The Agent Leaderboard provides a consolidated view of agent performance across queues, channels, languages, and contact directions using Auto QA and manual audit data. It helps identify top and bottom performers, compare inbound and outbound performance, track failures and coaching needs, and analyze results by language and scorecard. By default, it shows data for the last 7 days across all languages, channels, and contact directions.
Navigate to Quality AI > ANALYZE > Agent Leaderboard.
To view leaderboard data, enable Agent Scorecard and Agent Access to Scored Interactions in Quality AI General Settings.
Automated Scoring
- Enable the Agent Scorecard toggle to view automated scoring and leaderboard metrics.
- If a default scorecard is set, scores are based on that scorecard. Otherwise, the system shows the average across all applicable scorecards.
Leaderboard Metrics
The leaderboard aggregates agent performance based on selected filters.
| Column | Description |
|---|
| Agents | Agent name and the queue they belong to. |
| Agent Score Card | Average score across selected scorecards, including assigned count and overall agent score. |
| Total Interactions | Total interactions handled in the selected period. |
| Kore Evaluation Score | Average Auto QA score for each audited interaction. |
| Supervisor Audit Score | Average manual audit score for audited interactions in the selected period. |
| Coaching Assignments | Number of coaching sessions assigned to the agent. |
| Fail Percentage | Percentage of failed interactions across all interactions. |
| Fatal Interactions | Count of interactions with fatal failures. |
| Search | Search agents within the same queue. |
Agent Leaderboard Filters
The Agent Leaderboard uses common Quality AI controls to filter, sort, and search performance data. Scorecards are language-driven and load based on the selected language, allowing multiple scorecards per agent.
Filters and Controls
| Filter | Description |
|---|
| Date Range | View performance over a selected time period. Defaults to the last 7 days. |
| Agent Search | Select a scorecard based on the chosen language. Only relevant scorecards are displayed. |
| Language | Filter data by selecting one or more languages (for example, English). Agent scorecards are language-driven and update based on selection. |
| Agent Scorecard | Select a scorecard based on the chosen language. Only relevant scorecards are displayed. |
| Channels | Filter by Voice or Chat, with additional selection for Inbound and Outbound interactions. |
Sort and Search
| Filter | Filter by one or more scorecards based on language. |
| Sort | Sort agents to identify top or bottom performers by Agent Scorecard, Total Interactions, Kore Evaluation Score, Supervisor Audit Score, Coaching Assignments, or Fail Percentage. |
| Agent Search | Search for agents in the same queues you have access to. |
The leaderboard supports direction-aware performance analysis.
| Selection | Behavior |
|---|
| Voice + Inbound | Incoming calls only |
| Voice + Outbound | Outbound calls only |
| Chat + Inbound | Customer-initiated chats |
| Chat + Outbound | Agent/system-initiated chats |
| All + Both | Combined performance |
Scorecard Behavior (Enablement and Language-Driven)
- Enable Agent Scorecard in Quality AI General Settings to activate automated scoring and leaderboard metrics. If disabled, no interactions or metrics show.
- Scorecards load based on the language and scorecard selected.
- Agent scores are calculated from selected scorecards. If a default scorecard is set, its score is shown; otherwise, the system displays the average across applicable scorecards.
- Changing the language reloads the associated scorecards.
- Only scorecards configured for the selected languages are shown in the list.
- Leaderboard reflects only interactions matching selected filters (language, channel, and direction applied together).
- Fatal interactions impact scores based on evaluation form configuration
Drill-Down to Agent Dashboard
Select any agent from the Agent Leaderboard to open the Agent Dashboard – Supervisor Overview, which provides detailed performance insights and coaching options.
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Performance trends
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Sentiment and resolution insights
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Coaching assignments
For more details, see:
