, then combines these factors into a single overall score. This gives you
a quick, automated way to assess quality.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> Use quality score as one input alongside manual reviews and human judgment. Don't use it as
the sole basis for performance decisions.</div>
</div>
<p class="p">Quality score consists of six evaluation components across two categories.</p>
<p class="p"><strong class="ph b">Agent quality components</strong></p>
<ul class="ul" id="topic_wfm_jcd_qjc__ul_u3g_nnc_qjc">
<li class="li">
<strong class="ph b">Tone</strong>: Rates the agent's communication style on a 1 to 5 scale (1 = poor,
rude, or inappropriate; 5 = excellent).</li>
<li class="li">
<strong class="ph b">Empathy</strong>: Indicates whether the agent showed understanding and compassion
toward the customer's situation (yes or no).</li>
<li class="li">
<strong class="ph b">Solution</strong>: Assesses whether the agent provided a complete solution,
partial resolution, or no solution (complete, partial, or none).</li>
</ul>
<p class="p"><strong class="ph b">Customer experience components</strong></p>
<ul class="ul" id="topic_wfm_jcd_qjc__ul_v3g_nnc_qjc">
<li class="li">
<strong class="ph b">Customer tone</strong>: Rates the customer's sentiment by the end of the
conversation on a 1 to 5 scale.</li>
<li class="li">
<strong class="ph b">Churn risk</strong>: Identifies whether the customer threatened to cancel, stop
using the service, or seek alternatives (yes or no).</li>
<li class="li">
<strong class="ph b">Escalation</strong>: Detects whether the customer requested to speak with a
manager or threatened external action such as legal or regulatory complaints
(yes or no).</li>
</ul>
<p class="p">The overall quality score combines the agent quality score and the customer
experience score into a single rating.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cx5_tdd_qjc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding which tickets receive quality scores</h2>
<div class="body">
<p class="p">Quality score is calculated only for tickets that meet all of the following
conditions:</p>
<ul class="ul" id="topic_cx5_tdd_qjc__ul_x3g_nnc_qjc">
<li class="li">At least one public message from an agent (human or bot)</li>
<li class="li">At least one public message from the end user</li>
<li class="li">Each public message contains at least 10 words</li>
<li class="li">Fewer than 200 total messages in the ticket</li>
<li class="li">The conversation format allows clear distinction between parties</li>
</ul>
<p class="p">If both an AI agent and a human agent participate in a conversation with a customer,
the ticket receives a quality score that evaluates the conversation as a whole
rather than separating bot and human contributions.</p>
<p class="p">When a ticket is reopened and solved again, quality score recalculates based on all
messages in the ticket history, not just new messages added since the previous
evaluation.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_vrs_mcd_qjc">
<h2 class="title topictitle2" id="ariaid-title4">Viewing quality score</h2>
<div class="body">
<p class="p">Quality score data appears in ticket views and dashboards in your Zendesk instance.
By default, only admins and billing admins can view quality scores. You can adjust
visibility settings to provide other team members with access to this data.</p>
<p class="p"><strong class="ph b">To view quality score for an individual ticket</strong></p>
<ul class="ul" id="topic_vrs_mcd_qjc__ul_g5m_nsd_qjc">
<li class="li">In a ticket, click the quality score icon (<img class="image" id="topic_vrs_mcd_qjc__image_ezd_fdm_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qs_update_3.png" width="25">) in the right sidebar.<p class="p"><img class="image" id="topic_vrs_mcd_qjc__image_v2q_1dm_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qs_update_2.png" width="400"></p>
</li>
</ul>
<p class="p">A detailed view of all score components opens.</p>
<p class="p"><img class="image" id="topic_vrs_mcd_qjc__image_rtg_tcm_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qs_update_1.png" width="400"></p>
<p class="p">For comprehensive quality score data and trends across your organization, access the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10916643340570" target="_blank">analyst copilot dashboard</a>, which provides
agent leaderboards, filtering capabilities, and export options in several
formats.</p>
<p class="p"><img class="image" id="topic_vrs_mcd_qjc__image_mls_43c_qjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_qs_1.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_y5t_ncd_qjc">
<h2 class="title topictitle2" id="ariaid-title5">Understanding quality score limitations</h2>
<div class="body">
<p class="p">Quality score currently has the following limitations:</p>
<ul class="ul" id="topic_y5t_ncd_qjc__ul_s3g_nnc_qjc">
<li class="li">Quality score does not calculate for tickets on voice channels.</li>
<li class="li">Quality score does not calculate for conversations involving only a bot with no
human agent participation.</li>
<li class="li">Quality score does not calculate for tickets with fewer than 10 total words,
more than 200 messages, or formatting that makes message attribution
unclear.</li>
<li class="li">The feature is not customizable; you cannot adjust scoring categories, scales,
calculation formulas, or component weights.</li>
<li class="li">Internal notes are not included in the evaluation.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_er3_qcd_qjc">
<h2 class="title topictitle2" id="ariaid-title6">Understanding quality score privacy and security</h2>
<div class="body">
<p class="p">Quality score has the following privacy and security features:</p>
<ul class="ul" id="topic_er3_qcd_qjc__ul_qlp_fmr_vjc">
<li class="li">Quality score processes only public ticket comments. Internal notes are not
evaluated.</li>
<li class="li">Zendesk's standard data handling and compliance policies are followed. For
customers with specific compliance requirements such as HIPAA agreements,
quality score evaluation is based on your contractual agreements.</li>
<li class="li">Zendesk uses enterprise agreements with AI providers that ensure zero data
retention. Ticket data sent for evaluation is not stored by the AI provider and
is processed in real time only.</li>
<li class="li">Quality score results are retained according to Zendesk's general data retention
policies. If a ticket is deleted, the associated quality score data is also
deleted. Scores are typically retained for between one and two years for
operational and analytical purposes.</li>
</ul>
</div>
</div>
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