Documentation Index
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Use this file to discover all available pages before exploring further.
My Dashboard provides agents with a personalized view of their performance across conversations, scorecards, sentiment, and resolution results. It highlights performance using Auto QA and audit scores. Agents can review strengths, gaps, and evaluated interactions based on their access permissions.
The dashboard also includes supervisor-assigned scorecards, sentiment trends, resolution effectiveness, and dispute activity from evaluated interactions. When agent disputes are enabled, agents can acknowledge metric-level scores, raise disputes with supporting comments, and track review status through resolution.
By default, agents can only access data from their assigned queues. Cross-queue visibility is not supported.
Access My Dashboard
Navigate to Quality AI > Analyze > My Dashboard.
To view dashboard data, enable Auto QA, Agent Scorecard, and Agent Access to Scored Interactions in Quality AI General Settings.
My Dashboard Filters
My Dashboard uses shared global filters across all widgets to refine data by language, date range, channel, and contact direction. All metrics update dynamically based on the selected filters.
| Filter | Description |
|---|
| Language | Filter by one or more configured languages. Options are based on evaluation metric settings in Configure > Settings > Language Settings. By default, all languages are selected. |
| Date Range | Filter by time period (default: last 7 days) to analyze and compare performance data. |
| Channel | Filter by Voice, Chat, or All Channels. Metrics update based on the selected channel. |
By default, all languages are selected. Metrics display only for languages configured at the evaluation metric level.
Filter-Driven Metrics
Based on the Language, Date Range, Channel, and Contact Direction selected, the following widgets update:
| Widget | Update |
|---|
| Total Audits | Shows audit count for selected languages only. |
| Avg. Audits per Agent | Shows average for selected languages. |
| Evaluation Score | Updates Manual and Auto QA scores. |
| Fail Statistics | Shows failure data for selected languages. |
| Performance Monitor | Updates performance metrics. |
Displays key performance indicators based on selected filters. Each widget shows the current value and % change (↑ improvement, ↓ decline).
| Metric | Description |
|---|
| Total Interactions | Displays total interactions during the selected period. |
| Kore Evaluation Score | Displays the average automated Kore evaluation score for completed interactions. |
| No. of Supervisor Audits | Displays the total manually audited interactions completed by supervisors. |
| Supervisor Audit Score | Displays average score from manual supervisor audits, reflecting the latest revised score for any re-evaluated interactions. |
| My Pending Reviews | Total number of completed manual evaluations assigned to the agent that are pending acknowledgment or dispute resolution. |
| Supervisor Pending Reviews | Displays the number of disputes the agent has submitted that are awaiting QA re-evaluation. |
| Total Coaching Assignments | Displays the total number of coaching sessions assigned during the selected period. |
| No. of Fails | Displays the total number of failed scorecards during the selected period. |
| Fatal Interactions | Displays the interactions that failed critical compliance or quality criteria. |
My Pending Reviews and Supervisor Pending Reviews are visible only when Agent Accept & Dispute is enabled in Quality AI > Settings > Quality AI General Settings and disputes are configured for one or more evaluation forms.
Coaching Insights
Displays agent strengths and coaching needs using scorecard and evaluation data at attribute and metric levels. Available in My Dashboard, Supervisor View (Agent Dashboard), and the Evaluation tab.
The Coaching Insights section identifies where the agent performs well and where coaching is needed. It supports two tabs:
| Tab | Description |
|---|
| Agent Attribute | Displays performance grouped by agent attributes. |
| Evaluation Metric | Displays performance grouped by individual evaluation metrics derived from forms assigned at the queue level. |
Scorecard Selection
The Coaching Insights feature highlights an agent’s strengths and improvement areas based on the selected scorecards. Insights are recalculated when the scorecard selection is updated.
To select a scorecard, navigate to the Select Scorecard dropdown and choose one or more scorecards; the system automatically updates the insights.
Agent Attribute Tab
Displays performance at the attribute level:
| Section | Description |
|---|
| Strongest Attributes | Top 5 highest-scoring attributes based on adherence. |
| Opportunity Areas | Bottom 5 lowest-scoring attributes indicating coaching needs. |
Click-through (Attribute to Metric Modal)
Selecting an attribute opens a metric-level breakdown:
| Column | Description |
|---|
| Evaluation Metric | Name of the individual evaluation metric assigned to this attribute. |
| Adherence % | Adherence percentage with color-coded performance level. |
| Color | Range | Meaning |
|---|
| Green | High | Meets or exceeds expectations. |
| Yellow | Moderate | Partially meets expectations. |
| Orange | Low | Below expectations; coaching recommended. |
| Red | Very Low | Significant performance gap. |
| NA | Not Applicable | Not triggered or evaluated. |
Evaluation Metric Tab
Based on the selected scorecard and time period, this tab displays performance across evaluation metrics in two panels.
| Section | Description |
|---|
| Strongest Evaluation Metrics | Displays the highest-performing evaluation metrics based on adherence. |
| Coaching Opportunity Metrics | Displays the lowest-performing evaluation metrics, indicating areas that require coaching focus for the selected scorecard and time period. |
Hover Insight (Metric — Attribute)
Hovering over a metric reveals the mapped agent attribute, enabling quick traceability between metrics and their parent attribute without switching views.
Example: Hovering over Authentication displays (Agent Attribute: Authentication).
Scorecard Trend
Tracks performance over time based on selected scorecards and language preferences.
Default Settings
The default settings control automatic scorecard selection, manual switching, and multi-scorecard comparison.
| Setting | Behavior |
|---|
| Default Selection | The oldest assigned scorecard is selected automatically. |
| Manual Override | Change the scorecard using the dropdown. |
| Multi-Scorecard Support | Compare performance across multiple scorecards. |
Language Configuration
Each scorecard supports its own language settings. The language filter within a scorecard shows only its configured languages. When a scorecard is selected, all its associated languages are auto-selected.
| Feature | Description |
|---|
| Language Filter | Displays only the languages configured for the selected scorecard. |
| Auto-Selection | Automatically selects all associated languages when you choose a scorecard. |
| Multilingual Monitoring | Helps supervisors compare agent performance across configured languages for targeted coaching. |
Trend Visualization with Time Ranges
The date range picker provides predefined time filters to analyze interaction data over selected periods, including the last 7, 28, and 90 days, or a custom range for more specific analysis.
Trend visualization displays attribute-level scoring trends and the average scorecard based on the selected time range, using data from the current period.
Scorecard Metrics
| Metric | Description |
|---|
| Avg. Scorecard Score | Displays the agent’s average score for the selected scorecard within the chosen date range. The system shows scorecard data only when evaluated conversations exist after assignment. |
| Attributes | Displays all attributes in the selected scorecard along with their average scores for the selected date range. |
Sentiment Insights
Shows customer sentiment across the agent’s own conversations. Helps agents recognize strengths and identify recurring issues.
| View | Description |
|---|
| Average Sentiment Score | Displays average sentiment across all topics, with positive or negative counts and trend indicators. |
| Top 5 Highest Sentiment L3 Topics | Top Five L3 topics with the highest sentiment scores, in descending order. |
| Top 5 Lowest Sentiment L3 Topics | Top Five L3 topics with the lowest sentiment scores, in ascending order. |
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Green = Positive sentiment
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Red = Negative sentiment
Resolution Insights
Shows how effectively the agent resolves customer issues.
| View | Description |
|---|
| Average Resolution Rate | Agent’s overall resolution rate across all conversations. |
| Top 5 Highest Resolution L3 Topics | Five L3 topics with the highest resolution rates, in descending order. |
| Top 5 Lowest Resolution L3 Topics | Five L3 topics with the lowest resolution rates, in ascending order. |
| Resolved/Unresolved Breakdown | Counts and percentages of resolved and unresolved conversations per topic. |
Evaluation Tab
The Evaluation tab helps agents review their interactions, scores, and evaluation review status based on their access settings.
Access to Evaluation Tab
Navigate to Quality AI > Analyze > My Dashboard > Evaluation.
The Evaluation tab displays automated interaction scores only when the following are enabled in Quality AI > General Settings: Auto QA, Agent Scorecard, and Agent Access to Scored Interactions.
Available Interaction Views
The interactions displayed depend on the Agent Access to Scored Interactions configuration:
-
Only Manually Audited Interactions: Displays supervisor-audited interactions with Date and Time, Queue, Supervisor Audit Score, Review Status, and Dispute Round.
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Manually Audited + Auto QA Scored Interactions: Displays interactions with Date and Time, Queue, Auto QA Score (Kore Evaluation Score), Supervisor Audit Score, Review Status, and Dispute Round.
By clicking on a queue, you can view the detailed audit review for its interactions.
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Agents can view transcripts and comments only for interactions assigned to them.
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In each interaction, comments are displayed within the Transcript section of the Audit tab.
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Dispute comments submitted by the agent and QA responses display in the Comments and Dispute for each metric.
Users with the Download Conversations permission can download conversation recordings directly from the audit screen. This permission is available by default to App Owner, App Developer, App Tester, and Supervisor roles.
Queue Filters
Filtering options vary based on the agent’s access level.
Use the Queue Filters option to refine report data based on specific criteria. From the filter panel, you can select one or more queues to view interactions associated with those queues. The panel also displays the number of filtered interactions applied. Select Apply to update the report results.
Language Settings
The Language Settings section is view-only for agents.
