Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Where the list lives, what deactivating and deleting do, and why changing a scorecard resets what your reporting can compare.
Manage them
- In Quality assurance, click your profile icon at the top right and choose Settings.
- Under Account in the sidebar, click Scorecards, then the Scorecards tab.
- Review the categories, weights and guidance on the one you are interested in.
- Edit it, or open the options menu and choose Mark as inactive if it is no longer in use.
- Tell the team before any change takes effect.
Admins and workspace managers can do this. The list shows how many categories and workspaces each scorecard has, when it was last updated, and its status: Active, Inactive or Deleted. Search and filters at the top narrow it by workspace, category or status.
Deactivate, do not delete
Deactivating takes a scorecard out of use and leaves everything behind it intact. Deleting removes the scorecard and all its associated data from Zendesk QA permanently, which includes the history you would want when somebody asks how quality moved last year.
There is no archive as such, so deactivating is the archive.
A change breaks comparability
Scores from before and after a change are measured against different questions. The trend line continues and it no longer means one thing.
Note the date of any change on your reporting, or somebody will read a step in the graph as a change in quality.
Change on a rhythm, not continuously
Once or twice a year, deliberately. A scorecard revised every month gives you a year of data you cannot compare with anything.
What usually needs changing
- A category two reviewers keep scoring differently.
- A category everybody always passes, which measures nothing.
- Something that has become important and is not on there.
- Weights that turned out to emphasise the wrong thing. Hovering over a weight shows what it contributes to the overall score as a percentage, which settles most arguments about them.
Let the disputes tell you
Categories that generate disagreement are ambiguous. That is the clearest signal you get about which wording needs work, and it costs nothing to collect.
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