# Investigate Why A Category Is Not Ready For QA

## Objective

Find the category, scorecard, policy, or interaction condition preventing automated QA from running.

## Resolution

1. **Open the category's status.** Go to [Categories](https://wfm.zenops.cx/service/categories), open the affected category, and select **QA Analysis**. Read the warning under **Automated QA**; it names readiness blockers and links to relevant settings.
2. **Check the category.** Confirm the category exists and is enabled. A disabled category pauses automation but keeps its saved QA policy. If the taxonomy needs to change, use [service category settings](https://wfm.zenops.cx/settings/service/categories) with company configuration access.
3. **Check the assigned scorecard.** In the same QA Analysis tab, confirm a scorecard is connected and has an active published version. A draft alone is insufficient. A person with **Quality: Manage** can assign a published scorecard; use [QA Settings · Scorecards](https://wfm.zenops.cx/settings/service/qa-analysis/scorecards) to publish one first.
4. **Check the switch and saved policy.** Confirm **Enable QA evaluations** is on, the chosen channels and advanced filters match the intended tickets, coverage is above zero, and the trigger has occurred. **Manual only** will not launch an automatic evaluation.
5. **Check one representative ticket.** Verify it is classified in this category, matches every selected filter, has a public customer message and public staff response, and has an attributable Zendesk staff identity. Review [Zendesk integration settings](https://wfm.zenops.cx/settings/integrations/zendesk) if relevant channel, brand, group, or form data is missing.
6. **Check timing.** An enabled policy selects new qualifying work after automation is connected; it does not backfill older completed conversations. If you are testing an older ticket, use the category's ticket test or a bounded batch and then inspect [QA Analysis](https://wfm.zenops.cx/service/quality).

If the status is ready but a specific ticket still has no evaluation, compare that ticket against [How Eligibility, Coverage, And Evaluation Timing Work](/help/articles/qa-how-eligibility-coverage-and-evaluation-timing-work/) before widening the policy.

> Canonical page: https://zenops.cx/help/articles/qa-investigate-why-a-category-is-not-ready-for-qa/
> Audience: For administrators and quality managers
> Summary: Trace category readiness warnings and missing evaluations to their setup or ticket conditions.