Setting Up Autoscoring in Zendesk QA - Frequently asked questions
Frequently asked questions
What is autoscoring in Zendesk QA and how does it work?
Autoscoring in Zendesk QA automatically evaluates customer interactions based on predefined categories, ensuring consistent quality assessments. It helps reduce subjectivity and saves reviewers time, allowing them to focus on categories that…
How do I set up autoscoring categories in Zendesk QA?
To set up autoscoring categories in Zendesk QA, navigate to your profile icon in the bottom-left corner, select 'Users, bots, and workspaces', and choose the relevant workspace. Then, click 'Scorecard' to create or edit a category. Toggle on 'Use…
Can I create custom AutoQA categories in Zendesk QA?
Yes, you can create custom AutoQA categories in Zendesk QA to find specific keywords or phrases in conversations and automatically rate the agent. These custom categories are created at the account level and applied to the scorecard on the…
How does the Conversation view work with autoscoring in Zendesk QA?
In the Conversation view, conversations with autoscoring categories are marked with a hologram icon. The Auto Quality Score (AQS) is shown alongside your internal quality score for easy comparisons. Reviewers can highlight parts of the conversation…
What information does the AutoQA Dashboard provide in Zendesk QA?
The AutoQA Dashboard in Zendesk QA provides information about auto-reviewed conversations. It shows results for any new eligible closed conversations that have been imported after enabling the feature. The dashboard helps in tracking and analyzing…
What are the predefined autoscoring categories in Zendesk QA?
Zendesk QA has eight predefined autoscoring categories: Greeting, Empathy, Spelling and Grammar, Closing, Solution Offered, Tone, Readability, and Comprehension. Each category evaluates specific aspects of customer interactions, such as whether the…
How does Microsoft Azure OpenAI Service enhance AutoQA in Zendesk QA?
Microsoft Azure OpenAI Service enhances AutoQA in Zendesk QA by providing a wider range of categories, multilingual support, and improved evaluation accuracy. It uses GPT-3.5 for human-level contextual awareness, benefiting from the latest…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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