Viewing and managing rating categories for scorecards

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.


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Summary: ◀▼
You can view, edit, activate, deactivate, and delete rating categories used to assess customer conversations and calculate quality scores. Categories include system, manual, exact text-match, and AI prompt-based types. Managing these categories helps tailor evaluations, improve scoring accuracy, and maintain relevant insights for quality assurance and performance tracking in customer support.






Location: Zendesk QA > Settings > Scorecards

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.
To help you get started, your account comes with a predefined default scorecard that includes
autoscoring system categories and manual categories.
Changes made to categories apply to future conversations only.
This article contains the following topics:

Accessing your account's rating
categories
Editing manual and exact
text-match categories
Editing prompt-based AI insight
categories
Activating a category
Deactivating a category
Deleting a category

Related articles

Accessing and managing your scorecards, categories, and
root causes
About rating categories for scorecards
Customizing AutoQA system categories



Accessing your account's rating categories

Admins and account managers can view and manage categories.
To access your scorecard categories

In Quality assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
In the sidebar under Account, click
Scorecards.
Click Categories at the top to display a list of all your
categories.
From this list, you can do the
following

View each category’s type. Categories that use autoscoring are indicated by a hologram icon
( ):

System: Predefined autoscoring
categories ( ). System categories can’t be
edited. However, admins and account managers can customize the Spelling and
grammar, Greeting, and Closing system categories to identify or ignore specific
keywords or phrases in conversations. See Customizing AutoQA system categories.

Exact text-match: User-defined
autoscoring categories ( ) that are assessed based on
exact text matches.

Manual: User-defined and scored
categories.

Prompt-based: User-defined
autoscoring categories ( ) that use the latest AI models
and human-language prompts to provide AI-powered quality scoring and risk
detection.


See how many scorecards use each category.
See whether each category is active or inactive.

Note: If a prompt-based category produces over 95% N/A (Not applicable) results for 7
consecutive days, it’s automatically marked as inactive and displays an attention icon ( ). You must update your prompt to gather
relevant insights before marking it
as active again.


See when each category was last updated.
Search for categories by name.
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).






Editing manual and exact text-match rating categories

Admins and account managers can edit manual and exact text-match categories.
Changes made to the name and description of a category do not affect its reporting.
To edit a manual or exact text-match category


Access your account's rating
categories.
Under Type, select Manual or Exact text-match.
Click the name of the category you want to change.
(Optional) Change the Name and Description of your category.
(Optional) Adjust the filter settings and scores for your exact text-match category.

Click Save changes.





Editing prompt-based AI insight categories

Once you have created prompt-based AI insight categories, you can edit, modify,
or validate them as needed.
Admins and account managers can edit prompt-based categories.
To edit a prompt-based AI insight category


Access your account's rating
categories.
Under Type, select Prompt-based.
Click the name of the category you want to change.
Edit your prompt as needed.
(Optional) If the AI suggestions toggle is turned off in your Account
settings, click Validate to receive feedback and tips on how to improve
your prompt without changing it.
(Optional) If the AI suggestions toggle is turned on in your Account
settings, click Enhance to refine the core intent of your prompt.
Test your prompt.
Click Save changes.





Activating a category

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.
To mark a category as active

Access your account's rating
categories.
Click the options menu ( ) next to the category you want to activate and
select Mark as active.





Deactivating a category

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.
Past reviews 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 dashboards continue to reflect accurate historical data, including
scores and trends, even after categories are removed.
To mark a category as inactive

Access your account's rating
categories.
Next to the category you want to deactivate, click the options menu ( ) and select Mark as inactive.





Deleting a category

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.


Note: Deleting a category erases all category data from reporting. Once deleted, you
can't restore the category or its data.

To delete a category

Access your account's rating
categories.
Next to the category you want to delete from Zendesk QA, click the options
menu ( ) and select Delete.



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