Viewing and managing rating categories for scorecards

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<p id="docs-hc-snippet" style="display: none;">Rating categories allow you to effectively assess customer conversations.Internal Quality Score (IQS)is calculated based on these categories, helping you evaluate and improve your customer support.</p>
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<p id="docs-ai-summary-content">You can view and manage rating categories for scorecards to improve conversation quality reviews and Internal Quality Score (IQS). The article explains how to find categories, search and filter them, edit manual, exact text-match, and prompt-based AI categories, and activate, deactivate, or delete categories. It also notes that changes affect future conversations only and that deleting a category removes its reporting data.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; Scorecards</div>
</div>
<p class="p" dir="ltr">Rating categories allow you to effectively assess customer conversations. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_sws_4ww_42c" target="_blank">Internal Quality Score (IQS)</a> is calculated based on
these categories, helping you evaluate and improve your customer support.</p>
<p class="p">To help you get started, your account comes with a predefined default scorecard that includes
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#understanding_autoscoring_categories" target="_blank">autoscoring system categories</a> and manual categories.
Changes made to categories apply to future conversations only.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_u2m_j2y_m2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_izk_m2y_m2c">Accessing your account's rating
categories</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_h51_hvk_32c">Editing manual and exact
text-match categories</a></li>
<li class="li"><a class="xref" href="#topic_mwh_3zs_p3c">Editing prompt-based AI insight
categories</a></li>
<li class="li"><a class="xref" href="#topic_wvk_pmf_q2c">Activating a category</a></li>
<li class="li"><a class="xref" href="#topic_ezh_syk_32c">Deactivating a category</a></li>
<li class="li"><a class="xref" href="#topic_fw3_bbl_32c">Deleting a category</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_w2n_wfy_m2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_fbm_xnf_zdc" target="_blank">Accessing and managing your scorecards, categories, and
root causes</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">About rating categories for scorecards</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9070424158106" target="_blank">Customizing AutoQA system categories</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_izk_m2y_m2c">
<h2 class="title topictitle2" id="ariaid-title2">Accessing your account's rating categories</h2>
<div class="body">
<p class="p" dir="ltr">Admins and workspace managers can view and manage categories. </p>
<p class="p" dir="ltr"><strong class="ph b">To access your scorecard categories</strong></p>
<ol class="ol" id="topic_izk_m2y_m2c__ol_nt4_5ry_m2c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click
<strong class="ph b">Scorecards</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Categories</strong> at the top to display a list of all your
categories.<p class="p"><img class="image" id="topic_izk_m2y_m2c__image_trb_nnc_mfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_scorecards_categories_list.png" width="800"></p>
<p class="p" dir="ltr">From this list, you can do the
following</p>
<ul class="ul" id="topic_izk_m2y_m2c__ul_y3p_mpz_m2c">
<li class="li">View each category’s type. Categories that use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#understanding_autoscoring_categories" target="_blank">autoscoring</a> are indicated by a hologram icon
(<img class="image" height="16" id="topic_izk_m2y_m2c__image_erv_5nd_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_hologram.png" width="16">):<ul class="ul" id="topic_izk_m2y_m2c__ul_svg_tld_yfc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#understanding_autoscoring_categories" target="_blank"><strong class="ph b">System</strong></a>: Predefined autoscoring
categories (<img class="image" height="16" id="topic_izk_m2y_m2c__image_esx_gmd_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_hologram.png" width="16">). System categories can’t be
edited. However, admins and workspace managers can customize the Spelling and
grammar, Greeting, and Closing system categories to identify or ignore specific
keywords or phrases in conversations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9070424158106" target="_blank">Customizing AutoQA system categories</a>.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9302967236890" target="_blank"><strong class="ph b">Exact text-match</strong></a>: User-defined
autoscoring categories (<img class="image" height="16" id="topic_izk_m2y_m2c__image_fsb_5ld_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_hologram.png" width="16">) that are assessed based on
exact text matches.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10301342601626" target="_blank"><strong class="ph b">Manual</strong></a>: User-defined and scored
categories.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9277382490138" target="_blank"><strong class="ph b">Prompt-based</strong></a>: User-defined
autoscoring categories (<img class="image" height="16" id="topic_izk_m2y_m2c__image_z2j_5ld_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_hologram.png" width="16">) that use the latest AI models
and human-language prompts to provide AI-powered quality scoring and risk
detection.</li>
</ul>
</li>
<li class="li">See how many scorecards use each category. </li>
<li class="li">See whether each category is <a class="xref" href="#topic_wvk_pmf_q2c">active</a> or <a class="xref" href="#topic_ezh_syk_32c">inactive</a>.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If a prompt-based category produces over 95% <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">N/A (Not applicable) results</a> for 7
consecutive days, it’s automatically <a class="xref" href="#topic_ezh_syk_32c">marked as inactive</a> and displays an attention icon (<img class="image" id="topic_izk_m2y_m2c__image_ltd_rtx_h3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_prompt_attention.png" width="22">). You must update your prompt to gather
relevant insights before <a class="xref" href="#topic_wvk_pmf_q2c">marking it
as active</a> again.</div>
</div>
</li>
<li class="li">See when each category was last updated.</li>
<li class="li">Search for categories by name.</li>
<li class="li">Filter the list by categories assigned to a specific scorecard, category type
(system, exact text-match, manual, or prompt-based), status (active or inactive), and
applicability (call, text, or both).</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_h51_hvk_32c">
<h2 class="title topictitle2" id="ariaid-title3">Editing manual and exact text-match rating categories</h2>
<div class="body">
<p class="p" dir="ltr">Admins and workspace managers can edit manual and exact text-match categories.</p>
<p class="p">Changes made to the name and description of a category do not affect its reporting.</p>
<p class="p" dir="ltr"><strong class="ph b">To edit a manual or exact text-match category</strong></p>
<div class="p">
<ol class="ol" id="topic_h51_hvk_32c__ol_bh2_p52_p2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_izk_m2y_m2c">Access your account's rating
categories.</a></li>
<li class="li" dir="ltr">Under <strong class="ph b">Type</strong>, select <strong class="ph b">Manual</strong> or <strong class="ph b">Exact text-match</strong>.</li>
<li class="li" dir="ltr">Click the name of the category you want to change.</li>
<li class="li">(Optional) Change the <strong class="ph b">Name</strong> and <strong class="ph b">Description</strong> of your category. </li>
<li class="li">(Optional) Adjust the filter settings and scores for your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9302967236890" target="_blank">exact text-match category</a>. <p class="p"><img class="image" id="topic_h51_hvk_32c__image_c5r_rpc_r2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_exact_text_match_category_edit.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_mwh_3zs_p3c">
<h2 class="title topictitle2" id="ariaid-title4">Editing prompt-based AI insight categories</h2>
<div class="body">
<p class="p" dir="ltr">Once you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9277382490138" target="_blank">created prompt-based AI insight categories</a>, you can edit, modify,
or validate them as needed.</p>
<p class="p" dir="ltr">Admins and workspace managers can edit prompt-based categories. </p>
<p class="p" dir="ltr"><strong class="ph b">To edit a prompt-based AI insight category</strong></p>
<div class="p">
<ol class="ol" id="topic_mwh_3zs_p3c__ol_nwh_3zs_p3c">
<li class="li" dir="ltr"><a class="xref" href="#topic_izk_m2y_m2c">Access your account's rating
categories.</a></li>
<li class="li">Under <strong class="ph b">Type</strong>, select <strong class="ph b">Prompt-based</strong>.</li>
<li class="li" dir="ltr">Click the name of the category you want to change.</li>
<li class="li">Edit your prompt as needed.</li>
<li class="li">(Optional) If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">AI suggestions toggle is turned off in your Account
settings</a>, click <strong class="ph b">Validate</strong> to receive feedback and tips on how to improve
your prompt without changing it.</li>
<li class="li">(Optional) If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">AI suggestions toggle is turned on in your Account
settings</a>, click <strong class="ph b">Enhance</strong> to refine the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9277382490138" target="_blank">core intent of your prompt</a>.</li>
<li class="li">Test your prompt.</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_wvk_pmf_q2c">
<h2 class="title topictitle2" id="ariaid-title5">Activating a category</h2>
<div class="body">
<p class="p" dir="ltr">Inactive categories aren’t visible in scorecards. To allow it to be used by
reviewers for evaluations in selected scorecards and workspaces, it must be marked as
active.</p>
<p class="p" dir="ltr"><strong class="ph b">To mark a category as active</strong></p>
<ol class="ol" id="topic_wvk_pmf_q2c__ol_pkq_pmf_q2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_izk_m2y_m2c">Access your account's rating
categories.</a></li>
<li class="li" dir="ltr">Click the options menu (<img class="image" id="topic_wvk_pmf_q2c__image_qkq_pmf_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) next to the category you want to activate and
select <strong class="ph b">Mark as active</strong>.<p class="p"><img class="image" id="topic_wvk_pmf_q2c__image_nrx_ync_mfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_categories_mark_active.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ezh_syk_32c">
<h2 class="title topictitle2" id="ariaid-title6">Deactivating a category</h2>
<div class="body">
<p class="p">A category marked as active is ready to be used for evaluations on scorecards. Marking a
category as inactive means it can't be used for evaluations in scorecards and workspaces.
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418#topic_fw3_bbl_32c" target="_blank">Past reviews</a> will not display the removed category.
However, removing a category does not affect historical dashboard metrics or overall scores.
Deactivated categories remain available in reporting and filtering. Your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">dashboards</a> continue to reflect accurate historical data, including
scores and trends, even after categories are removed. </p>
<p class="p" dir="ltr"><strong class="ph b">To mark a category as inactive</strong></p>
<ol class="ol" id="topic_ezh_syk_32c__ol_iky_hy2_p2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_izk_m2y_m2c">Access your account's rating
categories.</a></li>
<li class="li" dir="ltr">Next to the category you want to deactivate, click the options menu (<img class="image" id="topic_ezh_syk_32c__image_jky_hy2_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Mark as inactive</strong>. <p class="p"><img class="image" id="topic_ezh_syk_32c__image_usd_j4c_mfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_categories_mark_inactive.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_fw3_bbl_32c">
<h2 class="title topictitle2" id="ariaid-title7">Deleting a category</h2>
<div class="body">
<p class="p">Deleting categories is permanent. The category is removed from all
scorecards. If it's the only category in a scorecard, the scorecard is automatically deactivated.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Deleting a category erases all category data from reporting. Once deleted, you
can't restore the category or its data.</div>
</div>
<p class="p"><strong class="ph b">To delete a category</strong></p>
<ol class="ol" id="topic_fw3_bbl_32c__ol_y2s_ly2_p2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_izk_m2y_m2c">Access your account's rating
categories.</a></li>
<li class="li" dir="ltr">Next to the category you want to delete from Zendesk QA, click the options
menu (<img class="image" id="topic_fw3_bbl_32c__image_z2s_ly2_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Delete</strong>. </li>
</ol>
</div>
</div>
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