Changing an agent’s autoscore

Autoscoring automatically evaluates and scores customer interactions, ensuring consistent quality assessments. While you can't change an autoscore directly, you can submit a different rating if you disagree with it. Automated reviews contribute to the Auto Quality Score (AQS), while manual reviews affect the Internal Quality Score (IQS). AQS considers active categories but doesn't combine scores for agents and bots, avoiding penalizing bot builders.




Location: Zendesk QA > Conversations

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.
Autoscores can vary for different agents. You cannot change an autoscore; however,
as a reviewer, if you disagree with the autoscore, you can submit a different rating for the
conversation.
Automated reviews are tracked using the Auto Quality Score (AQS), while manually submitted
grades contribute to the agents’ Internal Quality Score (IQS).
AutoQA scores for categories only count towards the IQS of a conversation after a
reviewer manually submits the review.
The AQS takes into account all active AutoQA categories listed under Scorecards.


AQS is only available for agents. AutoQA evaluates bots but does not offer a combined
AQS for agents and bots in the Dashboard. This is to
avoid penalizing bot builders in potential mismatches for human categories.

To change an agent’s autoscore

In Quality assurance, click Conversations
in the sidebar.
Select the conversation you want to review.

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


Click Review.

Select your new rating.
Click Submit.