Objective

Share a reviewed agent grade in My Quality as a versioned result.

Before you begin

You need Quality: Manage, a completed agent evaluation with unexpired evidence, and a Zendesk staff identity linked to exactly one workforce person in Settings · People · Users. Ticket-wide Overall grades and single-ticket test grades cannot be published to agents.

Resolution

  1. Open the agent grade. In QA Analysis · QA Grades, open the run and select the agent target. Check the effective score, critical result, and criterion evidence. Review any grades you want to adjust before sharing; reviewing every criterion first is optional in the product.
  2. Check the publication panel. It shows whether this agent already has a published result for the ticket and category. If publication is blocked, resolve the reason shown there, such as an unlinked or ambiguously linked person or expired evidence.
  3. Publish. Select Publish to agent. The current effective grades are saved as a published version visible to that person in My Quality. The AI draft and manager decision history remain internal.
  4. Verify the snapshot. Select Open published result to inspect the agent-visible grade, evidence, version, and appeal information. The manager page also offers Add to coaching for a current agent result.
  5. Handle later changes deliberately. If saved manager decisions change after publication, select Publish corrections to create a new version. If another grade of the same ticket is currently published for that agent and category, the panel offers Replace published result and retains the earlier version as history.

Publishing a new version starts a new appeal window. If the current version has an open appeal, publishing from the run page supersedes that appeal; use the appeal's Corrected resolution when the correction should be recorded as its decision. See How Corrections Affect A Published Result.