# How To Read Your Quality Summary And Evaluation Evidence

## Objective

Understand your monthly quality view and the evidence behind a published evaluation.

## Resolution

1. **Select the month.** Open [My Quality](https://wfm.zenops.cx/agent/quality) and use the month controls. **Published QA score** summarizes the month's published results; **Published evaluations** shows the count. When Ticket Difficulty weighting applies, the summary says so.
2. **Read the themes.** **Strengths** and **Improvement areas** call out criteria across published evaluations. Expand **By criterion** to see each scorecard group, how many grades contributed, its result, and a comparison with the previous month. A comparison requires enough graded evaluations in both months and an unchanged criterion.
3. **Open a ticket.** Select it in **Published evaluations**. The result page separates **Grades** from **Conversation history**, so you can compare a criterion's outcome with the evidence shared for that conversation.
4. **Expand a criterion.** Read its grade, explanation when available, and any indication that a QA reviewer adjusted it. A critical check is separate from the percentage score. **Not applicable** means that criterion did not count toward the score.
5. **Check the result version.** If a correction replaced this publication, the page marks it as an older version and links to the current result. The **Appeal** area shows whether you can challenge this version or read an existing appeal decision.

The page contains only grades a manager published to you. For a disputed criterion, see [How To Appeal A QA Result](/help/articles/qa-how-to-appeal-a-qa-result/). For the manager's publication process, see [How Corrections Affect A Published Result](/help/articles/qa-how-corrections-affect-a-published-result/).

> Canonical page: https://zenops.cx/help/articles/qa-how-to-read-your-quality-summary-and-evaluation-evidence/
> Audience: For agents
> Summary: Read monthly QA summaries, criterion patterns, grades, and shared evidence.