How to Create a New Scorecard in Zendesk QA
How do I create a new scorecard in Zendesk QA?
Creating a new scorecard in Zendesk QA is straightforward.
To get started, click on the Settings icon, which is your profile photo, and select 'Users and Workspaces'. Under the relevant workspace, choose 'Scorecards', then click 'Create category'. Enter a name for your new scorecard and add a description if you like. Assign the scorecard to a rating category and set a weight based on its importance to your ticket score calculation. You can choose a rating scale from Binary, 3-point, 4-point, or 5-point. Additionally, you can toggle on/off the Critical rating category and add root causes to explain the rating. Finally, click 'Create category' to finalize your new scorecard. For more details, check theoriginal link.
More related questions
What are conditional scorecards in Zendesk QA?
Conditional scorecards in Zendesk QA are automatically selected based on predefined conditions. These scorecards are available on the legacy Professional and Advanced plans, Growth, AI suite, and Enterprise. To create one, navigate to 'Users and…
How can I create a static scorecard in Zendesk QA?
Creating a static scorecard in Zendesk QA involves manual selection during conversation reviews. To set up a static scorecard, select the 'Static rating category' option. You will need to tag each rating category with the scorecard you have chosen….
What is the difference between conditional and static scorecards?
The main difference between conditional and static scorecards lies in their selection process. Conditional scorecards are automatically selected based on specific conditions you set, which can save time and ensure consistency in evaluations. They…
Can I add a description to a scorecard in Zendesk QA?
Yes, you can add a description to a scorecard in Zendesk QA. When creating a new scorecard, after entering a name, you have the option to add a description. This can be useful for providing additional context or instructions related to the…
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