The Adherence Heatmap provides a visual view of adherence trends across evaluation forms, queues, agents, channels, languages, contact direction, and date ranges to help supervisors identify quality gaps, monitor fatal interactions, compare inbound and outbound performance, and support targeted coaching through metric-level analysis. This supports shared filters and role-based queue access, where users with Cross Queue Data Access can view all queues, while other users can access only their assigned queues. By default, the heatmap includes only evaluated interactions eligible for aggregation, excluding Below Threshold and Duration Unavailable interactions unless manually evaluated.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.
Key Capabilities
| 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 | Analyzes inbound, outbound, or combined interactions together or individually. |
| Agent Coaching | Highlights low-performing agents and metrics for targeted coaching. |
| Queue-based Analysis | Filters adherence data by queues associated with selected evaluation forms. |
| Interaction Review | Opens failed interactions directly in Conversation Mining via the Duration Status filter. |
| Scorecard-based Duration Rules | Applies scorecard-specific duration thresholds to determine interaction eligibility. |
| Manual Override | Includes flagged interactions in adherence metrics after manual evaluation. |
Access Adherence Heatmap
Navigate to Quality AI > Analyze > Adherence Heatmap.
Enable Auto QA in Settings > Quality AI General Settings to access this feature.
Adherence Analysis and Metric Behavior
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.Formula
Adherence % = Adhered evaluated interactions ÷ Applicable evaluated interactionsHandling Flagged Interactions
By default, the system excludes interactions marked Below Threshold or Duration Unavailable from adherence metrics and dashboard aggregates unless you manually evaluate them. After manual evaluation, the system includes these interactions in heatmap calculations and treats them as standard evaluated interactions. An interaction may fall below the threshold for one scorecard but remain eligible for another depending on scorecard-specific duration rules. Duration checks don’t block ingestion, transcript storage, or Conversation Mining access. Flagged interactions remain available in Conversation Mining through the Duration Status filter (All, Evaluated Only, Below Threshold, and Duration Unavailable). The system also displays exclusion reasons and supports drill-through behavior 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 the rule only when the system detects the trigger condition. |
Color Coding
Each heatmap tile is color-coded by adherence percentage. Red indicates 0% adherence, green indicates 100% adherence, and intermediate values display in 10% increments between red and green. The system displays gray when no eligible evaluated interactions match the selected filters.Failed and Fatal Interactions
| Category | Description |
|---|---|
| Failed | Interactions that don’t meet quality or compliance thresholds, such as missed greetings, incorrect information, or compliance violations. |
| Fatal Errors | Critical issues that override scoring logic, set the interaction score to 0%, and mark the interaction as failed with a red flag indicator. |
| Coaching Support | Supervisors and agents use fatal flags, adherence trends, and metric-level feedback to identify coaching opportunities and support quality improvement initiatives. |
Hover Tooltip
Hover over a tile to view the adherence percentage, adhered interactions, and total applicable interactions for the selected metric and date. The tooltip excludes Below Threshold and Duration Unavailable (flagged) interactions unless they’re manually evaluated.
Filters
The Adherence Heatmap supports shared filters for detailed analysis across evaluation forms, queues, channels, languages, agents, and interaction direction.Date Range
Use the Date Range filter to view interaction data. By default, the system displays data for the last 7 days and uses the user’s system time zone. You can choose predefined ranges such as Yesterday, Last 7 Days, Last 28 Days, and Last 90 Days, or select a Custom Range of up to 31 days. Custom ranges display data from 12:00 AM to 11:59 PM in the user’s time zone.
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.Evaluation Form
Select one or more evaluation forms to scope adherence metrics across the heatmap. The selected evaluation forms determine the available queues, metrics, agents, and languages. You can mark an evaluation form as default. The system applies the selected form consistently across the Adherence Heatmap widget and QA Dashboard for unified analysis.Queues
Select one or more queues linked to the selected evaluation forms. The Queues filter depends on the Evaluation Forms selection and displays only associated queues. When you update the queue selection, the heatmap refreshes automatically to display adherence data scoped to the selected queues. Select an evaluation form before selecting a queue.
Interaction 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. The system displays all agents in the selected queues by default. Users with the Cross Queue Data Access permission can search and select agents across all queues. You can search and select agents to view adherence for their interactions; only relevant tiles remain active, while others display disabled.Language
Supports multi-select filtering based on configured languages. When applied, the heatmap displays adherence metrics only for the selected languages.Language options depend on the selected evaluation form.
Heatmap Interactions
Adherence Heatmap Overview
The heatmap tracks agent adherence across selected evaluation metrics over the chosen date range, based on filters selected such as agents, evaluation form, and Language. Each tile represents adherence performance for a specific metric and period based on the selected filters.Adherence Display
The system sorts adherence percentages from lowest to highest by default to help supervisors identify low-performing metrics and agents.
Agent-Level Breakdown
Select a date tile to open an agent-level adherence breakdown for the selected metric. The system displays agents from lowest to highest adherence percentage.
View Interactions
Select View Interactions to open Conversation Mining page with pre-applied filters for failed interactions associated with the selected metric. The system applies metric qualification (pass or fail count) filters automatically and displays them as unsaved filters.
Interaction Display Behavior
Agents with no applicable interactions display at the bottom of the list.
Action Filters
| Action | Description |
|---|---|
| Filter Heatmap by Agent | Opens the agent-specific heatmap view for the selected date range. |
| View Interaction in Conversation Mining | Opens Conversation Mining with failed interactions for the selected agent and metric. |
