# What ZenOps QA Does

## 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.

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 Agents see their own published results and shared coaching in **My Quality**; they do not see every QA run or an unpublished draft grade.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](/help/articles/qa-how-scorecards-evaluations-reviews-and-coaching-fit-together/) follows these parts in order. See the [QA product overview](https://zenops.cx/service-operations/qa) for a product introduction, or open [QA Settings](https://wfm.zenops.cx/settings/service/qa-analysis/scorecards) if you manage scorecards. For setup planning, use [What Data And Access You Need Before QA Setup](/help/articles/qa-what-data-and-access-you-need-before-qa-setup/).

> Canonical page: https://zenops.cx/help/articles/qa-what-zenops-qa-does/
> Audience: For evaluators and administrators
> Summary: See how QA connects category scorecards, evidence-backed grades, manager review, coaching, and My Quality.

## Visual references

- 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.: [Workflow diagram showing a published scorecard assigned to a service category, Automated QA producing an AI grade with ticket evidence, manager review in QA Analysis, explicit agent-result publication, and downstream My Quality, coaching, and QA appeals.](https://zenops.cx/help/assets/qa-product-workflow-overview.png)