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Audit Allocations is a centralized workspace for QA Managers, Supervisors, Auditors, and Operations Heads to create, assign, track, and manage manual evaluations throughout the audit lifecycle. It provides a guided workflow to define the evaluation scope, allocate interactions, distribute workloads, monitor progress, and manage disputes. Allocation behavior is determined by the evaluation form configuration:
  • Experience Flow assignments create AI Agent allocations.
  • Queue assignments create Human Agent allocations.
  • Support of assigning an evaluation form to either Experience Flows or Queues, but not both.
Experience Flow-based allocations evaluate AI Agent conversations, while queue-based allocations use queues, agents, and agent groups to evaluate Human Agent conversations. Audit Allocations supports voice and chat interactions, multiple languages, workload reassignment, and role-based workspaces for allocations, assigned audits, auditor performance, personal evaluations, disputes, and resolved audits.
Note: The Minimum Duration Threshold applies only to new conversations from Native CCAI, Agent AI, and Quality AI Express sources. It also applies to AI Agent conversation segments evaluated with Experience Flow-based evaluation forms. Only conversations and conversation segments that meet the threshold are included in evaluation and analytics.

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Key Capabilities

  • Create audit allocations for Human Agent and AI Agent conversations.
  • Support Experience Flow-based AI Agent allocations and Queue, Agent, and Agent Group-based Human Agent allocations.
  • Allocate interactions using Random or Custom allocation methods with quick or saved filters.
  • Distribute interactions using percentage-based or fixed-count allocation.
  • Apply minimum duration thresholds to exclude ineligible interactions.
  • Support multiple auditors for Human Agent evaluations.
  • Reassign pending interactions without affecting completed evaluations.
  • Monitor allocation progress, auditor workload, completion rates, pending audits, and average audit scores.
  • Review allocations and interactions through dedicated role-based workspaces, including My Allocations, Assigned to Me, Auditor Performance, My Evaluations, Disputes, and Resolved.
  • Support acknowledgment and dispute workflows for Human Agent evaluations when enabled.
  • Exclude dispute metrics from AI Agent-only allocations.
Note: Dispute-related metrics and statistics don’t apply to allocations that contain only AI Agent conversation segments.

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Workspace Views

Audit Allocations provides dedicated views for different stages of the audit lifecycle.
ViewPurpose
AllocationsCreate, manage, and monitor audit allocations.
My AllocationsView allocations created by the current user.
Assigned to MeAccess and complete audits assigned to the current user.
Auditor PerformanceMonitor auditor workload, allocation progress, completion rates, average audit scores, and pending audits across the organization. Available only to users with the required permissions.
My EvaluationsReview evaluations completed by the current user.
DisputesReview evaluations pending dispute resolution.
ResolvedView completed dispute cases and finalized evaluations.

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Access Audit Allocations

Navigate to Quality AI > AutoQA > 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.
For steps to create an allocation, see Creating Audit Allocations. For information on managing allocations and auditor views, see Understanding Views and Permissions.