How to Use AutoQA in Zendesk QA - Frequently asked questions
Frequently asked questions
Why are some conversations not evaluated by AutoQA categories?
Conversations may not be evaluated by AutoQA categories if they don't meet specific criteria. New conversations with a Closed or Solved status are evaluated, but historical data is not. Additionally, conversations must have at least one message…
What does an 'N/A' evaluation mean in AutoQA categories?
An 'N/A' evaluation in AutoQA categories indicates insufficient information for an accurate rating. For Azure categories, at least two messages must be exchanged by both the agent and the customer to avoid an 'N/A' rating. If you disagree with an…
Can I add custom rules to AutoQA categories?
Yes, you can add custom rules to certain AutoQA categories. Currently, you can customize Spelling and Grammar, Greeting, and Closing categories. Additionally, you have the option to create custom AutoQA categories from scratch. To whitelist words…
How can I change an AutoQA score I disagree with?
If you disagree with an AutoQA score, you can change it to better suit your process. Admins and Account Managers can customize categories like Spelling and Grammar, Greeting, and Closing. You can also create custom AutoQA categories from scratch….
Can I make AutoQA evaluations stricter or less strict?
Currently, you cannot change the strictness of AutoQA evaluations. However, you can provide feedback to help improve category accuracy over time. When giving feedback, include context, category name, given score, suitable score, conversation link,…
Do autoscores affect the Internal Quality Score (IQS)?
Autoscores are provided as helpful information and only count towards the Internal Quality Score (IQS) after a reviewer has submitted the review. This ensures that the scores are accurate and reflective of the conversation's quality. For more…
Why doesn't the highlight toggle appear for some categories?
The highlight toggle may not appear for some categories because highlighting for Azure-based AutoQA categories is still in development. When a category is present in both the Azure and Zendesk QA lists, the Azure one is preferred for better…
Can AutoQA evaluate chatbots?
Yes, AutoQA can evaluate Zendesk and Ultimate bots. However, it does not offer a combined Auto Quality Score (AQS) for bots in the Dashboard to avoid penalizing bot builders for potential mismatches in human categories. The combined AQS is only…
What languages are supported by AutoQA categories?
AutoQA categories support a variety of languages. For example, the Closing and Greeting categories support all languages when OpenAI is enabled, and specific languages like English, German, Spanish, and more when OpenAI is disabled. Grammar &…
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