# How Scorecards, Evaluations, Reviews, And Coaching Fit Together

## 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](https://wfm.zenops.cx/settings/service/qa-analysis/scorecards), 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](https://wfm.zenops.cx/service/quality) 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](https://wfm.zenops.cx/service/quality/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](https://wfm.zenops.cx/agent/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](https://wfm.zenops.cx/service/quality/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](/help/articles/qa-what-zenops-qa-does/) for product scope, or [choose your first QA workflow](/help/articles/qa-how-to-choose-your-first-qa-workflow/) for a pilot.

> Canonical page: https://zenops.cx/help/articles/qa-how-scorecards-evaluations-reviews-and-coaching-fit-together/
> Audience: For evaluators and managers
> Summary: Follow a QA result from the published scorecard through evaluation, review, agent publication, and coaching.