Viewing and managing root causes for review scores

Use root causes to enhance review score feedback by detailing reasons for negative ratings. Admins and account managers can create, edit, or delete root causes to improve team and agent performance analysis. Access root causes through the Scorecards settings, and utilize dashboards to identify and address underlying issues in customer interactions, facilitating targeted coaching and resolution.




Location: Zendesk QA > Settings > Scorecards

Root causes prompt reviewers to provide more details on their feedback for a
category. This is particularly helpful for negative feedback. For example, if a reviewer gives
a negative rating for tone, they can specify the reasons using predefined choices or by using
a freeform comment.

Root causes are created and added during scorecard creation. Admins and account managers can create
new root causes or select existing ones to include in categories. To create a new root cause,
they must select Add root causes to explain rating, enter the new root cause name, and select
Create.
Use dashboards to analyze root causes and understand the underlying
issues that affect customer interactions at both the team and agent levels. This facilitates
targeted coaching and issue resolution.
This article contains the following topics:

Accessing root causes
Editing root causes
Deleting root causes

Related articles

Creating scorecards



Accessing root causes

From the Root causes page, you can view each root cause's name and how many
categories they are assigned to. The list also indicates when each root cause was last
updated.
You can use the search field at the top of the list to find a root cause by name,
or you can filter the list to show only root causes assigned to a specific category.
You must be an admin or an account manager to view and manage root causes.
To access your root causes


In Quality assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
In the sidebar under Account, click
Scorecards.
Click Root causes at the top to display a list of all your root
causes.






Editing root causes

Updates to root causes apply to all categories that include this root cause and the evaluation of future conversations.
To edit a root cause



Access your root causes.
Click the name of the root cause you want to edit.
Change your root cause name.
Click Save changes.





Deleting root causes

Deleting root causes is permanent. This action removes the root cause from all categories
and erases all associated data from reports.
To edit a root cause



Access your root causes.
Next to the root cause you want to remove, click the options menu ( ) and select Delete.

Click Delete root cause.