Documentation Index
Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
Use this file to discover all available pages before exploring further.
The Analyze section of Quality AI provides dashboards, analytics, and audit tools to help supervisors, QA managers, and agents monitor performance, evaluate interactions, and make data-driven coaching decisions.
Use the links below to navigate directly to the respective topic.
Dashboards
Track agent performance, audit results, and quality trends across your contact center.
| Dashboard | Description |
|---|
| Supervisor Dashboard | Real-time audit results, agent performance, failure statistics, and scorecard trends across daily, weekly, and monthly timeframes. |
| My Dashboard - Agent View | Personalized agent workspace showing supervisor-assigned scorecards, sentiment trends, and resolution effectiveness. |
| Supervisor View - Agent-Specific Dashboard | Detailed per-agent performance view with sentiment and resolution insights at the L3 topic level for targeted coaching. |
| Agent Dashboard - Supervisor Evaluation | Language-specific evaluation data for individual agents, ordered by recency, to identify coaching opportunities. |
| Agent Leaderboard | Ranks agents by performance score across queues and channels, highlighting top and bottom performers. |
| Adherence Heatmap | Visual timeline of how consistently agents meet evaluation metrics, with drill-down into non-compliant interactions. |
Analytics & Intelligence
Gain deeper insight into contact center performance, customer experience, and conversation trends.
| Feature | Description |
|---|
| Conversation Intelligence | Post-interaction analytics dashboard covering agent efficacy, customer experience, and contact center efficiency metrics. |
| Customer Experience (CX) Insights | Post-interaction view of customer experience combining sentiment, resolution, churn risk, and topic-level drivers. |
| Performance Insights | Time-based visualization of agent communication quality, empathy, language trends, evaluation scores, and sentiment. |
| Topic Discovery | Interactive bubble canvas that maps conversation topics to sentiment, resolution rates, and handle times for trend analysis. |
Conversation Mining & Auditing
Review, filter, and manually evaluate interactions to ensure quality coverage and compliance.
| Feature | Description |
|---|
| Conversation Mining - Interactions | Review and filter scored interactions by queue, keyword, topic, intent, and resolution to surface conversations needing attention. |
| AI-Assisted Manual Audit | Evaluate voice and chat interactions using AI-generated insights alongside manual review for compliance and coaching. |
| Audit Allocations | Assign interactions to auditors for structured manual QA with real-time tracking of assignment and completion progress. |
| Creating Audit Allocations | Step-by-step guide to setting up allocations — defining scope, allocation type, and auditor assignments. |
| Understanding Views and Permissions | Role-based guide to the My Allocations and Assigned to Me tabs, and what each permission level can access. |
