Documentation Index
Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
Use this file to discover all available pages before exploring further.
Overview
The Agent-Specific Dashboard provides supervisors with a detailed view of individual agent performance across quality, coaching, sentiment, and resolution insights, enabling targeted coaching and performance improvement.
Supervisors can track interaction trends, Auto QA and manual scores, scorecard performance, and L3-level sentiment and resolution insights.
You can filter data by date range, language, queue, channel (voice or chat), and contact direction to focus on relevant interactions and trends.
Key Capabilities
| Capability | Description |
|---|
| Agent-Level Performance Analysis | Track interaction volume, evaluation scores, and audit activity. |
| Coaching Insights | Identify strengths and improvement areas using scorecard data. |
| Sentiment and Resolution Insights | Analyze customer experience trends at topic (L3) level. |
| Trend Monitoring | View performance trends across daily, weekly, and monthly intervals. |
| Detailed Navigation | Navigate to Topic Discovery and Conversation Mining for deeper analysis. |
Access Agent Dashboard
A supervisor can access the Agent Dashboard in the following ways:
Option 1:
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Navigate to Quality AI > Analyze > Dashboard.
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Select Agent Leaderboard → Select an agent to open their dashboard Overview.
Option 2:
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Navigate to Quality AI > Analyze > Agent Leaderboard.
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Select an agent to open their dashboard Overview.
Enable Auto QA, Agent Scorecard, and Agent Access to Scored Interactions in
Quality AI Settings to view evaluation scores and coaching insights.
The Overview tab provides the supervisor’s view of the agent dashboard for each agent and includes the following:
Filters
The Dashboard metrics helps you to filter and refine the data displayed across the entire Agent Dashboard by selected languages, date range, channel, and contact direction.
| Filter | Description |
|---|
| Language | Filter by one or more configured languages. Metrics reflect only languages defined in Configuration > Settings. By default, all languages are selected. Key widgets such as Total Audits, Avg. Audits per Agent, Evaluation Scores, Fail Statistics, and Performance Monitor updates based on selection. |
| Date Range | Filter data using predefined ranges (Today, Yesterday, Last 7, 28, or 90 Days) or a custom range (up to 31 days). Data is displayed in the agent’s time zone. |
| Channel | Filter by Voice, Chat, or All Channels. Supports trend and distribution views. |
| Contact Direction | Filter by Inbound, Outbound, or Both. You can apply it per channel for more granular analysis. |
All widgets update dynamically based on selected filters.
Provides a summary of agent activity and quality performance.
| Metric | Description |
|---|
| Total Interactions | Interactions completed by the agent in the selected period. |
| Kore Evaluation Score | Average Auto QA score for the agent’s completed calls. |
| No. of Supervisor Audits | Total number of interactions manually audited by a supervisor for the selected period. |
| Supervisor Audit Score | Average manual audit score for audited interactions. |
| Total Coaching Assignments | Total number of coaching sessions assigned to the agent during the selected period. |
| No. of Fails | Total scorecard failures over the selected date range. |
| Fatal Interactions | Interactions that triggered a fatal metric failure, resulting in a zero score. |
Coaching Insights
The Coaching Insights section identifies where the agent performs well and where coaching is needed. It highlights agent performance by surfacing strengths and areas that require improvement, providing a quick visual summary using score-based bars.
It supports two views selectable tabs.
| Tab | Description |
|---|
| Agent Attribute | Displays performance grouped by agent attributes (behavioral or skill-based categories). |
| Evaluation Metric | Displays performance grouped by individual evaluation metrics derived from forms assigned to the agent at the queue level. |
Select Scorecard
Use the Select Scorecard menu to filter insights for a specific scorecard. All data in both tabs updates based on the selected scorecard and time range.
Agent Attribute Tab
This view summarizes performance at the attribute level and contains two sections.
| Section | Description |
|---|
| Strongest Attributes | Displays the top five highest-scoring attributes based on adherence for the selected scorecard and time period, highlighting where the agent consistently performs well. |
| Opportunity Areas | Displays the bottom five lowest-scoring attributes for the selected scorecard and time period, highlighting areas that need coaching attention. |
Attribute Bar Details
Each attribute is shown as a horizontal bar:
- Label: Attribute name
- Score (right side): Aggregated adherence score
- Bar length: Represents performance level (typically scaled from -100 to 100)
- Colors:
- Blue: Positive (strong performance)
- Red: Negative (needs improvement)
Click-through (Attribute to Metric Breakdown)
Selecting an attribute opens a detailed modal view with a metric-level breakdown:
| Column | Description |
|---|
| Evaluation Metric | Individual metric mapped to the selected attribute |
| Score or Adherence % | Adherence percentage score for the metric |
Evaluation Metric Tab
This view focuses on individual evaluation metrics and includes:
| Section | Description |
|---|
| Strongest Evaluation Metrics | Top-performing metrics where the agent shows strong adherence |
| Coaching Opportunity Metrics | Lowest-performing metrics that require improvement |
Metric Bar Details
Each metric is displayed similarly to attributes:
- Label: Metric name
- Score: Displayed on the right
- Bar length: Indicates performance
- Colors:
- Blue: Strong performance
- Red: Coaching required
Metrics displayed in this tab are based on the evaluation forms assigned to the agent at the queue level.
Hover Insight (Metric — Attribute Mapping)
Hovering over a metric displays the associated agent attribute.
Example: Hovering over a metric such as Authentication displays its mapped attribute.
This enables quick traceability from metrics to their parent attributes without switching views or tabs.
Sentiment Insights
Shows agent sentiment across conversations to help identify issues and guide coaching. Displays average sentiment score with period-over-period change.
| View | Description |
|---|
| Average Sentiment Score | Agent’s average sentiment across all topics, with positive/negative counts and trend indicators. |
| Top 5 Highest Sentiment L3 Topics | Top 5 L3 topics with the highest sentiment, in descending order. |
| Top 5 Lowest Sentiment L3 Topics | Top 5 L3 topics with the lowest sentiment, in ascending order. |
- Identify recurring customer satisfaction drivers
- Detect negative sentiment patterns
- Compare high vs low sentiment topics
Visual indicators:
- Green = Positive sentiment
- Red = Negative sentiment
Drill-down options:
| Option | Action |
|---|
| View All Topics | Opens Topic Discovery with all filters pre-applied. |
| View Conversations | Opens Conversation Mining filtered to the selected topic. |
| Identify Performance Gaps | Comparison view of highest vs. lowest sentiment. |
| Spot Coaching Opportunities | Identify negative sentiment drivers or recurring frustrations. |
| Monitor Trends | Track sentiment patterns over time. |
Resolution Insights
This feature helps supervisors assess how effectively an agent resolves customer issues. It displays the agent’s average resolution rate and highlights the top 5 highest- and lowest-resolution L3 topics.
Supervisors can view the following details:
| View | Description |
|---|
| Average Resolution Rate | Displays the agent’s overall average resolution rate across all conversations and topics. |
| Top 5 Highest Resolution L3 Topics | Displays the agent’s top 5 L3 topics with the highest resolution rates, in descending order. |
| Top 5 Lowest Resolution L3 Topics | Displays the agent’s bottom 5 L3 topics with the lowest resolution rates in ascending order. |
| Resolved or Unresolved Breakdown | Provides conversation counts and percentages for resolved and unresolved conversations for each topic. |
| View Insights | - View All Topics: Navigates to Topic Discovery with the selected topic and automatically applied filters.
- View Conversations: Navigates to Conversation Mining with the exact topic and filters pre-applied.
|
| Identify Performance Gaps | Displays a comparison of the highest vs. the lowest resolution rates. |
-
Identify resolution gaps
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Compare high vs low resolution topics
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Track improvement over time
-
Green indicates high or successful resolution
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Red indicates low resolution or unresolved issues
Coaching Assignments
Shows all coaching assignments given to the agent. Supervisors can track scorecard performance trends over time to assess progress or decline.
| Column | Description |
|---|
| Agent | Name of the agent receiving the coaching assignment. |
| Coaching Area | Attributes identified as focus areas for coaching. |
| Assigned Date | Date when the coaching session was assigned. |
| Follow-up Date | Scheduled follow-up date for the assignment. |
| Status | Current progress of the assignment. |
| Status | Who sees it | Meaning |
|---|
| Start Now | Agent only | Coaching is ready to start; no interactions reviewed. |
| Yet to Start | Supervisor only | No interactions reviewed. |
| In Progress | Both | At least one interaction reviewed. |
| Completed | Both | All interactions reviewed. |
For more information, see Coaching Assignments.
Scorecard Trend
Tracks agent performance trends based on selected scorecards and attributes over time.
Views
| View | Description |
|---|
| Trends | Displays score trends across Daily, Weekly, and Monthly intervals. |
| Average Score | Shows the agent’s average score for the selected time range. |
| Attributes | Displays average scores for each attribute within the scorecard. |
Language Settings
Each scorecard supports independent language settings. When you select a scorecard, all associated languages are auto-selected. Agents can assign different languages to different scorecards for localized tracking.
If the administrator has disabled Agent Scorecard for a specific agent, neither the agent nor their supervisor can view this feature in the Dashboard. See
Settings.
Avg. Scorecard Score
Shows the agent’s average score for the chosen scorecard and date range. If no conversations exist after assigning the scorecard, no score appears.
Attributes
Shows all attributes in the selected scorecard and the average score for each attribute within the selected date range.
Time range options:
| 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. |
Handling Flagged Interactions
The Agent Dashboard handles contacts marked Below Threshold or Duration Unavailable as follows:
- Excludes flagged contacts from all metric aggregates, coaching insights, and score calculations by default.
- Includes manually evaluated flagged contacts in metrics as normal.
- All excluded contacts are removed from both numerator and denominator calculations across all dashboard widgets.
Scorecard and Language Behavior
- Each scorecard is configured with its own supported languages
- Only languages mapped to the selected scorecard are considered
- Selecting a scorecard automatically applies its associated language scope
- Supports comparison of agent performance across different scorecards
When Data is not Shown
Scorecard data may not display when:
- No interactions exist for the selected filters.
- The selected scorecard is not applied to any interactions.
- Scorecard evaluation is not enabled for the agent.
Data Behavior
- Displays only when scorecard-linked interactions exist.
- Updates based on selected filters.
- Uses data from Auto QA and audited interactions.
Scorecard Usage
Use Scorecard Trend to:
- Identify performance improvement or decline.
- Detect low-scoring attributes.
- Measure coaching impact.
When to Use This Dashboard
Use the Agent Dashboard to:
- Analyze individual agent performance
- Identify coaching opportunities
- Track sentiment and resolution trends
- Monitor scorecard performance over time
How Supervisors Use It
- Identify high-performing topics (best practices).
- Detect low-performing topics (training needs).
- Drill down into conversations for root cause analysis.
- Use insights for targeted coaching assignments.
