# Investigate A Skipped Or Failed Evaluation

## Objective

Identify why a QA run did not produce a usable grade and choose the next action from its recorded reason.

## Resolution

1. **Find the run.** Open [QA Analysis · QA Grades](https://wfm.zenops.cx/service/quality). Filter by exact ticket ID, category, date, or **Filters · Status**, then open the run's full page. For a batch, start in [Grade Batches](https://wfm.zenops.cx/service/quality/grade-batches) and open the affected ticket.
2. **Read the status and reason.** A waiting or processing run is still active. A skipped run names a condition that prevented grading; a failed run records an evaluator or processing failure. Do not treat the two outcomes as interchangeable.
3. **Check category readiness.** In [Categories](https://wfm.zenops.cx/service/categories), open the category's **QA Analysis** tab. Confirm it is enabled, has an assigned published scorecard, and has a saved policy. Use [Investigate Why A Category Is Not Ready For QA](/help/articles/qa-investigate-why-a-category-is-not-ready-for-qa/) for readiness warnings.
4. **Check the ticket and policy.** Confirm the ticket exists in the connected Zendesk account, matches the category's channel and other eligibility filters, and has a public customer message, a public staff response, and an attributable staff identity. Compare the evaluation trigger and coverage with [How Eligibility, Coverage, And Evaluation Timing Work](/help/articles/qa-how-eligibility-coverage-and-evaluation-timing-work/).
5. **Check the selected target.** For agent grading, inspect the agent target's own status. An agent batch may have no Overall grade by design, while a ticket-level result or another agent target can have a different outcome.
6. **Retry only after addressing the cause.** If the run page offers **Retry** for a failed job or agent grade, use it after correcting the underlying issue. The retry creates a new attempt; return to QA Grades to inspect its outcome. If the ticket is simply outside scope, change the policy deliberately or use a single-ticket test with the intended category.

If a single-ticket test is refused before it starts, its drawer states the reason. See [How To Test QA On A Ticket](/help/articles/qa-how-to-test-qa-on-a-ticket/) for that flow.

> Canonical page: https://zenops.cx/help/articles/qa-investigate-a-skipped-or-failed-evaluation/
> Audience: For managers and administrators
> Summary: Trace a missing grade to its recorded skip, failure, policy, or ticket condition.