About rating categories for scorecards

Rating categories for scorecards help you evaluate customer conversations by focusing on key areas like spelling, comprehension, and tone. You can create custom categories tailored to your needs, including manual and AI-based options. Automatic scoring analyzes new conversations, providing insights to improve support quality. Manual categories are scored by human reviewers, offering flexibility in assessing interactions.




Location: Zendesk QA > Settings > Scorecards

Rating categories are used to evaluate customer conversations. Well-defined rating
categories streamline the review process and ensure consistent quality assessments in Zendesk
QA. From the rating categories, you can derive the Internal Quality Score (IQS), which provides valuable
insights you can use to assess and improve your customer support.
This article contains the following topics:

Understanding rating categories for scorecards
Creating manual custom rating
categories

Related articles

Viewing and managing rating categories for
scorecards
Viewing and managing scorecards



Understanding rating categories for scorecards

There are countless ways to combine rating categories to build your scorecard
rating system. It may take some trial and error to identify the right factors to rate in
order to accurately assess and improve your customer support. The following rating
categories are among the most commonly used in Zendesk QA and provide a good starting
point:


Spelling and grammar: Did the agent use correct spelling, grammar, and
punctuation?

Comprehension: Did the agent understand the issue and its root
cause?

Solution offered: Did the agent follow the correct process and provide
an appropriate solution according to internal guidelines?

Tone of voice: Was the response personal and aligned with the brand’s
voice?

Closing: Did the agent anticipate potential issues and go the extra
mile to resolve them before closing the ticket?

Documentation: Did the agent accurately document all necessary
information internally?

In addition to using the existing Zendesk QA system categories, you can create custom rating
categories tailored to your organization’s specific needs. Specifically, you can:

Create manual custom rating
categories
Customize select system categories
Create exact text-match custom rating
categories
Create AI prompt-based categories

Before creating categories, it’s important to understand the following
information about categories and how they’re used in Zendesk QA:


Enabling automatic scoring with AutoQA allows
Zendesk QA to automatically evaluate and score agents. Autoscoring categories are
indicated by a hologram icon ( ).
When a new category is created, only new incoming conversations with a Closed or Solved
status are automatically analyzed and rated based on the category conditions. It may take
some time for the scores to load due to necessary calculations.
To qualify for analysis, conversations must include at least one message from both the
customer and the agent, with a minimum word count of 10.
AutoQA doesn’t evaluate existing conversations, spam conversations, or historical data
on dashboards. However, existing conversations with a status of Closed or Solved that are
updated after the category is added are also automatically analyzed and rated. As a
result, you may notice a conversation that has already been analyzed and rated being
analyzed and rated again in a new workspace.
If no matches are found, "N/A" is assigned. AutoQA may also return "N/A" for
certain categories when there is insufficient information to provide an accurate
rating.




Creating manual custom rating categories

In addition to the standard Zendesk Quality Assurance system
categories, exact text-match custom rating categories, and AI prompt based categories , you can also create manual custom
rating categories tailored to your organization's needs.
Manual categories are scored by human reviewers.
Admins and account managers can create new manual custom rating categories.
To create a manual custom category


In Quality assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
In the sidebar under Account, click
Scorecards.
Click Create at the top and select Manual category.

Enter a Category name and Description for reviewers (optional). This
is displayed when hovering over a category name while rating a conversation.

Click Create category.
After creating it, you must add the category to your scorecards to start using it.