Definition

The QA workflow moves from a quality standard to a graded conversation, then to a reviewed result and optional agent feedback. Each stage has its own record and audience.

Context

Use this overview to decide which part of QA to set up first and to understand why a score, review, or coaching case may not yet appear to an agent.

Attributes

  1. Define the standard. In QA Settings, a quality manager builds a scorecard from criteria and publishes a version. The published scorecard is assigned to relevant service categories. A draft or unassigned scorecard cannot grade a category.
  2. Choose the work to evaluate. A category's Automated QA policy controls eligibility, coverage, and timing. A qualifying Zendesk conversation needs a usable customer message, a staff response, and an attributable staff identity. A test ticket or bounded batch can be used to examine the setup before broader use.
  3. Inspect the grade. QA Analysis records evaluation runs, including runs that were skipped or failed. A scored run shows the frozen scorecard version, criterion grades, rationale, and cited ticket evidence. A later scorecard edit does not rewrite that run.
  4. Apply manager judgment. A reviewer can approve a criterion's AI grade or save a different grade from the frozen rubric. The effective score reflects saved decisions while the original AI grade and review history remain available.
  5. Publish an agent result. Publishing explicitly shares an individual agent grade in My Quality. A ticket-wide result is not an agent publication. Later corrections remain internal until published as a new version.
  6. Coach and follow up. A manager can connect a published result to a coaching case in QA Coaching, share strengths and improvement areas, record a discussion, and track actions. The agent can acknowledge a shared case and complete assigned actions in My Quality.

An agent can appeal an eligible published result within the configured window. The agent submits the appeal from My Quality; a reviewer can open QA Appeals to find it. The appeal is handled against the published result, and its decision or a later correction becomes part of that result's history.

Start with What ZenOps QA Does for product scope, or choose your first QA workflow for a pilot.