Understanding autoscoring categories – Second Brand

Add-on

Quality Assurance (QA) or Workforce Engagement Management (WEM)

Verified AI summary ◀▼

Autoscoring evaluates and scores all customer interactions using predefined categories, enhancing quality assessments and saving time. You can customize or create new categories, with some requiring OpenAI for language support. Key categories include Greeting, Empathy, and Solution Offered. Use the AutoQA dashboard to track performance and identify training needs. Conversations with autoscoring are marked with a hologram icon for easy identification.

Location: Zendesk QA > Settings > Scorecards

Autoscoring supports your manual review efforts by automatically evaluating and scoring customer interactions for 100% of your ticket volume based on predefined categories. This ensures consistent quality assessments, reduces subjectivity, and saves reviewers time, allowing them to focus on categories that need more attention.

This article contains the following topics:

Overview of autoscorig (video)
About autoscoring categories
Viewing autoscoring in conversations

Overview of autoscoring (video)

In addition to the details in this article, this video provides a helpful visual overview of autoscoring.

About autoscoring categories

Autoscoring categories are indicated by a hologram icon ().

Zendesk QA includes several system categories that are automatically scored when active. Admins can customize some of these categories and create new custom autoscoring categories.

The languages supported for each category depend on whether OpenAI is activated in the AutoQA account settings.

The following system categories receive automatic scoring in Zendesk QA:

Category	Description	Score	Languages/OpenAI-enabled	Languages/OpenAI-disabled
Greeting	Answers the question “Did the agent greet the customer?”. Greeting phrases in different languages are searched in agent messages. The Greeting AutoQA category is available for both text and voice interactions.	Binary: ( , )	All	English, German, Spanish, French, Italian, Dutch, Polish, Portuguese
Empathy	Assesses whether the agent was empathetic towards the customer and their problems. The Empathy AutoQA category is available for both text and voice interactions.	Binary: ( , )	All	Not available without OpenAI
Spelling and grammar	Detects grammar mistakes, misspellings, and style errors. Error highlighting can be toggled on or off. Hovering over the highlight displays specific information about the error.	Customizable	English (US), German, French, Polish	English (US), German, French, Polish
Closing	Evaluates whether the agent closed the conversation properly, including offering further help and thanking the customer. The Closing AutoQA category is available for both text and voice interactions.	Binary: ( , )	All	English, German, Spanish, French, Italian, Dutch, Polish, Portuguese
Solution offered	Identifies whether a solution was proposed in the conversation. The Solution AutoQA category is available for both text and voice interactions.	( , ), or "N/A" if not sure	All	Not available without OpenAI
Tone	Recognizes 27 tones and calculates a score based on their positive or negative weights.	Customizable	All	Not available without OpenAI
Readability	Analyzes how easily a text can be understood, considering word complexity and sentence length. Complex words and long sentences highlighting can be toggled on or off.	Fixed 3-point scale	English	English
Comprehension	Checks whether the agent understood the customer's issue, possibly requiring clarifying questions or summarizing the problem. The Comprehension AutoQA category is available for both text and voice interactions.	Binary: ( , )	All	Not available without OpenAI

Note: You may notice additional system autoscoring categories listed under your Categories than those shown in the table above. This occurs because, in the previous system, you could edit the names of scorecard system categories in individual workspaces. We have retained these categories following the advanced scorecards migration so you can decide which ones to deactivate.

Viewing autoscoring in conversations

Conversations with autoscoring categories are indicated by a hologram icon ( ) in the Conversations view.

To access AutoQA in conversations

In Quality Assurance, click Conversations in the sidebar.
Select a conversation.

You can use custom filters to find conversations using AutoQA categories to review.
In the sidebar on the right, click the Feedback icon ().
View the AutoQA autoscores under Reviews.

The AutoQA dashboard tracks your teams’ performance across all AutoQA categories. It’s the best place to track trends over time and identify the training needs of your teams and individual agents.