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Audit Allocations helps QA managers select, distribute, and manage interactions for quality evaluations. It provides a guided workflow to define the evaluation scope, allocate interactions using random or custom methods, assign audits to evaluators, and configure dispute resolution. This feature supports voice and chat interactions, inbound and outbound contact directions, multiple languages, queues, agents, and agent groups. QA managers can apply statistical sampling, targeted filters, or custom allocation rules, distribute workloads across auditors, reassign pending evaluations, and manage dispute routing and re-disputes. By streamlining interaction selection, auditor assignment, and dispute management, Audit Allocations improves evaluation consistency, accuracy, and operational efficiency.

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Access Audit Allocations

Navigate to Quality AI > Analyze > My Allocations. Create Allocations

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Step 1: Settings

Define the evaluation scope, select the form, and filter the interactions to evaluate.

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Basic Information

FieldDescription
NameDescriptive name that identifies the allocation purpose and makes it easy to locate later.
DescriptionOptional context about the allocation’s purpose, focus areas, or evaluation priorities to help team members understand the intent.
Date RangeSpecify the date range for interactions to evaluate and capture the relevant conversation window.
Evaluation FormSelect a form to guide auditors in reviewing and assessing assigned interactions. The form determines the linked queues available for filtering and defines the dispute workflow, including routing rules, re-dispute limits, and dispute settings for evaluations under the allocation.
LanguagesChoose the languages for this allocation. Select specific languages when creating audits for auditors who evaluate only certain languages, or select all languages for comprehensive coverage. The interaction count updates displays automatically to reflect the selection.
QueueQueue associated with the selected evaluation form.
The selected evaluation form determines the available queues and interaction directions, including Inbound, Outbound, or Both. This supports both customer-initiated and agent-initiated interactions, such as callbacks and campaigns.

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Filter by Agents or Agent Groups

Narrow your allocation scope to specific team members or groups.
FilterHow to use
AgentsSelect individual agents from the dropdown. Leave empty to include all agents in the selected queues. Users with the Cross Queue Data Access permission can select agents across all queues.
Agent GroupsSelect pre-configured groups for bulk selection. Useful for team-based evaluations. Combine with individual agent selection as needed.
The interaction count updates automatically as you adjust your selections, showing exactly how many interactions match your criteria. Select Next to proceed to the Allocation step. Settings

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Step 2: Allocation Type

Select how to choose interactions from the filtered pool: Random for unbiased sampling or Custom for targeted evaluation.

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Random Allocation

Uses statistical sampling to ensure impartial selection of interactions, providing representative coverage across agents with control over sample size.
  1. Select the Random option.
  2. Enable the Channel Type for evaluation:
    • Voice: To include phone interactions.
    • Chat: To include chat interactions.
    • Both: All channel types.
  3. (Optional) Enable Include interactions below duration threshold to include interactions that fall below the configured minimum duration threshold.
    • Disabled (default): The system excludes below-threshold interactions from random sampling.
    • Enabled: The system includes below-threshold interactions in the allocation and displays a Below Threshold indicator during evaluation.
  4. Configure separate allocation logic for Voice and Chat interactions.
    LogicDescription
    Percentage Per AgentAllocates a percentage of interactions for each agent.
    Interactions Per AgentAllocates a fixed number of interactions for each agent.
  5. Enter the required percentage or interaction count for each enabled channel. The system automatically displays allocation metrics such as average selected interactions for Voice, average interactions per agent for Chat, and the total selected interactions for both Voice and Chat.
  6. Review the audit summary, which includes the total number of selected interactions and the breakdown of Voice and Chat interactions.
    This setting is configurable independently for Voice and Chat channels, enabling flexible allocation behavior across different interaction types.
    Allocation Type

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Custom Allocation

Applies specific filters to select interactions based on scenarios, sentiment ranges, or performance metrics. Ideal for focused evaluations or validating Auto QA accuracy.
  1. Select the Custom option.
  2. Choose your filter source.
    • Saved Filter: Select a filter previously saved in Conversation Mining. Best for recurring audit focuses or standard evaluation scenarios.
    • Quick Filter: Configure a filter directly in the allocation workflow. Best for one-time allocations without saving filters. Perfect for one-time allocations without cluttering your saved filter library. Custom Allocation
Quick Filter Creation Select Create Filter to open the quick filter builder.
Filter CategoryWhat you can filter
ExperienceSentiment trends, emotions, wait time, CSAT, intents, topics, churn risk.
BehaviorEvaluation metrics, empathy score, crutch word usage, playbook adherence, Kore Evaluation Score.
KeywordInclude or exclude interactions containing specific words or phrases.
EfficiencyAHT, handling time ranges, AHT deviation, number of transfers.
The interaction count updates dynamically as you adjust filters. For more information on filter interactions, see Filter Interactions. Quick Filter Creation Custom Interaction Allocation After you define the filters, configure interaction allocation settings to determine how the system assigns interactions for audit.
  • All Interactions: Includes all interactions returned by the applied filters.
  • Custom: Enables you to apply additional sampling controls to the filtered interaction set.
When you select Custom, choose one of the following allocation methods:
Allocation MethodDescription
Percentage Per AgentAllocates a percentage of filtered interactions for each agent.
Interactions Per AgentAllocates a fixed number of filtered interactions for each agent.
The system automatically displays the average number of selected interactions based on your configuration. Example: Filter interactions with sentiment scores lower than 3, then allocate 5% per agent from those filtered interactions to focus on low-satisfaction conversations. Select Next to proceed to the Assignment step.

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Step 3: Assignment

Distribute selected interactions across the auditor team, ensuring balanced workload and activating the allocation for evaluation.
  1. Use the Search Auditors dropdown to select team members who evaluate interactions.
  2. Choose multiple auditors to distribute the workload. Consider these factors when selecting auditors.
  3. Enter the Allocation Percentage for each auditor. The system calculates the exact interaction count per auditor automatically.
  4. Review the Interactions column, which automatically calculates the exact interaction count for each auditor based on your percentage input. Example (100 total interactions, 3 auditors):
    • Auditor A: 40% = 40 interactions
    • Auditor B: 30% = 30 interactions
    • Auditor C: 30% = 30 interactions
  5. Adjust percentages until they total exactly 100%. The Save button remains disabled until the total reaches 100%.
  6. Review the complete configuration:
    • Settings: Form, languages, agents, agent groups.
    • Allocation: Method (Random or Custom), filters, total interactions.
    • Assignment: Auditors and their percentages.
  7. Select Save to activate the allocation.
When activated, the system immediately assigns interactions to auditors. Auditors can see their assignments in the Assigned to Me tab right away. Assignment

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After Creating an Allocation

  • The allocation displays in your My Allocations tab.
  • Auditors see their assigned interactions in Assigned to Me.
  • Track completion progress in real-time.
  • Edit the allocation at any time to reassign pending interactions.
    If you enable Agent Accept & Dispute and configure disputes for the selected evaluation form, the Review Status column tracks agent acknowledgments and dispute activity for all audited interactions in the allocation.

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Step 4: Configure Dispute Allocation

Configure how agents dispute evaluations created under this allocation. Complete this step only after enabling Agent Accept & Dispute in Quality AI > Settings.

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Dispute Resolution Assignment

The Dispute Resolution Assignment setting to enable or disable disputes feature for evaluations under this allocation.
StateBehavior
OnEnable agents to acknowledge or dispute metric-level scores for evaluations under this allocation.
OffPrevent agents from responding to evaluations. The system hides the Accept and Dispute options and marks evaluations as Audited upon completion.

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Dispute Routing Rule

When you enable Dispute Resolution Assignment, select how the system routes disputes for re-evaluation.
OptionDescription
Same AuditorRoute disputes to the auditor who performed the original evaluation.
Different AuditorRoute disputes to a different auditor selected from the auditor list.

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Auditor List (Different Auditor Only)

When you select Different Auditor, define the pool of auditors available for dispute routing. Add Auditors
  • Select Search Auditors to Add.
  • Search for and select one or more auditors.
  • Select Add.
Added auditors display in the list below the search field. If you don’t add any auditors, the system shows No Auditors Added.

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Allow Multi-Round Re-Disputes

The Allow Multi-Round Re-Disputes option controls whether agents can raise additional disputes after QA re-evaluation.
StateBehavior
OnEnable agents to dispute QA re-evaluations and initiate additional rounds up to the configured limit.
OffMake the QA decision final. The system prevents further disputes and shows an in-context message to agents.

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Maximum Re-Disputes Allowed

When you enable multi-round disputes, select the maximum number of dispute rounds.
SettingDescription
Maximum Re-Disputes AllowedSelect the number of dispute rounds from the dropdown (default: 3).
When the system reaches the limit, it changes the evaluation status to Closed and prevents any further disputes.

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Use Case: Managing Auditor Availability During Peak Season

Scenario: A QA Manager creates a monthly random sample allocation for 15 auditors. Three days later, two auditors report unexpected leave, leaving 40 pending interactions unassigned.

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Step-by-Step Resolution

  1. Identify the Issue
    • Open My Allocations tab.
    • Locate the “December 2024 Monthly Sample” allocation.
    • Confirm that two auditors (John, Doe) have 0 interactions completed and 20 pending each.
  2. Access Edit Capability
    • Select Edit from the Actions menu.
    • Review current allocation showing:
      • Auditor John — 20 assigned, 0 completed, 20 pending.
      • Auditor Doe — 20 assigned, 0 completed, 20 pending.
  3. Reassign Pending Work
    • Select the checkboxes for Auditor John and Auditor Doe (40 total pending interactions).
    • Select Add New Auditors and choose three auditors with lighter workloads: Auditor C, Auditor P, and Auditor R.
  4. Configure New Distribution
    • Assign 35% to C (14 interactions)
    • Assign 35% to P (14 interactions)
    • Assign 30% to R (12 interactions)
    • Verify total reaches 100%
  5. Complete Reassignment
    • Select Update to apply changes.
    • The system redistributes the 40 pending interactions to the selected auditors.
    • Auditor C, Auditor P, and Auditor R immediately see their assignments in Assigned to Me.
    • The completed work from the original auditors remains unchanged.
Outcome: The monthly audit stays on schedule. No interactions are lost or duplicated, and workload is balanced across available team members.