The Supervisor Dashboard (QA Dashboard) provides near real-time insights into audit performance, agent quality trends, coaching activity, and fatal interactions across conversations.
It enables supervisors to monitor quality metrics, compare performance across inbound and outbound interactions, and identify coaching opportunities using consistent, filter-driven analysis.
By default, the dashboard displays data for the last 7 days across all languages, channels, and contact directions.
Key features
| Feature | Description |
|---|
| Direction-aware Analysis | Analyze performance separately for inbound, outbound, or combined interactions. |
| Adherence Heatmap and Performance Monitor | Track evaluation scores, coaching activity, and trends. |
| Agent Leaderboard | Rank agents by performance. |
| Scorecard Trends | Display average scores at global and language-specific levels. |
| Critical Metrics | Highlight poor performance using negatively weighted scores. |
| Flagged Interactions | Displays across QA Dashboard, Audit Screen, and Conversation Mining for targeted coaching and quality control. |
When to Use This Dashboard
Use the Supervisor Dashboard to:
- Monitor overall quality performance.
- Compare inbound vs 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.
Dashboard Filters
The dashboard uses shared filters across all widgets, consistent with the Agent Dashboard and Audit views, allowing users to refine data by language, date range, channel, and contact direction.
All widgets update dynamically based on selected filters. Default: All Languages, Last 7 Days, All Channels, Both Directions.
Language
You can search and filter by language (more than one) and apply language-specific metrics.
These metrics are available based on configuration under Configuration > Settings > Language Settings.
To filter by language:
- Select the All Languages filter at the top of the dashboard.
- Select one or more languages from the dropdown.
- Metrics update automatically to show language-specific data.
By default, all languages are selected. Metrics are shown only for configured languages under Settings > Language Settings.
Date Range
Use the Calendar to filter data by date range.
- Select the Calendar dropdown.
- Select a date range.
- Select Apply.
Use the filters in the top-right toolbar to refine dashboard data. Channel controls the communication type (Voice, Chat, All), and Contact Direction controls interaction flow (Inbound, Outbound, Both). Both filters apply globally across all widgets, including Total Audits, Avg. Audits per Agent, Fatal Interactions, Evaluation Score, Adherence Heatmap, Performance Monitor, and Agent Leaderboard.
By default, All is selected for Channel and Both for Contact Direction, showing combined metrics across channels and interaction flows.
These filters work together to enable detailed analysis of interaction patterns, such as Voice + Inbound, Voice + Outbound, Chat + Inbound, Chat + Outbound, and All + Both.
The dashboard updates all trends, graphs, and metrics based on the selected filters and supports daily, weekly, and monthly views along with distribution analysis.
To filter data:
- Select All Channels in the top-right corner.
- Choose Voice, Chat, or All.
- Use the direction selector to choose Inbound, Outbound, or Both.
All widgets update dynamically based on selected filters. Default: All Languages, Last 7 Days, All Channels, and Both Directions.
Provides a high-level summary of audit activity, coaching workload, and quality performance.
Total Audits
Number of completed manual audits.
Avg. Audits per Agent
Average number of manual audits completed by each agent in their assigned queues.
Coaching Sessions Assigned
Total coaching sessions assigned to agents by supervisors.
Agents in Coaching
Number of agents with an active coaching assignment in queues accessible to the supervisor.
Fatal Interactions
Number of interactions that failed due to critical errors. If an interaction meets any fatal criteria in the evaluation form, the entire scorecard scores zero.
Audit Progress
Tracks overall audit progress (completed and pending).
| Status | Description |
|---|
| Completed | Number of assigned interactions audited. |
| Pending | Number of assigned interactions not audited. |
Evaluation Score
Displays the trend of the average Kore Evaluation Score (Auto QA) and average Audit Score (manual) over daily, weekly, or monthly intervals.
Adherence Heatmap
Displays a 7-day adherence snapshot based on a default evaluation form, highlighting trends and flagged or fatal interactions.
Use Mark as Default to apply an evaluation form across both the heatmap and QA Dashboard for consistent tracking. Filter adherence data by language and form, including flagged and fatal interactions.
| Option | Description |
|---|
| Evaluation Form | Choose a form to set as Default; related data including fatal interactions appear on the heatmap and QA Dashboard. |
| Language Filter | Use the All Languages dropdown to filter by language; refine adherence data by language. |
| Tooltip Insights | Hover over the heatmap to view adherence percentage, interaction count, and total interactions for the selected agents and date. |
Fail Statistics
Highlights failed and negatively scored interactions to identify quality gaps.
Use Fail Statistics to:
- Track failed interaction percentages by evaluation form, agent scorecard, date range, and language.
- Analyze fatal interaction percentages in daily, weekly, or monthly format.
- Visualize failure rates through interactive charts.
Shows failure rates across selected evaluation forms, highlighting negative scores for critical metrics. Hover over the chart to see detailed failure rates and negatively weighted scores per metric.
The system assigns negative weights to critical metrics in evaluation forms, attributes, or scorecards, producing negative final scores for interactions that fail key criteria. These scores appear across relevant modules.
Agent Scorecard
The chart shows the trend of failed agent interactions as a percentage based on selected scorecard metrics. If any selected metric is marked as fatal, the entire interaction receives a zero score on hover. Fatal interactions are automatically flagged and surfaced across system modules for visibility and action.
Displays performance scores based on selected filters and shows score distribution across agents.
Supervisors monitor agent performance using the selected evaluation form with configured negative weights. The Performance Monitor shows trends by interaction direction, enabling separate analysis of inbound and outbound performance.
| View | Description |
|---|
| Trends | Shows average evaluation scores (positive and negative) over daily, weekly, and monthly periods. |
| Distribution | Displays agent score distribution across defined ranges (for example, 0–10, 11–20) over 7, 30, or 90 days. |
Agent Scorecard
Displays agent performance based on selected filters using scorecard evaluation data.
| View | Description |
|---|
| Trends | Shows trends in the percentage of failed interactions. |
| Distribution | Agent distribution across score bands (for example, 0–10, 11–20). |
Agent Leaderboard
A centralized view for identifying top and bottom performers. This widget works independently of language selection and channel filters.
Leaderboard Columns
| Column | Description |
|---|
| Agents | Agent group name and assigned queue. |
| Audit Completed | Total manual audits completed by each agent. |
| Audit Score | Average score of manual audits. |
| Kore Evaluation Score | Average Auto QA score per audited interaction. |
| Fail Percentage | Failure percentage across all interactions. |
Actions
View Leaderboard
The View Leaderboard option helps supervisors, auditors, and managers view top-and bottom-performing agents along with their conversations.
Access Agent Leaderboard
You can access the full leaderboard from two places:
-
Navigate to Quality AI > Dashboard > Agent Leaderboard.
-
Navigate to Quality AI > Agent Leaderboard.
Select any agent to view their individual dashboard.
Supervisor Insights and Coaching Support
Supervisors gain insights into agent performance, language-specific interactions, and coaching support through bookmarked evaluations and scorecard-based access.
- If no scorecards are assigned to an agent, supervisors can’t view the agent’s scorecard details.
- Supervisors review language-specific interactions and evaluation details to support targeted coaching
- Bookmarked interactions help assign coaching tasks, with the most recent interactions displayed first.
For more information, see Supervisor View with Agent-Specific Dashboard and see Agent Dashboard - Agent View.
| Feature | Purpose |
|---|
| AI-Assisted Manual Audit | Evaluate individual interactions with AI + manual scoring |
| Agent-Specific Dashboard | Analyze individual agent performance and coaching insights |
| Conversation Mining | Explore and filter interaction-level data |
