Customizing AutoQA system categories

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<p id="docs-hc-snippet" style="display: none;">To help you get started, your account comes with apredefined default scorecardthat includesautoscoring system categoriesandmanual categories.</p>
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<strong>Add-on</strong>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Customize AutoQA system categories to match your brand and reduce false flags in conversation scoring. You can add, edit, or delete spelling and grammar exemptions, approved greetings, and approved closings, including bulk changes and language settings. These updates apply to future conversations and help you manage text and voice QA reviews with better control.</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">To help you get started, your account comes with a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8875998154906#topic_h51_hvk_32c" target="_blank">predefined default scorecard</a> that includes <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">autoscoring system categories</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_h51_hvk_32c" target="_blank">manual categories</a>.</p>
<p class="p" dir="ltr">You can customize the following AutoQA system categories to identify or ignore
specific keywords or phrases in conversations: Spelling and grammar, Greeting, and
Closing.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_glf_h3c_w2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_abs_vsz_m2c">Customizing the Spelling and
grammar category</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_h2l_z3c_r2c">Customizing the Greeting
category</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_tpy_z3c_r2c">Customizing the Closing
category</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_hlf_h3c_w2c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842" target="_blank">Viewing and managing categories</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">Understanding autoscoring categories</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_abs_vsz_m2c">
<h2 class="title topictitle2" id="ariaid-title2">Customizing the Spelling and grammar category</h2>
<div class="body">
<p class="p" dir="ltr">In this category, AutoQA analyzes grammar, spelling, and style mistakes in both
agent and bot interactions. </p>
<div class="p" dir="ltr">You can add and manage a list of words and phrases you’d like AutoQA to ignore as
spelling and grammar mistakes. Specifically, you can make the following changes to the Spelling and grammar system
category:<ul class="ul" id="topic_abs_vsz_m2c__ul_anl_1v2_w2c">
<li class="li"><a class="xref" href="#topic_abs_vsz_m2c__ol_ngm_3mz_p2c">Add
an exemption</a></li>
<li class="li"><a class="xref" href="#topic_abs_vsz_m2c__ol_v5z_lhm_52c">Edit
an exemption</a></li>
<li class="li"><a class="xref" href="#topic_abs_vsz_m2c__ol_ccl_2sb_v2c">Delete
an exemption</a></li>
</ul>
</div>
<p class="p" dir="ltr">Changes made apply to future conversations.</p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> If you need to delete or change the language of multiple exemptions at
once, see <a class="xref" href="#topic_qkd_ljc_w2c">Bulk editing and deleting exemptions, greetings, and closings</a>.</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To add an exemption</strong></p>
<p class="p">Admins and workspace managers can add up to 300 exemptions for spelling and grammar. </p>
<ol class="ol" id="topic_abs_vsz_m2c__ol_ngm_3mz_p2c">
<li class="li"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Spelling and grammar</strong> category.</li>
<li class="li">Click <strong class="ph b">Add exemption</strong>.<p class="p"><img class="image" id="topic_abs_vsz_m2c__image_bvr_xhm_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_add_exemption.png" width="400"></p>
</li>
<li class="li">Select the applicable languages from the dropdown menu.</li>
<li class="li">Enter the words and phrases you’d like AutoQA to ignore as spelling or grammar mistakes,
separated by a line break.</li>
<li class="li">Click <strong class="ph b">Add exemptions</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To edit an exemption</strong></p>
<ol class="ol" id="topic_abs_vsz_m2c__ol_v5z_lhm_52c">
<li class="li" dir="ltr"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Spelling and grammar</strong> category.</li>
<li class="li">Next to the exemption word or phrase you want to edit, click the options menu (<img class="image" id="topic_abs_vsz_m2c__image_y5z_lhm_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Edit</strong>. <p class="p"><img class="image" id="topic_abs_vsz_m2c__image_tbk_sjm_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_edit_spelling_and_grammar_category.png" width="600"></p>
</li>
<li class="li">Change the exemption and its applicable languages, then click <strong class="ph b">Save changes</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To delete an exemption</strong></p>
<ol class="ol" id="topic_abs_vsz_m2c__ol_ccl_2sb_v2c">
<li class="li"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Spelling and grammar</strong> category.</li>
<li class="li">Next to the exemption word or phrase you want to remove, click the options menu (<img class="image" id="topic_abs_vsz_m2c__image_xzy_1df_w2c" 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>
<li class="li">Click <strong class="ph b">Delete exemption</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_h2l_z3c_r2c">
<h2 class="title topictitle2" id="ariaid-title3">Customizing the Greeting category</h2>
<div class="body">
<p class="p" dir="ltr">In this category, you can add approved greetings that align with your brand and
service standards. </p>
<p class="p" dir="ltr">Note that once you add an approved greeting or a list of approved greetings for a
specific language or for all languages, AutoQA only looks for these approved greetings for
positive evaluations. Greetings are not translated. If necessary, you must manually add the
expected greeting for each language. Selecting All languages means you expect that exact
greeting to be used for all detected languages. For example, if you add the approved
greeting "Bom dia" for All languages and the first agent in the conversation greets the
customer with "Buenos días," the detected language is Spanish, and the agent receives a
downvote for not using "Bom dia" in Portuguese.</p>
<p class="p" dir="ltr">When you don’t add any approved greetings for All languages, agents are evaluated
only for the specific languages where you add greetings.</p>
<div class="p" dir="ltr">The Greeting AutoQA category is available for both text and voice interactions. Specifically, you can do the following in the Greeting system category:<ul class="ul" id="topic_h2l_z3c_r2c__ul_b3k_5z2_w2c">
<li class="li"><a class="xref" href="#topic_h2l_z3c_r2c__ol_i2l_z3c_r2c">Add a greeting</a></li>
<li class="li"><a class="xref" href="#topic_h2l_z3c_r2c__ol_nvx_4dn_52c">Edit an approved
greeting</a></li>
<li class="li"><a class="xref" href="#topic_h2l_z3c_r2c__ol_lqj_ftb_v2c">Delete an approved
greeting</a></li>
</ul>
</div>
<p class="p" dir="ltr">Changes made apply to future conversations.</p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> If you need to delete or change the language of multiple greetings at
once, see <a class="xref" href="#topic_qkd_ljc_w2c">Bulk editing and deleting exemptions, greetings, and closings</a>.</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To add an approved greeting</strong></p>
<p class="p">Admins and workspace managers can add up to 200 approved greetings. </p>
<ol class="ol" id="topic_h2l_z3c_r2c__ol_i2l_z3c_r2c">
<li class="li" dir="ltr"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Greeting</strong> category.</li>
<li class="li">Click <strong class="ph b">Add greeting</strong>.<p class="p"><img class="image" id="topic_h2l_z3c_r2c__image_kxb_dmm_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_add_greeting.png" width="400"></p>
</li>
<li class="li">Select the applicable languages from the dropdown menu.</li>
<li class="li" dir="ltr">Enter a greeting of up to 300 characters. <p class="p" dir="ltr"> To add a variable,
enter a forward slash (/) and then add the variable <code class="ph codeph"><strong class="ph b">{..}</strong></code>. This
variable is a dynamic content placeholder that can be used to represent any name. For
example, <code class="ph codeph">Hello {··}!</code>
</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add greeting</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To edit an approved greeting</strong></p>
<ol class="ol" id="topic_h2l_z3c_r2c__ol_nvx_4dn_52c">
<li class="li"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Greeting</strong> category.</li>
<li class="li"> Next to the approved greeting you want to edit, click the options menu (<img class="image" id="topic_h2l_z3c_r2c__image_ktz_l2f_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Edit</strong>.<p class="p"><img class="image" id="topic_h2l_z3c_r2c__image_c53_kff_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_edit_greeting.png" width="600"></p>
</li>
<li class="li">Change the greeting and its applicable languages, then click <strong class="ph b">Save changes</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To delete an approved greeting</strong></p>
<ol class="ol" id="topic_h2l_z3c_r2c__ol_lqj_ftb_v2c">
<li class="li" dir="ltr"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Greeting</strong> category.</li>
<li class="li"> Next to the approved greeting you want to remove, click the options menu (<img class="image" id="topic_h2l_z3c_r2c__image_qwn_tff_w2c" 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>
<li class="li">Click <strong class="ph b">Delete greeting</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tpy_z3c_r2c">
<h2 class="title topictitle2" id="ariaid-title4">Customizing the Closing category</h2>
<div class="body">
<p class="p" dir="ltr">AutoQA analyzes if the agent or bot wrapped up the conversation. </p>
<p class="p" dir="ltr">You can define your own sign-offs that align with your brand and service
standards. Once added, AutoQA will only detect approved closings.</p>
<div class="p" dir="ltr">The Closing AutoQA category is available for both text and voice interactions. Specifically, you can do the following in the Closing category:<ul class="ul" id="topic_tpy_z3c_r2c__ul_pwj_21f_w2c">
<li class="li"><a class="xref" href="#topic_tpy_z3c_r2c__ol_upy_z3c_r2c">Add a closing</a></li>
<li class="li"><a class="xref" href="#topic_tpy_z3c_r2c__ol_p3s_t3n_52c">Edit an approved
closing</a></li>
<li class="li"><a class="xref" href="#topic_tpy_z3c_r2c__ol_hrt_qxb_v2c">Delete an approved
closing</a></li>
</ul>
</div>
<p class="p" dir="ltr">Changes made apply to future conversations.</p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> If you need to delete or change the language of multiple closings at
once, see <a class="xref" href="#topic_qkd_ljc_w2c">Bulk editing and deleting exemptions, greetings, and closings</a>.</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To add a new approved closing</strong></p>
<p class="p">Admins and workspace managers can add up to 200 approved closings. </p>
<ol class="ol" id="topic_tpy_z3c_r2c__ol_upy_z3c_r2c">
<li class="li" dir="ltr"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Closing</strong> category.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add closing</strong>.<p class="p"><img class="image" id="topic_tpy_z3c_r2c__image_f4t_d3n_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_add_closing.png" width="400"></p>
</li>
<li class="li" dir="ltr">Select the applicable languages from the dropdown menu.</li>
<li class="li" dir="ltr">Enter an approved closing of up to 300 characters. <p class="p" dir="ltr"> To add a
variable, enter a forward slash (/) and then add the variable
<code class="ph codeph"><strong class="ph b">{..}</strong></code>. This variable is a dynamic content placeholder that can
be used to represent any name. For example, <code class="ph codeph">Take care, {··}!</code>
</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add closing</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To edit an approved closing</strong></p>
<ol class="ol" id="topic_tpy_z3c_r2c__ol_p3s_t3n_52c">
<li class="li" dir="ltr"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Closing</strong> category.</li>
<li class="li">Next to the approved closing you want to edit, click the options menu (<img class="image" id="topic_tpy_z3c_r2c__image_gwh_bhf_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Edit</strong>.<p class="p"><img class="image" id="topic_tpy_z3c_r2c__image_asf_lhf_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_edit_closing.png" width="600"></p>
</li>
<li class="li">Change the closing and its applicable languages, then click <strong class="ph b">Save changes</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To delete an approved closing</strong></p>
<ol class="ol" id="topic_tpy_z3c_r2c__ol_hrt_qxb_v2c">
<li class="li" dir="ltr"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Closing</strong> category.</li>
<li class="li">Next to the approved closing you want to remove, click the options menu (<img class="image" id="topic_tpy_z3c_r2c__image_tv3_rhf_w2c" 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>
<li class="li">Click <strong class="ph b">Delete closing</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_qkd_ljc_w2c">
<h2 class="title topictitle2" id="ariaid-title5">Bulk editing and deleting exemptions, greetings, and closings</h2>
<div class="body">
<div class="p" dir="ltr">There are some changes you can make in bulk to exemptions, greetings, and closings. Specifically, you can:
<ul class="ul">
<li class="li"><a class="xref" href="#topic_qkd_ljc_w2c__ol_amg_4jc_w2c">Change the language of multiple exemptions, greetings, or closings</a></li>
<li class="li"><a class="xref" href="#topic_qkd_ljc_w2c__ol_m22_j4c_w2c">Delete multiple exemptions, greetings, or closings</a></li>
</ul>
</div>
<p class="p" dir="ltr"><strong class="ph b">To change the language for multiple exemptions, greetings, and closings in
bulk</strong></p>
<div class="p">
<ol class="ol" id="topic_qkd_ljc_w2c__ol_amg_4jc_w2c">
<li class="li"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Spelling and grammar</strong>, the <strong class="ph b">Greeting</strong>, or
the <strong class="ph b">Closing </strong>category.</li>
<li class="li">Select the exemptions, greetings, or closings for which you want to change the
language, or select the entire list by clicking the checkbox in the top left
corner.<p class="p"><img class="image" id="topic_qkd_ljc_w2c__image_iln_lnc_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_edit_closing_bulk.png" width="600"></p>
</li>
<li class="li">A toolbar appears at the bottom of the list. Click <strong class="ph b">Languages</strong>.</li>
<li class="li">Select or deselect the languages to apply for your selected exemptions, greetings or
closings. Your changes are automatically applied.</li>
<li class="li">To close the <strong class="ph b">Languages</strong> selection box, click outside of it.</li>
</ol>
</div>
<p class="p" dir="ltr"><strong class="ph b">To delete multiple exemptions, greetings, and closings in bulk</strong></p>
<div class="p">
<ol class="ol" id="topic_qkd_ljc_w2c__ol_m22_j4c_w2c">
<li class="li" dir="ltr"><span class="ph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_izk_m2y_m2c" target="_blank">Access your account's rating categories.</a>
</span></li>
<li class="li" dir="ltr">Click the name of the <strong class="ph b">Spelling and grammar</strong>, the <strong class="ph b">Greeting</strong>, or
the <strong class="ph b">Closing </strong>category.</li>
<li class="li">Select the exemptions, greetings, or closings you want to delete, or select the entire
list by clicking the checkbox in the top left corner.</li>
<li class="li">A toolbar appears at the bottom of the list. Click <strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete exemptions</strong> to permanently delete your selected exemptions,
greetings, or closings.</li>
</ol>
</div>
</div>
</div>
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