How do I apply root causes to failed scores?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Description |
Manual Evaluation | Enables evaluation functionality (included by default for QA users) |
Required Permissions:
Evaluate (
quality.evaluations.evaluate) — to score contacts and apply root causes
A root cause is the reason behind a failed score. Tagging fails with a root cause turns each failure into useful data — what's going wrong, where, and how often. That's what powers your coaching and trend reporting.
When root causes appear
When you score a line item with an outcome that the system treats as a fail, a root cause picker appears for that line item. If your administrator hasn't linked any root cause groups to the line item, you won't see the picker — score the line item normally.
The picker only shows the root causes relevant to that line item, so the list stays focused.
Step 1: Score the line item as a fail
In the evaluation form, choose the failing outcome for the line item (for example, "Fail", "Does Not Meet", "Unacceptable").
The root cause picker appears below the score options.
Step 2: Open the root cause picker
Click the picker to see the available root causes.
Root causes are organised by group (for example, "Knowledge Gaps", "Process Compliance", "Communication"). Browse the groups or search for a keyword.
Step 3: Select one or more root causes
Pick the root cause that best explains why the line item failed. Depending on how the line item is configured, you can select one root cause or several.
Choose the most specific match. "Required disclosure missing" is more useful than "Process Compliance" if both are available.
If none of the listed root causes fit, pick the closest one and add detail in the line item feedback box.
Step 4: Save your scoring
The root cause is saved against the line item as soon as you select it. Carry on scoring the rest of the evaluation as normal.
You can change your selection at any time before publishing the evaluation. Re-open the line item, update the root cause, and your change is saved automatically.
Why root causes matter
Tagging fails with a root cause does three things:
Drives better coaching. Team leads can see exactly what's going wrong, not just that something went wrong
Highlights training gaps. When the same root cause keeps appearing across agents, that's a training need, not a performance issue
Improves processes. Root causes that point to system or policy problems give you the evidence to fix them
Where root causes show up in reports
Root cause data feeds into:
Line item performance — see the breakdown of root causes for each line item, so you can spot the most common reasons a line item fails
Quality export — pull root cause data out of evaluagent for deeper analysis in your reporting tool of choice
Agent and team views — filter by agent or team to see whether specific root causes cluster in one part of the operation
The more consistently you tag root causes, the more useful these reports become.
Tips for tagging root causes well
Pick the most specific root cause available — vague tagging produces vague reports
Don't skip the picker because you're in a hurry. An untagged fail is a missed coaching opportunity
If you keep selecting the same generic root cause because nothing else fits, tell your administrator. The root cause groups may need updating
Use the line item feedback box for the detail. Use the root cause for the category