Objective

Choose an enabled service category that represents the work your first QA scorecard will assess.

Before you begin

You need company configuration access to create or change categories. A person with Quality: Manage can configure QA on an existing category, but that permission alone does not grant taxonomy editing. Start with one category and a few representative Zendesk tickets.

Resolution

  1. Review the taxonomy. Open Categories. Locate a category whose meaning is clear to reviewers and whose conversations should be judged against the same standard. Use service category settings if you need to review the broader category configuration.
    Use Categories to locate the service category for the QA pilot. The page groups categories by company and product and lets you search or show enabled categories.
  2. Create or adjust the category if needed. With company configuration access, make its name and classification rules specific enough that the intended interactions land in it. Keep unlike work in separate categories when it needs a different scorecard or evaluation policy.
  3. Enable the category. Confirm the pilot category is active. Automated QA pauses while its category is disabled, even if its QA configuration remains saved.
  4. Verify real examples. Check that several representative conversations actually receive this category. A ticket outside the category cannot be selected by that category's automated QA policy.
  5. Open the category's QA Analysis tab. From Categories, open the category and select QA Analysis. The panel shows the assigned scorecard, its published version, and Automated QA readiness. A quality manager can connect a published scorecard here; if none exists, build and publish one in QA Settings · Scorecards.
    The category’s QA Analysis tab shows its automated QA settings, active scorecard configuration, and evidence and guidance readiness.

A category is ready for automation only after it is enabled and has an assigned scorecard with an active published version. See How To Configure Automated QA For A Category for the next step.