Understanding Conditional Scorecards in Zendesk QA
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 Workspaces', select your workspace, and go to 'Scorecards'. Click on the cog icon and choose the 'Conditional rating category' type. You can then set conditions that a conversation must meet for the scorecard to be automatically selected. This feature is particularly useful for saving time, as it eliminates the need to manually select a scorecard for each conversation review.
More related questions
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'….
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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