The Audit allocation process provides a three-step workflow to define the interaction scope, select the allocation method, and assign interactions to auditors. Each step builds on the previous one, guiding the process from setup to final assignment.
The workflow supports interactions across Inbound, Outbound, or Both contact directions based on the selected evaluation form and queue assignment.
Access Audit Allocations
Navigate to Quality AI > ANALYZE > My Allocations.
Step 1: Settings
Define the evaluation scope, select the form, and filter the interactions to evaluate.
| Field | Description |
|---|
| Name | Descriptive name that identifies the allocation purpose. |
| Description | Optional context about the allocation’s purpose, focus areas, or evaluation priorities. |
| Date Range | Date range for the interactions to evaluate. |
| Evaluation Form | Form that guides auditors during review. Also determines which queues appear in subsequent filters. |
| Languages | Languages to include. Select specific languages for language-specific audits, or select all for full coverage. The system shows the total matching interaction count. |
| Queue | Queue associated with the selected evaluation form. |
Filter by Agents or Agent Groups
Narrow the scope to specific agents or groups:
| Filter | How to use |
|---|
| Agents | Select individual agents from the dropdown. Leave empty to include all agents in the selected queues. |
| Agent Groups | Select 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 selections.
Select Next to proceed to the Allocation step.
Step 2: Allocation Type
Choose how to select interactions from the filtered pool.
Random Allocation
Uses statistical sampling for impartial interaction selection. Ideal for representative coverage across agents.
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Select Random.
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Enable the Channel Type for evaluation to include: Voice, Chat, or both.
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Select an Assignment Logic:
| Logic | Description |
|---|
| Percentage Per Agent | Allocates a consistent percentage of each agent’s interactions. Ensures proportional representation. |
| Interactions Per Agent | Assigns a fixed number of interactions per agent. Provides uniform sample sizes. |
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Enter the percentage or interaction count. The system displays:
- Average per Agent: Equivalent value in the opposite metric.
- Total Interactions: Real-time total for this configuration.
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Enter the Minimum Duration Threshold under the Random Allocation.
The Random Allocation configuration panel includes an Include interactions below duration threshold toggle per allocation rule. When included, these interactions display a Below Threshold badge during audit.
- Excluded (default): The system excludes below-threshold interactions from random sampling.
- Included: The system makes flagged interactions available for selection alongside evaluated contacts.
This setting is configurable per queue, agent, or channel, allowing independent sampling behavior across allocation rules.
Custom Allocation
Lets you apply specific filters to target particular scenarios, sentiment ranges, or performance metrics. Ideal for focused evaluations or validating Auto QA accuracy.
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Select Custom.
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Choose how to define your criteria:
| Method | When to use |
|---|
| Saved Filter | Select a filter previously saved in Conversation Mining. Best for recurring audit focuses. |
| Quick Filter | Configure a filter directly in the allocation workflow. Best for one-time allocations. |
Quick Filter Creation
Select Create Filter to open the quick filter builder.
| Filter Category | What you can filter |
|---|
| Experience | Sentiment trends, emotions, wait time, CSAT, intents, topics, churn risk. |
| Behavior | Evaluation metrics, empathy score, crutch word usage, playbook adherence, Kore Evaluation Score. |
| Keyword | Include or exclude interactions containing specific words or phrases. |
| Efficiency | AHT, handling time ranges, AHT deviation, number of transfers. |
Per-Agent Control
After defining filters, you can further refine by sampling per agent:
- Specify a percentage or interaction count per agent within the filtered set.
- Combine targeted filtering with proportional sampling for precise control.
Example: Filter for interactions with sentiment scores less than 3, then sample 5% per agent from those results to focus on low-satisfaction situations.
Select Next to proceed to the Assignment step.
Step 3: Assignment
Distribute the selected interactions across your auditor team.
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Use the Search Auditors dropdown to select team members.
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Choose multiple auditors to distribute the workload.
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Enter the Allocation Percentage for each auditor. The system calculates the exact interaction count per auditor automatically.
Example (100 total interactions, 3 auditors):
- Auditor A: 40% = 40 interactions
- Auditor B: 30% = 30 interactions
- Auditor C: 30% = 30 interactions
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Adjust percentages until they total exactly 100%. The Create button remains disabled until the total reaches 100%.
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Review the complete configuration:
- Settings: Form, languages, agents, agent groups.
- Allocation: Method (Random or Custom), filters, total interactions.
- Assignment: Auditors and their percentages.
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Select Create to activate the allocation.
The system immediately assigns interactions to auditors. Auditors can see their assignments in the Assigned to Me tab right away.
After Creating an Allocation
- The allocation appears 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.
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.
Step-by-Step Resolution
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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.
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Access Edit
- Select Edit from the Actions menu.
- Review: Auditor John — 20 assigned, 0 completed, 20 pending. Auditor Doe — 20 assigned, 0 completed, 20 pending.
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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.
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Configure new distribution
- C: 35% = 14 interactions
- P: 35% = 14 interactions
- R: 30% = 12 interactions
- Verify the total reaches 100%.
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Complete reassignment
- Select Update.
- 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.”
- Completed work from 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.
