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Audit Allocations provides a workspace for QA managers and supervisors to assign customer interactions to auditors for manual evaluation. It complements AutoQA by supporting structured review workflows, balanced auditor workloads, and consistent quality standards. You can create, track, and manage audit assignments with visibility into allocation progress, ownership, completion status, and, when enabled, agent acknowledgments and disputes. Configure a Minimum Duration Threshold to exclude contacts marked Below Threshold or Duration Unavailable from automated scoring and, by default, from audit allocation batches. Use the toggle to include these contacts for targeted review. The system flags these contacts before evaluation. Manage allocations across all queues with the Cross Queue Data Access permission. Without this permission, you can manage allocations only for assigned queues. Navigate to Quality AI > Analyze > Allocations. Audit Allocations
Enable Agent Accept & Dispute in Quality AI > Settings > Quality AI General Settings to activate the My Evaluations, Disputes, Resolved, and the Review Status column in My Allocations.

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Key Capabilities

  • Comprehensive Tracking: Monitor all allocations with real-time completion rates per auditor, including acknowledgement and dispute status when disputes are enabled.
  • Flexible Reassignment: Redistribute pending interactions from unavailable auditors without disrupting completed work.
  • Streamlined Creation: Build allocations with quick filters in the assignment workflow.
  • Controlled Distribution: Set exact interaction counts or percentages per agent.
  • Dual Assignment Methods: Choose Random for unbiased sampling or Custom for targeted evaluations.
  • Dispute Queue: The Disputes tab gives QAs a focused queue of all evaluations actively routed to them for re-evaluation.
  • Threshold-aware Allocation: Include or exclude below-threshold contacts based on audit objectives.
For steps to create an allocation, see Creating Audit Allocations. For information on managing allocations and auditor views, see Understanding Views and Permissions.