The Adherence Heatmap helps supervisors monitor how consistently agents meet evaluation metrics over time.
It provides a visual view of adherence trends across evaluation forms, metrics, queues, agents, languages, date ranges, and interaction direction.
Use it to identify recurring quality gaps, compare performance across inbound and outbound interactions, monitor compliance trends, and support targeted coaching decisions.
By default, the heatmap includes only evaluated interactions that are eligible for aggregation in all adherence calculations.
Interactions marked Below Threshold or Duration Unavailable are excluded unless they are manually evaluated.
A contact may fall below the threshold for one scorecard and remain eligible for another based on scorecard-specific duration rules.
Why Use Adherence Heatmap?
| Use Case | How It Helps |
|---|
| Trend Monitoring | Tracks adherence trends across time and evaluation metrics. |
| Compliance Analysis | Identifies recurring failed and fatal quality metrics. |
| Directional Insights | Separately analyzes inbound, outbound, or combined interactions. |
| Agent Coaching | Highlights low-performing agents and metrics. |
| Interaction Review | Preserves drill-down to failed interactions in Conversation Mining. |
Key Capabilities
- Tracks adherence using only interactions that meet evaluation criteria.
- Helps you filter interactions by Inbound, Outbound, or All directions.
- Automatically excludes interactions that are too short or don’t have duration data.
- Excludes flagged interactions (missing or unavailable duration data) by default.
- Supports you to include flagged interactions after reviewing them manually.
- Enables you to view these interactions in Conversation Mining.
- Helps you filter interactions by duration status.
- Applies appropriate duration rules based on the selected scorecard.
Access Adherence Heatmap
Navigate to Quality AI > Analyze > Adherence Heatmap.
Select an evaluation form from the dropdown to visualize adherence metrics.
Enables you to access Auto QA in Settings > Quality AI General Settings.
Adherence Percentage Calculation
The system calculates adherence using only evaluated interactions that are eligible for aggregation, based on the selected evaluation form, agent, and date range.
Adherence % = Adhered evaluated interactions ÷ Applicable evaluated interactions
Handling Flagged Interactions
- By default, Below Threshold and Duration Unavailable interactions are excluded from adherence metrics and dashboard aggregates unless manually evaluated.
- A contact can fall Below the Threshold for one scorecard but meet evaluation criteria for another.
- Duration checks don’t block ingestion, transcript storage, or Conversation Mining.
- Includes flagged contacts in heatmap metrics and treats them as standard post manual evaluation.
- Flagged interactions (All, Evaluated Only, Below Threshold, Duration Unavailable) remain available in Conversation Mining through the Duration Status filter.
- Flagged interactions remain available in Conversation Mining via the Duration Status filter (All, Evaluated Only, Below Threshold, Duration Unavailable), with drill-down and exclusion reasons shown in interaction details.
Interaction Eligibility Rules
| Interaction Type | Included in Heatmap |
|---|
| Evaluated | Yes |
| Below Threshold | No |
| Duration Unavailable | No |
| Manually Evaluated Flagged Interaction | Yes |
Metric Applicability
| Metric Type | When It Applies |
|---|
| Static (by question) | Apply to all evaluated interactions that are eligible for aggregation within the selected evaluation form and queue. |
| Dynamic (by question) | Apply only when the defined trigger condition is detected. |
Color Coding
Each heatmap tile is color-coded by adherence percentage:
| Color | Meaning |
|---|
| Red | 0% adherence |
| Green | 100% adherence |
| Gradient | Transitions in 10% increments between red and green |
| Gray | No applicable evaluated interactions |
Failed and Fatal Interactions
| Category | Description |
|---|
| Failed | Interactions that don’t meet quality or compliance thresholds (for example, missed greetings, incorrect information, or compliance breaches). |
| Fatal Errors | Critical issues that automatically set adherence to 0% when a fatal error occurs (red). |
| Usage for Coaching | Supervisors and agents use fatal error flags, heatmaps, and question-level feedback for self-assessment and coaching preparation. See AI-Assisted Manual Audit for additional workflows. |
Filters
This helps supervisors to drill down into agent performance based on selected criteria.
Date Range
The default date range is the last 7 days. The system uses the user’s system time zone.
| View | When it applies |
|---|
| Daily | Date range of 1–14 days; each tile shows one day. Horizontal scroll appears for ranges over 7 days. |
| Weekly | Date range over 14 days; each tile shows one full week. |
| Custom Range | All interaction data from 12:00:00 AM to 11:59:59 PM in the agent’s time zone, up to 31 days. |
Manual Evaluation Metrics Indicator
Displays Manual Evaluation metrics with a visual identifier and represents unaudited conversations when no data is available in the Adherence Heatmap.
Select an evaluation form from the dropdown to view adherence metrics. The selected form determines applicable metrics, queues, languages, and agents. You can set a default form across assigned queues; this selection persists across sessions on the Heatmap page and QA dashboard. Updating the default replaces the previous selection and refreshes the heatmap context, including highlighting fatal metrics.
All Directions
Analyze adherence by interaction direction—Inbound (customer-initiated), Outbound (agent-initiated), or All Directions (combined). All Directions are the default selection and aggregate adherence totals and percentages across all eligible interactions.
Agent
Supports multi-select. By default, all agents in the selected queues are shown. You can search and select agents to view adherence for their interactions; only relevant tiles remain active, while others appear disabled.
Language
Supports multi-select from the dropdown based on languages configured in the evaluation form. When applied, only metrics for the selected languages are displayed.
Language options depend on the selected evaluation form.
Clickable Functionality
Adherence Heatmap Overview
The heatmap interface tracks agent adherence across selected metrics over a chosen date range, based on filters such as agents, evaluation form, and interaction status. Each tile represents a metric and displays interaction data for the selected period.
Adherence Display
Sort the adherence column by percentage; by default, results are shown from lowest to highest adherence.
Heatmap Interaction
Select a date range tile to view an agent-wise breakdown for the selected metric, ordered from least to most adherence, with adherence percentages displayed.
View Interactions
Opens the page with failed interactions for all agents. The applied filters (shown as Unsaved) include the evaluation metric name and metric qualification (pass or fail count).
Behavior and Filters
Interaction Display Rules:
-
Agents with no applicable interactions appear at the bottom of the list.
-
Agents with no applicable interactions appear at the end of the list.
-
Tiles show No Interactions (gray) when interactions don’t apply.
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The system lists agents with failed interactions.
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The View Interactions action is disabled for agents with no applicable interactions or 100% adherence.
Action Filters
| Action | Description |
|---|
| Filter Heatmap by Agent | Selecting the icon navigates to the agent’s heatmap metrics page for the selected date range. |
| View Failed Interactions | Selecting the agent interaction icon opens the Interactions page in Conversation Mining for that agent’s failed interactions. |
Dashboard View
Displays a simplified, non-interactive Adherence Heatmap for the last 7 days using the default evaluation form. It includes only evaluated interactions that are eligible for aggregation. Interactions marked Below Threshold or Duration Unavailable are excluded by default unless manually evaluated. Excluded interactions remain available in Conversation Mining and Reports.
For details, see Supervisor Dashboard.
View Interactions and Data Handling
Select View Interaction to open Conversation Mining with metric-based filters and notification tags. The system excludes Below Threshold and Duration Unavailable interactions from heatmap calculations by default unless they are manually evaluated. Notification tags appear only when navigating from the Adherence Heatmap.
