Creating scorecards

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<p id="docs-hc-snippet" style="display: none;">Scorecardsin 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-content">Create scorecards to evaluate agent performance and identify improvement areas. You can add categories, set rating scales, and define weights to highlight important aspects of customer interactions. Use conditional scorecards to streamline reviews based on specific criteria, and add root causes for detailed feedback. Once set up, publish your scorecard to start enhancing your team's quality assurance process.</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"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8875998154906" target="_blank">Scorecards</a> 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">Admins can create new scorecards.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a new scorecard</strong></p>
<ol class="ol" id="topic-1__ol_zrx_nxx_m2c">
<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">Create</strong> and select <strong class="ph b">Scorecard</strong>.</li>
<li class="li">Enter a <strong class="ph b">Name</strong> for the scorecard. <p class="p"><img class="image" id="topic-1__image_uj5_y1f_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_create_scorecard.png" width="800"></p>
</li>
<li class="li" dir="ltr">Under <strong class="ph b">Workspaces</strong>, select the workspaces you want to review manually with
this scorecard.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Workspaces with AutoQA enabled</strong>, select the workspaces you want to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">autoscore</a> with this scorecard. </li>
<li class="li" dir="ltr">(Optional) Click <strong class="ph b">Add group section </strong>to organize your scorecard’s
categories.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add category</strong> to select the categories to include in the scorecard.
<p class="p">You can create a new category by typing a name and selecting <strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">Create category</a></strong>. </p>
</li>
<li class="li" dir="ltr">Select a <strong class="ph b">Rating scale</strong>. <p class="p" dir="ltr">Smaller scales work best for quick,
consistent reviews across a large volume of tickets, while larger scales provide nuance
and are better suited for coaching and improving quality. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#category_scores" target="_blank">Understanding how category scores are
calculated</a>.</p>
<p class="p" dir="ltr">The following rating scales are available:</p>
<ul class="ul" id="topic-1__ul_nlc_pyx_m2c">
<li class="li" dir="ltr">
<strong class="ph b">Binary</strong>: A binary scale is the fastest and most consistent scale
because it has only two options: <em class="ph i">good</em> and <em class="ph i">bad</em>. It is ideal for large
volumes where speed is important. </li>
<li class="li" dir="ltr">
<strong class="ph b">3-point</strong>: A 3-point scale can still be graded quickly but adds a
little more nuance by including a middle option of <em class="ph i">satisfactory</em> in addition to
<em class="ph i">good</em> and <em class="ph i">bad</em>. </li>
<li class="li" dir="ltr">
<strong class="ph b">4-point</strong>: A 4-point scale encourages critical thinking by requiring a
decisive assessment of <em class="ph i">good</em>, <em class="ph i">slightly good</em>, <em class="ph i">slightly bad</em>, or
<em class="ph i">bad</em> without a neutral option. </li>
<li class="li" dir="ltr">
<strong class="ph b">5-point</strong>: A 5-point scale offers more detailed feedback and resembles
the academic grading system (A = 5, B = 4, and so on). The drawback of this type of
scale is that grading can often take longer, since there is more for your reviewers to
consider. <div class="p" dir="ltr">
<div class="note attention">
<span class="attentiontitle"></span> Clicking Settings in the top-right corner allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8875998154906#topic_ufd_t3n_zfc" target="_blank">use emojis instead of numbers and allow users to
skip categories, by including N/A as an option</a>. </div>
</div>
</li>
</ul>
</li>
<li class="li">Specify a <strong class="ph b">Weight</strong> for the category to define its importance relative to other
categories. This value must be an integer between 0 and 100. The default weight for a new
category is 10. <p class="p" dir="ltr">Adjusting the weight of different categories can highlight what
is most important to your company when responding to customer requests. For example, you
might give the root cause a higher weight than documentation if you think understanding
the root cause is more important. </p>
<p class="p"><img class="image" id="topic-1__image_epw_hkf_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_category_weight.png" width="800"></p>
<p class="p" dir="ltr">When you hover over the category
weight, it displays how it translates to the overall quality score as a
percentage.</p>
</li>
<li class="li">(Optional) Select <strong class="ph b">Critical category</strong> if this category is important enough to fail
the review. Critical rating categories are those where a rating below 50% results in an
automatic failure for all categories, leading to a score of 0%. This is useful for tracking
regulatory compliance, for example.<p class="p">If the category is part of a group, select whether the
failure of this category:</p>
<ul class="ul" id="topic-1__ul_jpd_szx_m2c">
<li class="li" dir="ltr">
<strong class="ph b">Fails the whole review</strong>: All categories in the review are failed and
the review score is 0%.</li>
<li class="li" dir="ltr">
<strong class="ph b">Fails the group only</strong>: Only other categories in the group fail.</li>
</ul>
</li>
<li class="li">(Optional) Select <strong class="ph b">Only show on the scorecard under certain conditions</strong> to narrow the
scope of what this scorecard is used for. For example, if you are reviewing a conversation
with a <em class="ph i">Satisfaction Score of 3</em>, your <em class="ph i">Product Knowledge </em>Rating Category will be
available for grading. Setting up conditional scorecards saves time as you don't need to
manually select the scorecard each time you review a conversation.<p class="p" dir="ltr">You can
create conditions that the conversation must meet for the scorecard to be automatically
selected based on the following criteria:</p>
<ul class="ul" id="topic-1__ul_s4d_5yn_q2c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114#h_4e27ce74b3" target="_blank">Source type</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">Conversation channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Help desk tag</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7689997846554" target="_blank">Satisfaction score (CSAT)</a></li>
</ul>
<p class="p" dir="ltr">If no condition is selected the scorecard needs to be manually selected
when you are reviewing conversations. </p>
</li>
<li class="li">(Optional) Select <strong class="ph b">Add root causes to explain rating</strong> to prompt reviewers to provide
more details on their feedback for the category. This is particularly helpful for negative
feedback.<p class="p">When selected, you can:</p>
<ul class="ul" id="topic-1__ul_pqf_wwk_32c">
<li class="li">Specify separate lists of predefined <strong class="ph b">Root causes</strong> that are available for
negative ratings (<img class="image" id="topic-1__image_jjf_bby_m2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_dowm.png" width="20">) and positive ratings (<img class="image" id="topic-1__image_hsq_2xk_32c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_up.png" width="20">). <div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Select from the list or create a new root cause by typing a
name and pressing Enter or clicking <strong class="ph b">Create</strong>. <p class="p" dir="ltr">You can also add
multiple root causes at once by specifying a tier and sub-tier name. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759820826" target="_blank">Viewing and managing root causes for review
scores</a>.</p>
</div>
</div>
</li>
<li class="li">Select whether you want to provide reviewers with an <strong class="ph b">‘Other’ option</strong> and comment
field where they can provide their own, non-standard root cause.</li>
<li class="li">Select whether you want to allow reviewers to add <strong class="ph b">Allow selecting multiple root
causes</strong> for this category.</li>
</ul>
</li>
<li class="li">Click<strong class="ph b"> Apply</strong>.</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>
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