Definition

ZenOps QA helps support teams define quality standards, evaluate Zendesk conversations against those standards, review the results, and share feedback with agents. It connects service categories, scorecards, evidence-backed AI grades, manager decisions, coaching, and the agent's My Quality view.

Context

Use QA when you need to assess how support work was handled and turn the findings into a consistent review and coaching process. A quality manager can define a scorecard for a kind of service work. QA then evaluates qualifying conversations in that category. A reviewer can inspect the cited ticket evidence before deciding whether to keep or change a grade.

This workflow map shows how service categories and published scorecards feed evaluation and manager review, then connect to agent publication, My Quality, coaching, and appeals.

An evaluation remains internal until an agent result is explicitly published. Agents see their own published results and shared coaching in My Quality; they do not see every QA run or an unpublished draft grade.

Attributes

  • Category scorecards: Build criteria, set weights, and assign a published scorecard to the service categories it fits. A published version is retained for each evaluation run.
  • Automated QA: Set which interactions qualify, how much eligible work to cover, and when to evaluate it. QA Analysis shows scored, queued, skipped, and failed runs with their reasons and evidence.
  • Manager review: Inspect each scored criterion, approve the AI grade or save a different grade, and keep the original result and decision history visible.
  • Publication and appeals: Share an agent grade through an explicit publish action. Agents can appeal an eligible published result within its deadline, and reviewers can resolve the appeal.
  • Coaching: Prepare and share a case with strengths, improvement areas, actions, and follow-up. A case can refer to a published QA result.
  • My Quality: Agents can read their published evaluations, quality summary, shared coaching, and available appeal actions.

The QA workflow overview follows these parts in order. See the QA product overview for a product introduction, or open QA Settings if you manage scorecards. For setup planning, use What Data And Access You Need Before QA Setup.