Improving AutoQA accuracy

Autoscoringsupports 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 you to focus on categories that need more attention.


What's my plan?







Add-on

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







Summary: ◀▼
You can improve AutoQA accuracy by manually reviewing auto-scored conversations, overriding a rating when needed, and submitting your own review so the score is counted. This helps you compare AutoQA ratings with human judgment, track AQS and IQS, and use AutoQA categories and filters to focus on conversations that need attention.






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 you to focus on
categories that need more attention.
Autoscores can vary for different agents. You can’t 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).
AQS counts toward the IQS of a conversation only after a reviewer manually submits the review. The accuracy score measures the consistency and level of
agreement between ratings generated by AutoQA and those provided by human reviewers.


Note: 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 manually submit a review on an AutoQA category to improve accuracy

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.


{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9046364914842",
"url": "https://support.zendesk.com/hc/en-us/articles/9046364914842",
"headline": "Improving AutoQA accuracy",
"description": "You can review AutoQA conversations, submit a different rating when needed, and improve accuracy by manually overriding autoscores.",
"articleSection": "Working with conversations in Zendesk QA",
"datePublished": "2025-03-20T17:17:48+00:00",
"dateModified": "2026-07-13T12:43:00.353643+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9046364914842"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Quality Assurance",
"@id": "https://support.zendesk.com/hc/en-us/sections/6999625340058"