Adding and Editing Rating Categories in Zendesk QA
How do I add and edit rating categories in Zendesk QA?
To add and edit rating categories in Zendesk QA, navigate to the Scorecard section in your workspace. Rating categories are essential for assessing customer conversations and calculating the Internal Quality Score (IQS).
Start by clicking your profile image in the bottom-left corner, then select 'Users and Workspaces'. Choose a workspace and click 'Scorecard' on the sidebar. To add a new category, click 'Create category', enter a name and optional description, and adjust the weight to define its importance. You can also mark a category as Critical, choose a rating scale, add tags, and enable root causes for negative feedback. Once done, click 'Create category'.
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More related questions
What is the purpose of rating categories in Zendesk QA?
Rating categories in Zendesk QA are used to assess the quality of customer conversations. They help calculate the Internal Quality Score (IQS), which is crucial for evaluating and improving customer support. By setting up rating categories, you can…
How can I mark a rating category as Critical in Zendesk QA?
In Zendesk QA, you can mark a rating category as Critical to ensure that a negative rating results in the entire conversation being marked as failed. To do this, navigate to the Scorecard section, create or edit a category, and use the toggle to…
How do I choose a rating scale for a category in Zendesk QA?
Choosing a rating scale for a category in Zendesk QA is part of setting up your scorecard. This option is available on Professional and Advanced plans. When creating or editing a category, select the desired rating scale from the available options….
What are the options for managing category history in Zendesk QA?
In Zendesk QA, you can manage category history using the options menu icon next to each category. This allows you to Duplicate, Archive, or Delete its history. Archived categories are not displayed during conversation reviews but remain visible in…
How do I add root causes to a scorecard in Zendesk QA?
Adding root causes to a scorecard in Zendesk QA helps reviewers provide detailed feedback on negative ratings. This feature is useful for identifying the underlying issues in customer interactions. To enable root causes, navigate to the Scorecard…
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