Viewing and managing scorecards

Scorecards in Zendesk QA provide a powerful tool for evaluating agent performance, identifying areas for improvement, and ensuring that your team meets organizational goals.


What's my plan?







Add-on

Quality Assurance (QA) or Workforce Engagement Management (WEM)







Summary: ◀▼
You can view and manage scorecards to evaluate agent performance, track quality, and give clear, measurable feedback. The scorecards list shows status, workspaces, categories, and last update time, and you can search or filter to find the right one. You can edit settings, duplicate scorecards, activate or deactivate them, and delete scorecards when they’re no longer needed.






Location: Zendesk QA > Settings > Scorecards

Scorecards in Zendesk QA provide a powerful tool for evaluating agent performance,
identifying areas for improvement, and ensuring that your team meets organizational goals.
A customer service quality assurance scorecard is an evaluation form, comprised of
rating categories that is used to review customer conversations as
objectively as possible. Scorecards speed up the review process while making feedback more
specific and measurable.
This article contains the following topics:

Accessing your account's scorecard
list
Editing your account’s scorecard
settings
Editing a scorecard
Duplicating a
scorecard
Activating a scorecard
Deactivating a
scorecard
Deleting a scorecard

Related articles

Accessing and managing your scorecards, categories, and
root causes
Creating scorecards



Accessing your account's scorecard list

Admins and workspace managers can view and manage scorecards.
To access your account's scorecard list

In Quality assurance, click your profile icon in the top-right
corner.
Click Settings.

In the sidebar under Account, click
Scorecards.

Click Scorecards at the top to display a list of all your scorecards.
You can view the number of categories and workspaces assigned to each
scorecard and their current status:
Active
Inactive
Deleted

Additionally, you can see when each scorecard was last updated.

Use the search box and filters at the top to find specific scorecards. You can
filter by scorecard workspace, category, or status: active, draft, or inactive.





Editing your account’s scorecard settings

You can change the format of your scorecards by using emojis instead of numbers.
Additionally, you can allow reviewers to skip categories and choose whether this applies to
all categories or if you want to specify it for each category during scorecard setup. This
functionality adds an N/A option to the rating scales within your existing
scorecards.
To edit your account scorecard settings

In Quality assurance, click your profile icon in the top-right
corner.
Click Settings.
In the sidebar under Account, click
Scorecards.
Click Settings ( ) in the top-right.

Under Edit review settings select if you want to:
Use emojis instead of numbers

Allow people to skip categories and choose if this applies to all
categories. This will ensure that all rating scales within existing scorecards include
N/A as an option, or you can specify this for
each category during scorecard setup.


Click Save changes.




Editing a scorecard

To help you get started, your account comes with a predefined default scorecard
that includes autoscoring system categories and manual categories.

You can edit its settings, customize some AutoQA system categories, and modify the settings for any categories and scorecards you created.
To edit a scorecard



Access your account's scorecard
list.

Click the name of the scorecard you want to edit.
Make your changes and then click Apply.
Click Publish.

If you remove a category from a scorecard, past reviews will no longer display the
removed category. However, removing a category does not affect historical dashboard
metrics or overall scores. Your dashboards continue to reflect accurate historical data,
including scores and trends, even after categories are removed or reused.







Duplicating a scorecard

To edit an existing scorecard without altering the original, you can make a
duplicate copy of it.
To duplicate a scorecard



Access your account's scorecards
list.

Next to the scorecard you want to copy, click the options menu ( ) and select Duplicate.

Make your changes.
Click Publish to make your new scorecard
available for use or click Save as Draft if you aren't ready to publish it.





Activating a scorecard

Inactive scorecards can't be used. To allow a scorecard to be used by your
reviewers for evaluations in its selected workspaces, you must activate it.
To mark a scorecard as active


Access your account's scorecard
list.

Next to the scorecard you want to activate, click the options menu ( ) and select Mark as active.




Deactivating a scorecard

When an active scorecard is deactivated, it is hidden from reviewers and can't be used for evaluations. However, the scorecard's historical data remains intact in the Dashboards regardless of its status.
To mark a scorecard as inactive


Access your account's scorecard
list.

Next to the scorecard you want to deactivate, click the options menu ( ) and select Mark as inactive.




Deleting a scorecard

Deleting a scorecard removes the scorecard and all its associated data
permanently from Zendesk QA.


Note: Deleted scorecards can't be recovered

To delete a scorecard

Access your account's scorecard
list.
Next to the scorecard you want to remove from Zendesk QA, click the options
menu ( ) and select Delete.



{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/8875998154906",
"url": "https://support.zendesk.com/hc/en-us/articles/8875998154906",
"headline": "Viewing and managing scorecards",
"description": "You can view, edit, duplicate, activate, deactivate, and delete scorecards, and adjust review settings such as emojis or N/A options for evaluations.",
"articleSection": "Setting up Zendesk QA",
"datePublished": "2025-02-11T14:32:58+00:00",
"dateModified": "2026-07-13T15:04:59.223308+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/8875998154906"