Creating AI prompt-based rating categories

In Zendesk QA, whilespotlight insightsflag tickets,rating categoriesscore agents.


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Quality Assurance (QA) or Workforce Engagement Management (WEM)







Summary: ◀▼
Create AI prompt-based rating categories to score agent conversations with natural language prompts, custom templates, and rating scales. You can test and refine prompts, use AI suggestions or validation, and track prompt history before adding the category to scorecards. Up to 10 active AI prompt-based categories and spotlight insights are allowed per account.






Location: Zendesk QA > Settings > AI

In Zendesk QA, while spotlight insights flag tickets, rating categories score agents.
In addition to the system categories, manual categories, and exact text-match categories, admins and workspace managers can create
AI prompt-based rating categories.
All rating categories allow you to effectively assess customer conversations.
However, by using AI prompt-based categories, you can ask targeted questions about
conversations using natural language and automatically score them based on your criteria.
Zendesk QA prompt-based AI insights leverage the latest AI models, letting you
create custom AI rating categories from scratch or choose from our ready-to-use AI prompt templates. The AI Prompt category criteria
define the agent's behavior.


Tip: To ensure proper functionality, both the Automatic scoring with
AutoQA and the LLM-based AutoQA account settings must be turned on.

Related articles

About AI insights in Zendesk QA
Best practices for creating AI insights prompts in Zendesk
QA
Creating AI prompt-based spotlight insights

Admins and workspace managers can have up to 10 active AI prompt-based rating
categories and AI prompt-based spotlight insights per account. When you reach this limit, you
must either mark one as inactive or delete it before you can create or activate more.
To create a custom AI prompt-based rating category



In Quality assurance, click your profile icon in the top-right
corner.
Click Settings.
In the sidebar under Account, click AI.
Click Create AI insight.
Select the Prompt-based AI insight type.
Enter an AI insight name.
(Optional) Click Prompt templates to select a template from our ready-to-use
AI prompt templates, then click Use template.
Customize any template to fit your specific needs or create a new prompt from
scratch:
In What do you want to detect?, clearly describe what this insight
should identify and accomplish. Specify that the focus is on the behavior of agents
and use objective, measurable language. You can enter up to 2,000 characters.

Be sure to follow our best practices for writing prompts for AI insights to ensure
your insights are accurate and actionable.

Select a Rating scale. 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 Understanding how category scores are
calculated.
The following rating scales are available:

Tip: You can edit your account’s scorecard settings to
use numbers instead of emojis.


Binary: A binary scale is the fastest and most consistent scale
because it has only two options: good and bad. It's ideal for large
volumes where speed is important.

3-point: A 3-point scale can still be graded quickly but adds a
little more nuance by including a middle option of satisfactory in addition
to good and bad.

4-point: A 4-point scale encourages critical thinking by
requiring a decisive assessment of good, slightly good, slightly
bad, or bad without a neutral option.

5-point: 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.




Note: If AI can't find a clear answer based on the prompts, the category is
automatically rated as N/A.

(Optional) If the AI suggestions toggle is turned on in your account
settings, click Enhance. The system analyzes your prompt to resolve
ambiguity, vagueness, or poor formatting. It also refines your core intent by adding the
following details:
The main ask of your prompt
What it is
What it is not
You prompt answer description
An example of a negative prompt score
An example of a positive prompt score
What needs clarifying
Your prompt answer options



Tip: Evaluation typically uses conversation data only. However, when
metadata elements appear in the prompt, such as response time, tags, channel, and
internal notes, they’re also taken into account during prompt evaluation. See Writing prompts with metadata.


(Optional) Click Review the enhanced prompt to see what changed from your
original prompt and access detailed suggestions.
(Optional) Click Use original prompt to revert to your original prompt.
(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.
Under Suggested usage, select Use as a category on a scorecard.
(Optional) Click Test prompt to confirm that your prompt works correctly and
meets the specified criteria. A conversation filter view shows the total number of
conversations found based on the prompted insights.

To keep the pool of conversations for
testing specific, the filter displays a list of closed conversations created in the last
seven days that have more than four replies, by default, with a limit of 100
conversations.

(Optional) Click Select for testing. The conversations found using this prompt
are listed in the right-side panel, displayed 10 at a time.

(Optional) If you’ve validated and tested this prompt, then edited it and are testing it
again, a prompt history is displayed. This lets you view earlier versions of the prompt
and the match rate, which indicates the results evaluated based on that version. Check how
often auto review and manual review scores align to get a clearer overview of your prompt
performance. You can use this history to select the most suitable prompt version before
moving on to its final creation.

(Optional) Test your results:
(Optional) Click Review next to each conversation and manually score them
based on the prompt you are creating so you can compare the results and see how often
auto review and manual review scores align.
Click Run auto review to see the results of your prompt conditions
automatically applied to all listed conversations under Auto. If
you see many conversations highlighted in yellow, this likely indicates a
misalignment between how you want to score conversations and how AI is scoring them.
You should consider rephrasing your prompt.

When
rephrasing what you want to detect with your prompt, if your changes are minor, you
can click Run auto review again. However, if your changes are more
significant, such as modifying it to evaluate the customer instead of the agent, the
prompt type might change from category to spotlight. In this case, you'll need to
return to step 14 and click Test prompt again.



Click Create category.
After creating it, you must add the category to your scorecards to start using it.



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