Viewing and managing rating categories for scorecards

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

Quick Look: Zendesk QA > Settings > Scorecards

Rating categories allow you to effectively assess customer conversations.

Internal Quality Score (IQS) is calculated based on these categories, helping you evaluate and improve your customer support.

To help you get started, your account comes with a predefined default scorecard that includes autoscoring system categories and manual categories.

This article contains the following topics:

• Accessing your account's rating categories
• Editing manual, exact text-match, and prompt-based categories
• Activating a category
• Deactivating a category
• Deleting a category

Related articles

• Accessing and managing your scorecards, categories, and root causes
• Creating rating categories
• Customizing AutoQA system categories

Accessing your account's rating categories

Admins and account managers can view and manage categories.

To access your scorecard categories

1. In Quality Assurance, click your profile icon in the top-right corner.
2. Click the Settings icon ().
3. In the sidebar () under Account, click Scorecards.
4. Click Categories at the top to display a list of all your categories.

   

   You can view each category’s type:

   • System: System categories can't be deleted. These are predefined auto categories added by the system.
   • Exact text-match: Exact text-match categories are automatically assessed based on text matches.
   • Manual: Manual categories are created and scored by humans.
   • Prompt-based (EAP): Prompt-based categories use the latest AI models, so you can use human-language prompts to customize your AI-powered quality scoring and risk detection.

     System, exact text-match, and custom prompt-based rating categories use autoscoring, indicated by a hologram icon ().

   You can also see in how many scorecards each category appears in and their current status:

   • Active
   • Inactive

   Additionally, you can see when each category was last updated.

   Use the search box at the top to find any specific categories, or use the filters to list only categories assigned to specific scorecards. You can also filter by category type (system, exact text-match, prompt-based, or manual), and by status (active or inactive).

Editing manual, exact text-match, and prompt-based categories

Changes apply to future conversations only.

To edit a category

1. In Quality Assurance, click your profile icon in the top-right corner.
2. Click the Settings icon ().
3. In the sidebar () under Account, click Scorecards.
4. Click Categories at the top to display a list of all your categories.
5. Click the name of the category you want to change.
6. Change the name and description of your category.
7. (Optional) Adjust the filter settings and score for your exact text-match categories, or your prompt, in custom-prompt categories.

   

8. (Optional) Customize additional AutoQA system category details, such as spelling and grammar exemptions, greetings, and closings.
9. Click Save changes.

Activating a category

A category marked as inactive isn't visible in scorecards. To allow it to be used by reviewers for evaluations in selected scorecards and workspaces, it must be marked as active.

To mark a category as active

1. In Quality Assurance, click your profile icon in the top-right corner.
2. Click the Settings icon ().
3. In the sidebar () under Account, click Scorecards.
4. Click Categories at the top to display a list of all your categories.
5. Next to the category you want to activate, click the options menu () and select Mark as active.

   

Deactivating a category

A category marked as active is currently in use for evaluations on at least one scorecard. Marking a category as inactive means it can't be used for evaluations in scorecards and workspaces. However, deactivated categories remain available in reporting and filtering.

To mark a category as inactive

1. In Quality Assurance, click your profile icon in the top-right corner.
2. Click the Settings icon ().
3. In the sidebar () under Account, click Scorecards.
4. Click Categories at the top to display a list of all your categories.
5. Next to the category you want to deactivate, click the options menu () and select Mark as inactive.

   

Deleting a category

Deleting categories is permanent. The category is removed from all scorecards. If it's the only category in a scorecard, the scorecard is automatically deactivated.

Note: Deleting a category erases all category data from reporting. Once deleted, you can't restore the category or its data.

To delete a category

1. In Quality Assurance, click your profile icon in the top-right corner.
2. Click the Settings icon ().
3. In the sidebar () under Account, click Scorecards.
4. Click Categories at the top to display a list of all your categories.
5. Next to the category you want to delete from Zendesk QA, click the options menu () and select Delete.