Viewing and managing scorecards

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<p id="docs-hc-snippet" style="display: none;">Scorecards in Zendesk QA provide a powerful tool for evaluating agent performance, identifying areas for improvement, and ensuring that your team meets organizational goals.</p>
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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">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.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; Scorecards</div>
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<p class="p" dir="ltr">Scorecards in Zendesk QA provide a powerful tool for evaluating agent performance,
identifying areas for improvement, and ensuring that your team meets organizational goals. </p>
<p class="p" dir="ltr">A customer service quality assurance scorecard is an evaluation form, comprised of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842" target="_blank">rating categories</a> that is used to review customer conversations as
objectively as possible. Scorecards speed up the review process while making feedback more
specific and measurable. </p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_tmg_tlw_m2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_wsw_cly_ydc">Accessing your account's scorecard
list</a></li>
<li class="li"><a class="xref" href="#topic_ufd_t3n_zfc">Editing your account’s scorecard
settings</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_h51_hvk_32c">Editing a scorecard</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ows_lv2_p2c">Duplicating a
scorecard</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_cch_4xk_32c">Activating a scorecard</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ezh_syk_32c">Deactivating a
scorecard</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_fw3_bbl_32c">Deleting a scorecard</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_xxp_wpk_32c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_fbm_xnf_zdc" target="_blank">Accessing and managing your scorecards, categories, and
root causes</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">Creating scorecards</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wsw_cly_ydc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing your account's scorecard list</h2>
<div class="body">
<p class="p" dir="ltr">Admins and workspace managers can view and manage scorecards.</p>
<p class="p" dir="ltr"><strong class="ph b">To access your account's scorecard list</strong></p>
<ol class="ol" id="topic_wsw_cly_ydc__ol_p13_rrk_32c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong>.</span></li>
<li class="li" dir="ltr">
<span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click
<strong class="ph b">Scorecards</strong>.</span><p class="p"><img class="image" id="topic_wsw_cly_ydc__image_z1f_mf2_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_account_settings_scorecards.png" width="800"></p>
</li>
<li class="li">Click <strong class="ph b">Scorecards</strong> at the top to display a list of all your scorecards.</li>
<li class="li" dir="ltr">You can view the number of categories and workspaces assigned to each
scorecard and their current status:<ul class="ul" id="topic_wsw_cly_ydc__ul_xqk_b4m_phc">
<li class="li" dir="ltr"><strong class="ph b"><a class="xref" href="#topic_cch_4xk_32c">Active</a></strong></li>
<li class="li" dir="ltr"><strong class="ph b"><a class="xref" href="#topic_ezh_syk_32c">Inactive</a></strong></li>
<li class="li" dir="ltr"><strong class="ph b"><a class="xref" href="#topic_fw3_bbl_32c">Deleted</a></strong></li>
</ul>
<p class="p" dir="ltr">Additionally, you can see when each scorecard was last updated.
</p>
<p class="p">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.</p>
</li>
</ol>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ufd_t3n_zfc">
<h2 class="title topictitle2" id="ariaid-title3">Editing your account’s scorecard settings</h2>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786-About-the-Zendesk-QA-Reviews-dashboard-calculations#topic_y5g_2cj_4fc" target="_blank">N/A</a> option to the rating scales within your existing
scorecards.</p>
<p class="p"><strong class="ph b">To edit your account scorecard settings</strong></p>
<ol class="ol" id="topic_ufd_t3n_zfc__ol_hqk_1jn_zfc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click
<strong class="ph b">Scorecards</strong>.</span></li>
<li class="li">Click <strong class="ph b">Settings</strong> (<img class="image" height="17" id="topic_ufd_t3n_zfc__image_yvr_m4m_phc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings.png" width="20">) in the top-right. <p class="p"><img class="image" id="topic_ufd_t3n_zfc__image_hkb_4kn_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_edit_review_settings.png" width="400"></p>
</li>
<li class="li">Under<strong class="ph b"> Edit review settings</strong> select if you want to:<ul class="ul" id="topic_ufd_t3n_zfc__ul_zs3_rkn_zfc">
<li class="li" dir="ltr"><strong class="ph b">Use emojis instead of numbers</strong></li>
<li class="li" dir="ltr">
<strong class="ph b">Allow people to skip categories</strong> and choose if this applies to all
categories. This will ensure that all rating scales within existing scorecards include
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786-About-the-Zendesk-QA-Reviews-dashboard-calculations#topic_y5g_2cj_4fc" target="_blank">N/A</a> as an option, or you can specify this for
each category during <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">scorecard setup</a>.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_h51_hvk_32c">
<h2 class="title topictitle2" id="ariaid-title4">Editing a scorecard</h2>
<div class="body">
<p class="p" dir="ltr">To help you get started, your account comes with a predefined default scorecard
that includes <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#understanding_autoscoring_categories" target="_blank">autoscoring system categories</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10301342601626" target="_blank">manual categories</a>.</p>
<p class="p"><img class="image" id="topic_h51_hvk_32c__image_syd_bmy_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_create_scorecard_default.png" width="800"></p>
<p class="p" dir="ltr">You can edit its settings, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_cch_4xk_32c" target="_blank">customize some AutoQA system categories</a>, and modify the settings for any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_h51_hvk_32c" target="_blank">categories</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">scorecards</a> you created. </p>
<p class="p" dir="ltr"><strong class="ph b">To edit a scorecard</strong></p>
<div class="p">
<ol class="ol" id="topic_h51_hvk_32c__ol_bh2_p52_p2c">
<li class="li">
<a class="xref" href="#topic_wsw_cly_ydc">Access your account's scorecard
list.</a>
</li>
<li class="li" dir="ltr">Click the name of the scorecard you want to edit. </li>
<li class="li">Make your changes and then click <strong class="ph b">Apply</strong>.</li>
<li class="li">Click <strong class="ph b">Publish</strong>.<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> If you remove a category from a scorecard, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418#topic_fw3_bbl_32c" target="_blank">past reviews</a> will no longer display the
removed category. However, removing a category does not affect historical dashboard
metrics or overall scores. Your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">dashboards</a> continue to reflect accurate historical data,
including scores and trends, even after categories are removed or reused.</div>
</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ows_lv2_p2c">
<h2 class="title topictitle2" id="ariaid-title5">Duplicating a scorecard</h2>
<div class="body">
<p class="p" dir="ltr">To edit an existing scorecard without altering the original, you can make a
duplicate copy of it.</p>
<p class="p" dir="ltr"><strong class="ph b">To duplicate a scorecard</strong></p>
<div class="p">
<ol class="ol" id="topic_ows_lv2_p2c__ol_lnr_4v2_p2c">
<li class="li">
<a class="xref" href="#topic_wsw_cly_ydc">Access your account's scorecards
list.</a>
</li>
<li class="li" dir="ltr">Next to the scorecard you want to copy, click the options menu (<img class="image" id="topic_ows_lv2_p2c__image_tpr_fw2_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Duplicate</strong>. <p class="p"><img class="image" id="topic_ows_lv2_p2c__image_v4q_skf_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_reviews_scorecards.png" width="800"></p>
</li>
<li class="li" dir="ltr">Make your changes.</li>
<li class="li"> Click <strong class="ph b">Publish</strong> to make your new scorecard
available for use or click <strong class="ph b">Save as Draft</strong> if you aren't ready to publish it.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_cch_4xk_32c">
<h2 class="title topictitle2" id="ariaid-title6">Activating a scorecard</h2>
<div class="body">
<p class="p" dir="ltr">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. </p>
<p class="p" dir="ltr"><strong class="ph b">To mark a scorecard as active</strong></p>
<ol class="ol" id="topic_cch_4xk_32c__ol_ilr_2y2_p2c">
<li class="li">
<a class="xref" href="#topic_wsw_cly_ydc">Access your account's scorecard
list.</a>
</li>
<li class="li" dir="ltr">Next to the scorecard you want to activate, click the options menu (<img class="image" id="topic_cch_4xk_32c__image_jlr_2y2_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Mark as active</strong>. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ezh_syk_32c">
<h2 class="title topictitle2" id="ariaid-title7">Deactivating a scorecard</h2>
<div class="body">
<p class="p" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Dashboards</a> regardless of its status.</p>
<p class="p" dir="ltr"><strong class="ph b">To mark a scorecard as inactive</strong></p>
<ol class="ol" id="topic_ezh_syk_32c__ol_iky_hy2_p2c">
<li class="li">
<a class="xref" href="#topic_wsw_cly_ydc">Access your account's scorecard
list.</a>
</li>
<li class="li" dir="ltr">Next to the scorecard you want to deactivate, click the options menu (<img class="image" id="topic_ezh_syk_32c__image_wx1_gmf_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Mark as inactive</strong>. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_fw3_bbl_32c">
<h2 class="title topictitle2" id="ariaid-title8">Deleting a scorecard</h2>
<div class="body">
<p class="p" dir="ltr">Deleting a scorecard removes the scorecard and all its associated data
permanently from Zendesk QA. </p>
<div class="p" dir="ltr">
<div class="note note">
<span class="notetitle">Note:</span> Deleted scorecards can't be recovered</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To delete a scorecard</strong></p>
<ol class="ol" id="topic_fw3_bbl_32c__ol_y2s_ly2_p2c">
<li class="li"><a class="xref" href="#topic_wsw_cly_ydc">Access your account's scorecard
list.</a></li>
<li class="li" dir="ltr">Next to the scorecard you want to remove from Zendesk QA, click the options
menu (<img class="image" id="topic_fw3_bbl_32c__image_z2s_ly2_p2c" 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>
</ol>
</div>
</div>
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