- Monitor overall quality performance
- Compare inbound and outbound performance trends
- Identify fatal and failed interactions
- Track audit progress and coaching workload
- Track pending reviews and active disputes (when agents can dispute decisions)
Key features
| Feature | Description |
|---|---|
| Real-time Performance Insights | Provides near real-time visibility into audit performance, agent quality trends, coaching activity, and fatal interactions across conversations. |
| Cross-queue Analytics | Enables viewing agent performance across all queues without assignment restrictions. |
| Direction-aware Analysis | Supports separate or combined analysis of inbound and outbound interactions for performance comparison. |
| Adherence Heatmap | Visualizes adherence trends, fatal interactions, and evaluation performance based on selected filters. |
| Agent Leaderboard | Identifies top and bottom performers using audits completed, audit scores, evaluation scores, and failure rates to support targeted coaching. |
| Evaluation Score Trends | Tracks Auto QA and manual audit score trends across daily, weekly, and monthly time periods. |
| Performance Monitoring | Analyzes score distributions and agent performance using evaluation forms. |
| Flagged Interactions Visibility | Provides access to flagged interactions across the QA Dashboard, Audit Screen, and Conversation Mining for quality control and coaching. |
| Pending Review Tracking | Tracks evaluations awaiting QA action and evaluations awaiting agent acknowledgement or dispute response. |
| Filter-based Analysis | Supports global filters for language, date range, channel, and contact direction, with dynamic widget updates based on selected criteria. |
| Role-based Access | Grants access based on user role. App Owners, App Developers, App Testers, and Supervisors with Cross Queue Data Access can view all queues, while other users can access only their assigned queues. |
When to Use This Dashboard
Use the Supervisor Dashboard to:- Monitor overall quality performance.
- Compare inbound and outbound trends.
- Identify fatal and failed interactions.
- Track audit progress and coaching workload.
Access Supervisor Dashboard
Navigate to Quality AI > Analyze > Dashboard.
Enable the required settings in Quality AI General Settings and assign the appropriate permissions to access features such as Agent Scorecard, Auto QA, Evaluation Forms, Adherence Heatmap, Performance Monitor, and Agent Leaderboard.
Configuration Requirements
- Enable the required settings in Quality AI > Settings > Quality AI General Settings to access dashboard features and activate the Agent Accept & Dispute workflow.
- Assign the required permissions to access features such as Agent Scorecard, Auto QA, Evaluation Forms, Adherence Heatmap, Performance Monitor, and Agent Leaderboard.
- Enable Cross Queue Data Access for users to view data across all queues.
- Configure and publish evaluation forms and scorecards, and enable Auto QA (for automated evaluation scoring) in Quality AI General Settings.
Dashboard Filters
The QA Dashboard supports shared global filters across all widgets, consistent with the Agent Dashboard and Audit views. Use the Filter panel to refine dashboard data by evaluation form, queue, language, date range, channel, contact direction, and agent for targeted quality and performance analysis. By default, the dashboard displays data for All Evaluation Forms, All Queues, All Languages, Last 7 Days, All Channels, and Both Directions.All widgets update dynamically based on selected filters. Default: All Languages, Last 7 Days, All Channels, Both Directions.
Date Range
Select a date range using the calendar and apply to refresh the dashboard data. To filter by calendar,- Select the Calendar dropdown.
- Select a date range.
- Select Apply.
Filter Options
| Filter | Description | Affected Widgets |
|---|---|---|
| Evaluation Forms | Filters dashboard data using selected evaluation forms. Available queue options depend on the selected forms. | Total Audits, Fatal Interactions, Evaluation Score, Adherence Heatmap, Fail Statistics (Evaluation Form), and Performance Monitor (Evaluation Form). |
| Queues | Filters interactions using queues mapped to the selected evaluation forms. | Total Audits, Fatal Interactions, Evaluation Score, Adherence Heatmap, Fail Statistics (Evaluation Form), Performance Monitor (Evaluation Form), and Agent Leaderboard. |
| Channel | Filters interactions by Voice or Chat and by Inbound, Outbound, or Both directions. | All widgets. |
| Language | Filters interactions by one or more configured languages. The system selects all configured languages by default. | All widgets. |
| Agents | Filters dashboard data for selected agents. | Agent Leaderboard and coaching-related widgets. |
Only configured languages are available. The default view includes All Languages, Last 7 Days, All Channels, and Both Directions.
Agent Performance Metrics
Provides a high-level summary of audit activity, coaching workload, quality performance, and evaluation review status.| Metric | Description |
|---|---|
| Total Audits | Displays the total number of completed manual audits. |
| Avg. Audits per Agent | Displays the average number of audits completed by each agent in assigned queues. |
| My Pending Reviews | Displays the number of disputed evaluations assigned to the signed-in QA that are awaiting re-evaluation response. The count updates automatically when agents submit disputes and QAs resolve them. |
| Supervisor Pending Reviews | Displays the number of evaluations awaiting supervisor review or dispute resolution. |
| Agent Pending Reviews | Displays the number of evaluations awaiting agent acknowledgement or dispute response. |
| Coaching Sessions Assigned | Displays the total number of coaching sessions assigned to agents. |
| Agents in Coaching | Displays the number of agents with active coaching assignments in queues the supervisor can access. |
| Fatal Interactions | Displays the number of interactions that failed due to fatal evaluation rules. If an interaction meets any fatal criterion, the system assigns a score of zero to the entire scorecard. |
This metric is visible only when these settings are enabled in Quality AI > Settings > Quality AI General Settings and **Agent Accept & Dispute **disputes are configured for one or more evaluation forms.
Audit Progress
Displays the overall audit status of assigned interactions in a donut chart, showing distribution across audit stages. The total in the center represents all assigned interactions, while each segment indicates its current status.| Status | Description |
|---|---|
| Completed | Number of assigned interactions audited. |
| Pending | Number of assigned interactions not audited. |
| In Review | Number of assigned interactions under review. |
Audit Action
Select Audit to navigate to Conversation Mining > Audit Allocations, where you can start or continue evaluating assigned interactions. For more information exploring and filtering interaction-level data, see Audit Allocations.
Evaluation Score
Displays the trend of the average Kore Evaluation Score (Auto QA) and average Audit Score (manual) over daily, weekly, or monthly interval views based on selected filter options such as Forms, Channels, Languages, Queues, and Agents.
When Agent Accept & Dispute is enabled in Quality AI > Settings, Audit Score reflects the latest revised score after re-evaluation.
Adherence Heatmap
Displays a 7-day adherence snapshot for the selected evaluation form, highlighting adherence trends, flagged interactions, and fatal interactions at the form level. The heatmap updates based on filters such as evaluation form, queue, language, channel, agent, and date range. Queue options update based on the selected evaluation form. Hover over a tile to view adherence percentage, interaction count, and total evaluated interactions for a selected date and agents. Use Mark as Default to set a default evaluation form and maintain consistent data across the Adherence Heatmap and QA Dashboard.
| Option | Description |
|---|---|
| Evaluation Form | Select the evaluation form for adherence metrics and fatal interactions. Set a default form to display data on the heatmap and QA Dashboard. |
| Language Filter | Filters adherence metrics by language. Use the All Languages dropdown to refine adherence data by selected language. |
| All Queues | Filters interactions by queues mapped to the selected evaluation form. |
| Tooltip Insights | Hover over the heatmap to view adherence percentage, interaction count, and total interactions for the selected agents and date range. |
Enable Auto QA in Quality AI > Settings > Quality AI General Settings to configure evaluation forms and generate automated scores.
View More Details
Select View More Details to open the detailed Adherence Heatmap and view evaluation form-based trends.Fail Statistics
Displays failed and negatively scored interactions to help supervisors identify quality gaps, fatal trends, and evaluation issues. The widget updates dynamically based on filters such as evaluation form, queue, language, agents, and date range. Use Fail Statistics to:- Track failed and fatal interaction percentages across evaluation forms and agent scorecards.
- Analyze fatal interaction trends across daily, weekly, or monthly views.
- Compare failed interactions and fatal interactions using interactive trend charts.
Evaluation Form
Displays failed and fatal interaction trends across selected evaluation forms and queues. Hover over the chart to view detailed failure percentages and metric-level scores.
Agent Scorecard
Displays failed interaction trends based on selected scorecard metrics. If you mark a metric as fatal, assign a zero score to the interaction and flag it across modules. Hover over the chart to view failure percentages and metric-level scores.
Performance Monitor
Displays performance trends and score distributions using evaluation forms and agent scorecards. The widget updates based on shared filters such as evaluation form, queue, language, channel, agents, and date range.Evaluation Form
Displays performance trends and evaluation scores for selected evaluation forms and queues. Supervisors can switch between Trends and Distribution views and analyze data across daily, weekly, and monthly intervals. The score gauge shows the average evaluation score for the selected filters and date range.
| View | Description |
|---|---|
| Trends | Displays evaluation score trends over time using a performance graph. |
| Distribution | Displays agent score distribution across defined ranges (for example, 0–10, 11–20) over 7, 30, or 90 days. |
Agent Scorecard
Displays scorecard-based performance trends and score distribution using selected scorecard metrics.
| View | Description |
|---|---|
| Trends | Displays failed interaction percentage trends over time. |
| Distribution | Displays agent distribution across configured score bands (for example, 0–10, 11–20). |
The Agent Scorecard tab displays only when enabled in Quality AI > Settings > Quality AI General Settings.
Agent Leaderboard
Provides a centralized view of ranked agent performance to help supervisors identify top and bottom performers for recognition and targeted coaching. The leaderboard updates dynamically based on the selected Queue filter and works independently of Language and Channel filters. Select an agent or View Leaderboard to open detailed performance insights.Leaderboard Columns
| Column | Description |
|---|---|
| Agents | Displays the agent group name and assigned queue. |
| Audit Completed | Displays the total number of interactions completed by each agent. |
| Audit Score | Displays the average manual audit score, including the latest revised score for any re-evaluated interactions. |
| Kore Evaluation Score | Displays the average Auto QA score for audited interactions. |
| Fail Percentage | Displays the percentage of failed interactions across all audits. |
When Agent Accept & Dispute is enabled in Quality AI > Settings > Quality AI General Settings, Audit Score reflects the latest revised score after re-evaluation.
View Leaderboard
Displays top and bottom performers along with their associated conversations.
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Quality AI > Dashboard > Agent Leaderboard.
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Quality AI > Agent Leaderboard.
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Select any agent to view their individual dashboard (Agent Leaderboard or Agent-Specific Dashboard).
