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Audit Allocations provides a dedicated workspace for QA managers and supervisors to assign customer interactions to auditors for manual evaluation. It complements AutoQA by enabling structured review workflows, balanced auditor workloads, and consistent quality standards across teams. The workspace helps you create, track, and manage audit assignments from a single location, with visibility into allocation progress, auditor ownership, and completion status. When you configure a Minimum Duration Threshold for Evaluation, the system excludes Below Threshold and Duration Unavailable contacts from automated scoring and, by default, from audit allocation batches. Use the Include below-threshold contacts toggle on each allocation rule to include these contacts for targeted review. The Below Threshold badge displays prominently on the audit screen before the auditor begins review. The interface adapts based on your permissions — showing either management or auditor views depending on your role. Navigate to Quality AI > ANALYZE > Allocations. Audit Allocations

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Why Use Audit Allocations?

Even with automated QA, contact centers rely on manual evaluations to validate accuracy and deliver meaningful agent coaching. Traditional methods create operational challenges that Audit Allocations addresses directly:
ChallengeHow Audit Allocations Helps
Allocation visibility gapsReal-time tracking of what’s assigned and the completion progress for each auditor.
Inflexible assignment managementReassign pending interactions when auditors are unavailable due to leave or workload changes.
Manual workflow inefficienciesCreate custom allocations with quick filters directly in the workflow — no pre-saved filters needed.
Limited distribution controlSpecify exact interaction counts or percentages per agent for precise workload management.
Organizational confusionDedicated workspace separate from Conversation Mining analysis.
Audit Allocations solves these challenges by providing a dedicated workspace with complete lifecycle visibility, flexible reassignment, and streamlined allocation creation.

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How Audit Allocations Help?

Audit Allocations improves your manual QA workflow through the following capabilities:
  • Comprehensive Tracking: Monitor all allocations you’ve created with real-time visibility into auditor-wise completion rates, enabling proactive workload management.
  • Flexible Reassignment: Redistribute pending interactions from unavailable auditors to other team members, ensuring consistent evaluation coverage without workflow disruption.
  • Streamlined Allocation Creation: Create custom allocations with quick filters directly in the assignment workflow, eliminating the need to pre-save filters for one-time audits.
  • Controlled Distribution: Specify exact interaction counts or percentages per agent, giving you precise control over evaluation workload across your auditor team.
  • Dual Assignment Methods: Choose between random sampling for unbiased coverage or custom filters for targeted evaluations based on specific criteria.
  • Threshold-aware Allocation: include or exclude below-threshold contacts based on audit objectives.

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Key Capabilities

  • Comprehensive Tracking: Monitor all allocations with real-time completion rates per auditor.
  • 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.
For steps to create an allocation, see Creating Audit Allocations. For information on managing allocations and auditor views, see Understanding Views and Permissions.