> ## Documentation Index > Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # Supervisor Dashboard The **QA Dashboard** provides a centralized view of quality performance across AI Agent and Human Agent conversations. It combines audit metrics, evaluation outcomes, AutoQA coverage, adherence trends, coaching insights, and interaction analytics to help supervisors monitor quality, identify performance gaps, and prioritize coaching opportunities. The dashboard uses shared global filters, including Handled By, allowing supervisors to analyze AI Agent, Human Agent, or combined conversation data. All widgets update automatically to reflect the selected filters. Using the QA Dashboard, supervisors can: * Monitor quality performance and evaluation trends. * Compare AutoQA and manual audit results. * Analyze failed and fatal interactions. * Track audit progress, coaching activity, and pending reviews. * Evaluate AI Agent and Human Agent performance separately or together. * Identify agents requiring coaching. *** ## 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. | | **Handled By Analysis** | Filter dashboard data by All, Human Agent, or AI Agent to analyze quality metrics separately or together. | | **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. | ## Access Supervisor Dashboard Navigate to **Quality AI** > **AutoQA** > **Dashboard**. Quality AI Dashboard Enable the required settings in [Quality AI General Settings](/ai-for-service/quality-ai/configure/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 Quality AI permissions to access features such as **Agent Scorecard**, **AutoQA**, **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 **AutoQA** (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, 1. Select the **Calendar** dropdown. 2. Select a date range. 3. Select **Apply**. ### Filter Options Select **Filter** in the upper-right corner of the dashboard to open the filter panel. | **Filter** | **Description** | **Affected Widgets** | | ------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- | | **Evaluation Forms** | Filters dashboard data using the selected evaluation forms. Queue and Experience Flow options update dynamically based on the selected forms. | Total Audits, Fatal Interactions, Evaluation Score, Adherence Heatmap, Fail Statistics (Evaluation Form), Performance Monitor (Evaluation Form) | | **AI Agent → Experience Flow** | Filters AI Agent conversations using the selected Experience Flows. Supports multi-select, search, **Show all**, and **Clear selection**. | Evaluation widgets, Fail Statistics, Adherence Heatmap, Performance Monitor | | **Human Agent → Queues** | Filters Human Agent conversations using the selected queues. Supports multi-select, search, **Show all**, and **Clear selection**. | Evaluation widgets, Fail Statistics, Adherence Heatmap, Performance Monitor, Agent Leaderboard | | **Human Agent → Agents** | Filters dashboard data for the selected Human Agents. Supports multi-select, search, **Show all**, and **Clear selection**. | Agent Leaderboard and coaching-related widgets | | **Channel & Direction** | Filters interactions by channel (**Voice** or **Chat**) and contact direction (**Inbound**, **Outbound**, or **Both**). | All widgets | | **Language** | Filters interactions by the configured languages. By default, all available languages are selected. | All widgets | Select **Apply** to apply the selected filters and refresh the dashboard widgets. This **Apply** option becomes available only when filter changes are pending. Channel Options 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** 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](/ai-for-service/quality-ai/analyze/conversation-mining-audit-allocations). Audit Progress ### 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. Evaluation Score 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. Dashboard Adherence Heatmap | 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](/ai-for-service/quality-ai/analyze/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. Fail Statistics - Evaluation Form ### 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. Fail Statistics - Agent Scorecard The widget updates automatically based on the applied dashboard filters. | **Element** | **Description** | | ----------------------------- | -------------------------------------------------------------------------------------------------------------- | | **Evaluation Form** | Selects the evaluation form used to calculate failure statistics. | | **Queues & Experience Flows** | Filters results by Queues or AI Experience Flows. Supports separate tabs with search and multi-select options. | | **No. of Fails** | Displays the total number of failed interactions and the percentage change compared to the previous period. | | **Failed Interactions** | Shows trends of failed interactions over time. | | **Fatal Interactions** | Displays interactions that triggered one or more configured fatal metrics. | | **Trend Interval** | Allows selection of trend view by **Daily**, **Weekly**, or **Monthly** intervals. | * The widget updates automatically based on the selected dashboard filters. * When **Handled By** is set to **AI Agent**, only AI Agent evaluation data is displayed. * The **Agent Scorecard** view is unavailable for AI Agent analysis because scorecards apply only to **Human Agent** evaluations. *** ## 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. Performance Monitor - Evaluation Form Trends | 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. | Performance Monitor - Evaluation Form Distribution ### Agent Scorecard Displays scorecard-based performance trends and score distribution using selected scorecard metrics. Performance Monitor - Agent Scorecard Trends | View | Description | | ---------------- | ------------------------------------------------------------------------------------- | | **Trends** | Displays failed interaction percentage trends over time. | | **Distribution** | Displays agent distribution across configured score bands (for example, 0–10, 11–20). | Performance Monitor - Agent Scorecard Distribution 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. For more information about ranked agent performance and associated conversations, see [Agent Leaderboard](/ai-for-service/quality-ai/analyze/agent-leaderboard). #### View Leaderboard Displays top and bottom performers along with their associated conversations. View Leaderboard You can access the full **Agent Leaderboard** by navigating to: * **Quality AI** > **Dashboard** > **Agent Leaderboard**. Agent Leaderboard from Dashboard * **Quality AI** > **Agent Leaderboard**. Agent Leaderboard * Select any agent to view their individual dashboard (Agent Leaderboard or Agent-Specific Dashboard). Agent-Specific Dashboard Overview #### Supervisor Insights and Coaching Support Supervisors can review interactions, evaluation details, bookmarked conversations, and coaching insights to support targeted coaching activities. Supervisors can use bookmarked interactions to assign coaching tasks. The system displays the most recent interactions first. If an agent doesn’t have an assigned scorecard, supervisors can't view that agent’s scorecard details. For more information, see [Supervisor View with Agent-Specific Dashboard](/ai-for-service/quality-ai/analyze/supervisor-view-agent-specific-dashboard) and [Agent Dashboard - Agent View](/ai-for-service/quality-ai/analyze/my-dashboard-agent-view).