Understanding autoscoring categories

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<p id="docs-hc-snippet" style="display: none;">Autoscoring supports your manual review efforts by automatically evaluating and scoring customer interactions for 100% of your ticket volume based on predefinedcategories. This ensures consistent quality assessments, reduces subjectivity, and saves reviewers time, allowing them to focus on categories that need more attention.</p>
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<p id="docs-ai-summary-content">Autoscoring evaluates and scores all customer interactions automatically, helping you maintain consistent quality assessments and save time. By activating autoscoring categories, you can focus on areas needing attention. Customize or create new categories to suit your needs. Use the AutoQA dashboard to track performance trends and identify training needs across categories like empathy, tone, and comprehension.</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">Autoscoring supports your manual review efforts by automatically evaluating and
scoring customer interactions for 100% of your ticket volume based on predefined <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">categories</a>. This ensures consistent quality assessments, reduces
subjectivity, and saves reviewers time, allowing them to focus on categories that need more
attention.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_i1q_wlf_n2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_epd_qvb_42c">Overview of autoscoring
(video)</a></li>
<li class="li" dir="ltr"><a class="xref" href="#understanding_autoscoring_categories">About
autoscoring categories</a></li>
<li class="li" dir="ltr"><a class="xref" href="#creating_custom_autoqa_categories">Viewing
autoscoring in conversations</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_j1q_wlf_n2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">About rating categories for scorecards</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842" target="_blank">Viewing and managing rating categories for
scorecards</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9046364914842" target="_blank">Improving AutoQA accuracy</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_epd_qvb_42c">
<h2 class="title topictitle2" id="ariaid-title2">Overview of autoscoring (video)</h2>
<div class="body">
<p class="p" dir="ltr">In addition to the details in this article, this video provides a helpful visual
overview of autoscoring.</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="true" class="iframe" controls="controls" height="360" src="https://www.youtube.com/embed/zwS1kN1SI9Q?si=paks8t2KzSVGT3so" width="640"></iframe></div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="understanding_autoscoring_categories">
<h2 class="title topictitle2" id="ariaid-title3">About autoscoring categories</h2>
<div class="body">
<p class="p" dir="ltr">Autoscoring categories are indicated by a hologram icon (<img class="image" height="16" id="understanding_autoscoring_categories__image_kt3_z2z_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_hologram.png" width="16">). To use automatic scoring with AutoQA,
you must first turn on this feature in your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">account settings</a>. Additionally, categories must be
marked as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_wvk_pmf_q2c" target="_blank">active</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8875998154906#topic_wsw_cly_ydc" target="_blank">assigned to at least one workspace and one active
scorecard</a> to automatically evaluate and score those agents. </p>
<p class="p" dir="ltr">Zendesk Quality assurance (QA) includes several system categories that are
automatically scored when active. </p>
<p class="p" dir="ltr">By default, the following system categories receive automatic scoring in Zendesk
QA:</p>
<ul class="ul" id="understanding_autoscoring_categories__ul_ptf_klp_jkc">
<li class="li" dir="ltr"><a class="xref" href="#understanding_autoscoring_categories__greeting">Greeting</a></li>
<li class="li" dir="ltr"><a class="xref" href="#understanding_autoscoring_categories__empathy">Empathy</a></li>
<li class="li" dir="ltr"><a class="xref" href="#understanding_autoscoring_categories__spelling">Spelling and grammar</a></li>
<li class="li" dir="ltr"><a class="xref" href="#understanding_autoscoring_categories__closing">Closing</a></li>
<li class="li" dir="ltr"><a class="xref" href="#understanding_autoscoring_categories__solution">Solution offered</a></li>
<li class="li" dir="ltr"><a class="xref" href="#understanding_autoscoring_categories__tone">Tone</a></li>
<li class="li" dir="ltr"><a class="xref" href="#understanding_autoscoring_categories__readability">Readability</a></li>
<li class="li" dir="ltr"><a class="xref" href="#understanding_autoscoring_categories__comprehension">Comprehension</a></li>
</ul>
<p class="p">Admins can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9070424158106" target="_blank">customize some of these categories</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">create new custom autoscoring categories</a>.</p>
<p class="p" dir="ltr">Text-based interactions (chats and emails) are reviewed by AutoQA separately from
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759312154" target="_blank">voice calls</a>.</p>
<p class="p" dir="ltr">The languages supported for each category depend on whether LLM-based AutoQA is
turned on in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">Account settings</a>. </p>
<p class="p">Categories are evaluated only once the ticket is set to a solved or closed status.</p>
<p class="p">Each agent and bot is evaluated independently. Individual ratings are <a class="xref" href="#creating_custom_autoqa_categories">accessible in the
conversation</a> and in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019507481242#topic_b4n_tpv_q2c" target="_blank">AutoQA dashboard</a>. Conversation-level scores are
accessible using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114-Understanding-conversation-filter-types-in-Zendesk-QA#topic_vkp_t3k_dgc" target="_blank">conversation category filter</a>. Reviewable bots are
included in the conversation-level value calculation.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Turn on the <strong class="ph b">Highlight in conversation</strong> toggle within each detected
category to highlight relevant entries in the conversation.</div>
</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="understanding_autoscoring_categories__table_yzd_d1k_ydc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Category </strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description </strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b"> Score</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Languages/OpenAI-enabled</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Languages/OpenAI-disabled</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="understanding_autoscoring_categories__greeting" style="vertical-align:top;">Greeting</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Answers the question “Did the agent greet the customer?”.<p class="p">Greeting
phrases in different languages are searched in agent messages.</p>
<p class="p">Each agent
receives an individual greeting score. Agents who use a greeting receive a
positive score. Agents who don't use a greeting receive a score of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">N/A</a>, unless they're the first agent in the
conversation. If the first agent in the conversation doesn't use a greeting, that
agent receives a negative score.</p>
<p class="p">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114#topic_vkp_t3k_dgc" target="_blank">conversation greeting category</a> receives an
upvote only if all agents use a greeting. </p>
<p class="p">The Greeting AutoQA category is
available for both text and voice interactions. </p>
</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Binary: (<img class="image" id="understanding_autoscoring_categories__image_hsq_2xk_32c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_up.png" width="20"> , <img class="image" id="understanding_autoscoring_categories__image_lmv_pnf_n2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_dowm.png" width="20">) </td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">All</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">English, German, Spanish, French, Italian, Dutch, Polish,
Portuguese</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="understanding_autoscoring_categories__empathy" style="vertical-align:top;">Empathy</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">
<p class="p">Assesses whether the agent was empathetic toward the customer and their
concerns.</p>
<p class="p" dir="ltr">Each agent receives their own empathy score. </p>
<p class="p" dir="ltr">The conversation empathy category is rated positively if at least one
agent shows empathy and no agents are rated negatively for lacking it.</p>
<p class="p" dir="ltr">The conversation empathy category is rated negatively if any agent is
rated negatively for lacking empathy.</p>
<p class="p">If the system fails to evaluate empathy for an agent, they receive a score of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">N/A</a>. If it fails to evaluate empathy for
the entire conversation, all agents receive a score of N/A.</p>
<p class="p">The Empathy AutoQA category is available for both text and voice interactions.
</p>
</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Binary: (<img class="image" id="understanding_autoscoring_categories__image_jm2_snf_n2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_up.png" width="20"> , <img class="image" id="understanding_autoscoring_categories__image_km2_snf_n2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_dowm.png" width="20">) </td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">All</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Not available without OpenAI</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" id="understanding_autoscoring_categories__spelling" style="vertical-align:top;">Spelling and grammar</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Detects and highlights grammar mistakes, misspellings, and style
errors. <p class="p" dir="ltr">The number of grammar mistakes, misspellings, and style errors
found for all agents is displayed. Hovering over the highlight shows specific
information about the error. </p>
<p class="p" dir="ltr">Each agent receives their own
spelling and grammar score. </p>
</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Customizable</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">English (US),English (UK), German, French, Polish, Spanish,
Portuguese (Brazil), Portuguese (Portugal), Dutch</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">English (US),English (UK), German, French, Polish, Spanish,
Portuguese (Brazil), Portuguese (Portugal), Dutch</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="understanding_autoscoring_categories__closing" style="vertical-align:top;">Closing</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Evaluates whether the agent closed the conversation properly,
including offering further help and thanking the customer.<p class="p">Each agent receives
their own closing score. </p>
<p class="p">Agents who use a closing receive a positive score.
Agents who don't use a closing are scored as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">N/A</a>, unless they're the last agent in the
conversation. If the last agent in the conversation does not use a closing, that
agent receives a negative score. </p>
<p class="p">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114#topic_vkp_t3k_dgc" target="_blank">conversation closing category</a> receives an
upvote only if all agents use a closing. </p>
<p class="p">The Closing AutoQA category is
available for both text and voice interactions. </p>
</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Binary: (<img class="image" id="understanding_autoscoring_categories__image_fcc_tnf_n2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_up.png" width="20"> , <img class="image" id="understanding_autoscoring_categories__image_gcc_tnf_n2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_dowm.png" width="20">) </td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">All</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">English, German, Spanish, French, Italian, Dutch, Polish,
Portuguese</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="understanding_autoscoring_categories__solution" style="vertical-align:top;">Solution offered</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Identifies whether the agent proposed a solution during the
conversation.</p>
<p class="p">Each agent receives an individual solution offered score. </p>
<p class="p">Agents who offer a solution receive a positive score, while those who don’t
receive a negative score.</p>
<p class="p" dir="ltr">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114#topic_vkp_t3k_dgc" target="_blank">conversation solution offered category</a> is
rated positively if at least one agent proposes a solution and no agents fail to
provide one. It’s rated negatively if any agent fails to provide a solution.</p>
<p class="p">If the system can’t evaluate the solution offered for an agent, they receive a
score of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">N/A</a>. If it can’t evaluate the solution
offered for the entire conversation, all agents receive a score of N/A.</p>
<p class="p">The Solution AutoQA category is available for both text and voice interactions.
</p>
</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">(<img class="image" id="understanding_autoscoring_categories__image_tsz_1yy_rfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_up.png" width="20"> , <img class="image" id="understanding_autoscoring_categories__image_usz_1yy_rfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_dowm.png" width="20">), or "<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">N/A</a>" if not sure</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">All</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Not available without OpenAI</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="understanding_autoscoring_categories__tone" style="vertical-align:top;">Tone</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Recognizes tones and calculates a score based on their positive or
negative weights. </p>
<p class="p" dir="ltr">The conversation tone category is evaluated positively if at least one
agent uses a positive tone.</p>
<p class="p" dir="ltr">There are seven root categories in total, tied to tones or
emotions:</p>
<ul class="ul" id="understanding_autoscoring_categories__ul_kld_1tb_vgc">
<li class="li" dir="ltr">Cheerful: joyful, fun, excited, friendly, informal</li>
</ul>
<ul class="ul" id="understanding_autoscoring_categories__ul_lld_1tb_vgc">
<li class="li" dir="ltr">Supportive: encouraging, supportive, empathetic, appreciative,
optimistic, reassuring, accessible, helpful, informative</li>
</ul>
<ul class="ul" id="understanding_autoscoring_categories__ul_mld_1tb_vgc">
<li class="li" dir="ltr">Professional: professional, diplomatic, confident, polite,
formal</li>
</ul>
<ul class="ul" id="understanding_autoscoring_categories__ul_nld_1tb_vgc">
<li class="li" dir="ltr">Calm: calm, patient</li>
</ul>
<ul class="ul" id="understanding_autoscoring_categories__ul_old_1tb_vgc">
<li class="li" dir="ltr">Inquisitive: curious, surprised</li>
</ul>
<ul class="ul" id="understanding_autoscoring_categories__ul_pld_1tb_vgc">
<li class="li" dir="ltr">Sorry: apologetic, regretful, concerned, worried</li>
</ul>
<ul class="ul" id="understanding_autoscoring_categories__ul_qld_1tb_vgc">
<li class="li" dir="ltr">Negative: angry, sad, frustrated, accusatory</li>
</ul>
</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Customizable</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">All</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Not available without OpenAI</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="understanding_autoscoring_categories__readability" style="vertical-align:top;">Readability</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Analyzes how easily a text can be understood, considering word
complexity and sentence length.<p class="p" dir="ltr">Complex words and long sentences
highlighting can be toggled on or off. </p>
<p class="p" dir="ltr">Each agent receives their
own spelling and grammar score.</p>
</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Fixed 3-point scale</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">English, Spanish</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">English, Spanish</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" id="understanding_autoscoring_categories__comprehension" style="vertical-align:top;">Comprehension</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Checks whether the agent understood the customer's issue, possibly
requiring clarifying questions or summarizing the problem.<p class="p" dir="ltr"> The
conversation comprehension category is evaluated positively if at least one agent
is assessed as having understood the customer’s issue.</p>
<p class="p">The Comprehension
AutoQA category is available for both text and voice interactions. </p>
</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Binary: (<img class="image" id="understanding_autoscoring_categories__image_yv4_wnf_n2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_up.png" width="20"> , <img class="image" id="understanding_autoscoring_categories__image_zv4_wnf_n2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_thumbs_dowm.png" width="20">) </td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">All</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Not available without OpenAI</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="creating_custom_autoqa_categories">
<h2 class="title topictitle2" id="ariaid-title4">Viewing autoscoring in conversations</h2>
<div class="body">
<p class="p" dir="ltr">Conversations with autoscoring categories are indicated by a hologram icon (
<img class="image" id="creating_custom_autoqa_categories__image_kxy_dk1_42c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_hologram.png" width="16">) in the Conversations view.</p>
<p class="p" dir="ltr"><strong class="ph b">To access AutoQA in conversations</strong></p>
<ol class="ol" id="creating_custom_autoqa_categories__ol_d4q_jfh_xdc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <img class="image" id="creating_custom_autoqa_categories__image_o3t_dmv_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_conversations_icon.png" width="22">
<strong class="ph b">Conversations</strong> in the sidebar.</span></li>
<li class="li" dir="ltr">Select a conversation.<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114" target="_blank">use custom filters to find conversations</a> using AutoQA
categories to review.</div>
</div>
</li>
<li class="li"><span class="ph">In the sidebar on the right, click the <strong class="ph b">Feedback</strong>
icon (<img class="image" id="creating_custom_autoqa_categories__image_pkw_1y1_42c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_feedback.png" width="22">).</span></li>
<li class="li" dir="ltr">View the AutoQA autoscores under Reviews.<p class="p"><img class="image" id="creating_custom_autoqa_categories__image_xvh_gz1_42c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_feedback_reviews_autoqa.png" width="400"></p>
</li>
</ol>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019507481242" target="_blank">AutoQA dashboard</a> tracks your teams’ performance across all
AutoQA categories. It’s the best place to track trends over time and identify the training
needs of your teams and individual agents. </div>
</div>
</div>
</div>
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