My Dashboard is a personalized workspace where agents view their own performance. It shows supervisor-assigned scorecards and key insights — such as sentiment trends and resolution effectiveness — based on their conversations.
Agents can monitor performance trends, identify coaching opportunities, and track improvement areas using Calendar and Channel filters.
Access My Dashboard
Navigate to Quality AI > Analyze > My Dashboard.
To view dashboard data, enable Auto QA, Agent Scorecard, and Agent Access to Scored Interactions in Quality AI General Settings.
My Dashboard Filters
My Dashboard uses shared global filters across all widgets to refine data by language, date range, channel, and contact direction. All metrics update dynamically based on the selected filters.
| Filter | Description |
|---|
| Language | Filter by one or more configured languages. Options are based on evaluation metric settings in Configure > Settings > Language Settings. By default, all languages are selected. |
| Date Range | Filter by time period (default: last 7 days) to analyze and compare performance data. |
| Channel | Filter by Voice, Chat, or All Channels. Metrics update based on the selected channel. |
| Contact Direction | Filter by Inbound, Outbound, or Both. |
By default, all languages are selected. Metrics appear only for languages configured at the evaluation metric level.
Filter-Driven Metrics
| Widget | Update |
|---|
| Total Audits | Shows audit count for selected languages only. |
| Avg. Audits per Agent | Shows average for selected languages. |
| Evaluation Score | Updates Manual and Auto QA scores. |
| Fail Statistics | Shows failure data for selected languages. |
| Performance Monitor | Updates performance metrics. |
Displays key performance indicators based on selected filters.
| Metric | Description |
|---|
| Total Interactions | Total interactions during the selected period. |
| Kore Evaluation Score | Average automated Kore evaluation score for completed interactions. |
| No. of Supervisor Audits | Total manually audited interactions completed by supervisors. |
| Supervisor Audit Score | Average score from manual supervisor audits. |
| Total Coaching Assignments | Number of coaching sessions assigned during the selected period. |
| No. of Fails | Total number of failed scorecards during the selected period. |
| Fatal Interactions | Interactions that failed critical compliance or quality criteria. |
Coaching Insights
Highlights strengths and areas for improvement based on selected scorecards.
Scorecard Selection
- Open the Select Scorecard dropdown.
- Choose one or more scorecards.
- Insights update automatically based on selection.
| Insights | Description |
|---|
| Strongest Attributes | Top 5 attributes scoring 80 or higher, ordered by performance. Use to identify and leverage peak performance areas. |
| Opportunity Areas | Bottom 5 attributes scoring below 80, prioritized by lowest scores. Use to focus coaching and training efforts. |
Sentiment Insights
Shows customer sentiment across the agent’s own conversations. Helps agents recognize strengths and identify recurring issues.
| View | Description |
|---|
| Average Sentiment Score | Average sentiment across all topics, with positive or negative counts and trend indicators. |
| Top 5 Highest Sentiment L3 Topics | Top Five L3 topics with the highest sentiment scores, in descending order. |
| Top 5 Lowest Sentiment L3 Topics | Top Five L3 topics with the lowest sentiment scores, in ascending order. |
- Green = Positive sentiment
- Red = Negative sentiment
Drill-down options:
-
View All Topics: Opens Topic Discovery filtered to the agent’s conversations (agent-specific).
-
View Conversations: Opens Conversation Mining filtered to the selected topic.
Resolution Insights
Shows how effectively the agent resolves customer issues.
| View | Description |
|---|
| Average Resolution Rate | Agent’s overall resolution rate across all conversations. |
| Top 5 Highest Resolution L3 Topics | Five L3 topics with the highest resolution rates, in descending order. |
| Top 5 Lowest Resolution L3 Topics | Five L3 topics with the lowest resolution rates, in ascending order. |
| Resolved/Unresolved Breakdown | Counts and percentages of resolved and unresolved conversations per topic. |
-
View All Topics: Opens Topic Discovery filtered to the agent’s conversations.
-
View Conversations: Opens Conversation Mining with filters applied (selected L3 topic).
Scorecard Trend
Tracks performance over time based on selected scorecards and language preferences.
Default Settings
| Setting | Behavior |
|---|
| Default Selection | The oldest assigned scorecard is selected automatically. |
| Manual Override | Change the scorecard using the dropdown. |
| Multi-Scorecard Support | Compare performance across multiple scorecards. |
Language Settings
Each scorecard supports its own language settings. The language filter within a scorecard shows only its configured languages. When a scorecard is selected, all its associated languages are auto-selected.
Time Ranges
| Range | Period |
|---|
| Daily | Last 7 days from the current date. |
| Weekly | Last 7 weeks from the current week. |
| Monthly | Last 7 months from the current month. |
Metrics
| Metric | Description |
|---|
| Avg. Scorecard Score | Average score for the selected scorecard within the chosen date range. |
| Attributes | Attribute-level scores for the selected scorecard within the chosen date range. |
Evaluation Tab
The Evaluation tab allows agents to review their interactions and scores based on access settings.
Access to Evaluation Tab
Navigate to Quality AI > Analyze > My Dashboard > Evaluation.
The Evaluation tab displays automated interaction scores only when the following are enabled in Quality AI > General Settings: Auto QA, Agent Score Card, and Agent Access to Scored Interactions.
Available Interaction Views
The interactions displayed depend on the Agent Access to Scored Interactions configuration:
| Access Type | Columns Shown |
|---|
| Only Manually Audited Interactions | Date & Time, Queue, Supervisor Audit Score. |
| Manually Audited + Auto QA Scored | Date & Time, Queue, Auto QA Score (Kore Evaluation Score), Supervisor Audit Score. |
Evaluation Filters
The Evaluation tab uses the same common filters, including:
| Access Type | Available Filters |
|---|
| Only Manually Audited | Queues (limited to queues the agent belongs to). |
| Manually Audited + Auto QA | Queues and Audit Status (Audit Status visible only when Auto QA interactions are included). |
| Channels: Filter by Voice or Chat, with additional selection for Inbound and Outbound interactions. | |
Common Filters
| Filter | Description |
|---|
| Queues | Filters interactions by queue. |
| Audit Status | Filters audited and unaudited interactions individually. |
| Filter Interactions | Displays the total number of filtered interactions. |
| Channels: Filter by Voice or Chat, with additional selection for Inbound and Outbound interactions. | |
- Agents can view transcripts and comments only for interactions assigned to them.
- Comments appear within the Transcript section of the Audit tab.
Language Settings
The Language Settings section is view-only for agents.
