Understanding Root Causes in Zendesk Scorecards
What are root causes in Zendesk scorecards?
Root causes in Zendesk scorecards are detailed reasons provided by reviewers for their ratings. They help in understanding the specific issues affecting customer interactions. Reviewers can choose from predefined options or add freeform comments to explain their ratings.
By analyzing these root causes, you can gain insights into the underlying problems at both the team and agent levels, which can aid in targeted coaching and issue resolution.
More related questions
How do I set or change root causes in a Zendesk scorecard?
To set or change root causes in a Zendesk scorecard, navigate to the Users and Workspaces section and select Scorecards. From there, edit the category you want to modify. You can choose predefined options for root causes, decide if reviewers can…
How can I analyze root causes in Zendesk?
To analyze root causes in Zendesk, use the dashboards available in the Categories tab to access your ratings table. This allows you to identify specific problems at both the team and agent levels, facilitating targeted coaching and issue…
Can reviewers select multiple root causes in Zendesk scorecards?
Yes, reviewers can select multiple root causes in Zendesk scorecards if this option is enabled. When setting up or changing root causes, you have the flexibility to allow reviewers to choose more than one reason for their ratings. This feature is…
What options are available for prompting reviewers about root causes?
When setting up root causes in Zendesk scorecards, you can choose when reviewers are prompted to provide reasons. Options include prompting for all ratings, only for negative ratings, or for both negative and neutral ratings. This flexibility…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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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?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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