Understanding autoscoring categories

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.


What's my plan?






Add-on

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






Verified AI summary ◀▼
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.




Location: Zendesk QA > Settings > Scorecards

Autoscoring supports your manual review efforts by automatically evaluating and
scoring customer interactions for 100% of your ticket volume based on predefined categories. This ensures consistent quality assessments, reduces
subjectivity, and saves reviewers time, allowing them to focus on categories that need more
attention.
This article contains the following topics:

Overview of autoscoring
(video)
About
autoscoring categories
Viewing
autoscoring in conversations

Related articles

About rating categories for scorecards
Viewing and managing rating categories for
scorecards
Changing an agent’s autoscore



Overview of autoscoring (video)

In addition to the details in this article, this video provides a helpful visual
overview of autoscoring.





About autoscoring categories

Autoscoring categories are indicated by a hologram icon ( ). To use automatic scoring with AutoQA,
you must first activate this feature in your account settings. Additionally, categories must be
marked as active and assigned to at least one workspace and one active
scorecard to automatically evaluate and score those agents.
Zendesk Quality assurance (QA) includes several system categories that are
automatically scored when active. Admins can customize some of these categories and create new custom autoscoring categories.
Text-based interactions (chats and emails) are reviewed by AutoQA separately from
voice calls.
The languages supported for each category depend on whether LLM-based AutoQA is
activated in the Account settings.
The following system categories receive automatic scoring in Zendesk QA:

Greeting
Empathy
Spelling and grammar
Closing
Solution offered
Tone
Readability
Comprehension

The Greeting, Spelling and grammar, Readability, and Closing categories are scored each
time a ticket syncs with Zendesk QA, regardless of whether the ticket is in a closed or
solved status. In contrast, the Empathy, Solution offered, Tone, and Comprehension
categories are evaluated only once the ticket is set to a solved or closed status.











Category
Description
Score
Languages/OpenAI-enabled
Languages/OpenAI-disabled


Greeting
Answers the question “Did the agent greet the customer?”. Greeting
phrases in different languages are searched in agent messages.
Each agent
receives their own greeting score, which is accessible in the
conversation and in the AutoQA dashboard. Agents who use a
greeting receive a positive score. Agents who don't use a greeting are scored as
N/A, unless they're the first agent in the
conversation. If the first agent in the conversation does not use a greeting, that
agent receives a negative score.
The conversation greeting category receives an
upvote only if all agents use a greeting.
The Greeting AutoQA category is
available for both text and voice interactions.

Binary: ( , )
All
English, German, Spanish, French, Italian, Dutch, Polish,
Portuguese


Empathy

Assesses whether the agent was empathetic towards the customer and their
problems.
Each agent receives their own empathy score. However, the conversation
empathy category is evaluated positively only if all agents demonstrate empathy.
AI agents (bots) results don’t impact agent scores.
Empathy is evaluated negatively if at least one agent doesn’t show
empathy.
If the system fails to evaluate empathy, all agents receive a score of
N/A. For example, this can occur if the
ticket is too short.
The Empathy AutoQA category is available for both text and voice interactions.


Binary: ( , )
All
Not available without OpenAI


Spelling and grammar
Detects and highlights grammar mistakes, misspellings, and style
errors. Error highlighting can be toggled on or off.
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.
Each agent receives their own spelling and grammar
score.

Customizable
English (US),English (UK), German, French, Polish, Spanish,
Portuguese (Brazil), Portuguese (Portugal), Dutch
English (US),English (UK), German, French, Polish, Spanish,
Portuguese (Brazil), Portuguese (Portugal), Dutch


Closing
Evaluates whether the agent closed the conversation properly,
including offering further help and thanking the customer. Each agent receives
their own closing score, which is accessible in the conversation and in the AutoQA dashboard. Agents who use a closing
receive a positive score. Agents who don't use a closing are scored as N/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.
The conversation closing category receives an
upvote only if all agents use a closing.
The Closing AutoQA category is
available for both text and voice interactions.

Binary: ( , )
All
English, German, Spanish, French, Italian, Dutch, Polish,
Portuguese


Solution offered

Identifies whether a solution was proposed in the conversation.
Each agent receives their own solution offered score, which is accessible in the
conversation and in the AutoQA dashboard. Agents who offer a
solution receive a positive score. Agents who don't offer a solution are scored
negatively.
The conversation solution offered category
receives an upvote only if all agents offered a solution.
The Solution AutoQA category is available for both text and voice interactions.

( , ), or "N/A" if not sure
All
Not available without OpenAI


Tone

Recognizes tones and calculates a score based on their positive or
negative weights.
The conversation tone category is evaluated positively if at least one
agent uses a positive tone.
There are seven root categories in total, tied to tones or
emotions:

Cheerful: joyful, fun, excited, friendly, informal


Supportive: encouraging, supportive, empathetic, appreciative,
optimistic, reassuring, accessible, helpful, informative


Professional: professional, diplomatic, confident, polite,
formal


Calm: calm, patient


Inquisitive: curious, surprised


Sorry: apologetic, regretful, concerned, worried


Negative: angry, sad, frustrated, accusatory


Customizable
All
Not available without OpenAI


Readability
Analyzes how easily a text can be understood, considering word
complexity and sentence length. Complex words and long sentences
highlighting can be toggled on or off.
Each agent receives their
own spelling and grammar score.

Fixed 3-point scale
English, Spanish
English, Spanish


Comprehension
Checks whether the agent understood the customer's issue, possibly
requiring clarifying questions or summarizing the problem. The
conversation comprehension category is evaluated positively if at least one agent
is assessed as having understood the customer’s issue.
The Comprehension
AutoQA category is available for both text and voice interactions.

Binary: ( , )
All
Not available without OpenAI







Viewing autoscoring in conversations

Conversations with autoscoring categories are indicated by a hologram icon (
) in the Conversations view.
To access AutoQA in conversations

In Quality assurance, click Conversations
in the sidebar.
Select a conversation.

You can use custom filters to find conversations using AutoQA
categories to review.


In the sidebar on the right, click the Feedback
icon ( ).
View the AutoQA autoscores under Reviews.




The AutoQA dashboard 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.