🤖 Auto QA: Rating

🌟 Let's elevate your QA game to the next level together with Auto QA! 🌟

🚨Once at least one QA criterion is automated and enabled in Settings -> Quality Assurance, QA raters will notice the following button on the automated QA Scorecard 👇🏽

🔥From this point on, you're good to go!

The steps are quite simple:

1. Open the ticket in QA House -> Rating tab or KQA (Kaizo Quick Access) in Zendesk
2. Click the "Auto QA" button - before the automated criteria are checked by Samurai, the icon will stay greyed out
3. While the ticket is being evaluated by Samurai, you can start evaluating the "manual" criteria (criteria that are not automated by AI)
4. After the evaluation is completed by the Samurai, the Samurai icon by the automated criteria will turn purple -
5. Review the evaluation + notes provided by Samurai. Make changes to the rating done or notes left by Samurai, if needed
6. If any of the analyzed criteria by Samurai was corrected manually by the QA rater, the icon will turn red -
7. When Auto QA encounters a scenario where it's confused, the icon will turn orang -
8. Submit the QA rating

💬 Structured Coaching Feedback

After Samurai completes its evaluation, you'll now see structured coaching feedback alongside the rating. This isn't just a pass/fail — Samurai provides specific, actionable feedback on each criterion that you can share directly with the agent through a Coaching Card or during a 1:1 meeting. You can find more details here

💡Pro-tip: Use the structured feedback as a starting point for your coaching conversations. You can edit or expand on Samurai's suggestions before sharing with the agent!

🔥Pro-tips:

• If you noticed automated criteria giving incorrect results (a mistake was selected by Samurai while there was no mistake), make sure to review your Instructions in Settings! It's possible that Samurai needs more explanation or information about this criterion to perform better during the Auto QA rating.
• Feel free to select unselected criteria or change/edit notes! The rating from Samurai is not final - the decision is always up to the QA Rater. 

• You can edit Samurai's automated ratings and notes with full text formatting — bold, italics, bullet points, and more. This helps you leave clear, structured feedback when you override or supplement the AI's evaluation.
  

• If you're using QA Autopilot (fully automated ratings without manual review), make sure to understand the difference between Auto QA and Autopilot. Check out this comparison article.

🤔 Haven't automated your QA Scorecard yet? It's time to enhance your typical quality evaluation flow by setting up Auto QA inside Settings. A step-by-step guide can be found here.