Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Why a score was low, not just that it was. This is where reviewing stops being scoring and starts being useful.
Set them up
- In Quality assurance, click your profile icon at the top right, choose Settings, then Scorecards under Account, and open the Root causes tab. You can also create them while building a scorecard.
- Add root causes, keeping each one short and specific. Negative and positive ratings have separate lists, so a reason for a good score does not turn up under a bad one.
- Group them into tiers and sub-tiers once there are more than a handful, which is what keeps a longer list findable.
- Ask reviewers to select one when scoring low. They can add a free-form comment as well.
You need to be an admin to see or manage this page. The list shows when each root cause was last updated, and you can filter it to one category.
Why they matter more than the score
A category averaging poorly tells you there is a problem. The root causes tell you what it is, and whether it is the agent at all.
"No article existed" and "did not follow the process" are both low scores and completely different problems.
Include causes that are not the agent
- No documentation available.
- The process is unclear.
- The tool did not allow it.
- Conflicting guidance from elsewhere.
Without these, every low score reads as the agent's fault, which is both unfair and hides the fixable causes.
This is the reporting worth building
Root causes across a quarter tell you what to fix: an article to write, a process to clarify, a training gap. Scores alone tell you only who scored what.
Keep the list to five or six
Long lists get filled with the first plausible option. Short lists get filled accurately. Where you genuinely need more, tiers are the answer rather than a longer flat list.
Renaming is safe. Deleting is not: removing a root cause takes it out of every category and erases the associated data from your reports, so a list you tidy up in March takes last year's analysis with it.
Review what gets selected
If one cause dominates, that is your improvement project. If reviewers keep choosing "other", the list is missing something.
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