Overview
The Agent-Specific Dashboard provides supervisors with a detailed view of individual agent performance across quality, coaching, sentiment, and resolution insights, including L3-level analysis.
This enables tracking of interaction trends, Auto QA and manual score comparison, scorecard performance, and identification of performance gaps for targeted coaching and improvement.
The system filters 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 & Resolution Insights | Analyze customer experience trends at topic (L3) level. |
| Trend Monitoring | View performance trends across daily, weekly, and monthly intervals. |
| Drill-Down 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:
Agent Dashboard Filters
The Agent Dashboard uses the same filters as the Supervisor Dashboard to make sure consistency across views. All filters dynamically update dashboard metrics and widgets.
| 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 7/28/90 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. |
| Queue | Filter interactions by one or more selected queues. |
| Audit Status | Filter between Audited (completed reviews) and Not Audited (pending review) interactions. |
All widgets update dynamically based on selected filters.
Provides a summary of agent activity and quality performance.
| Metric | Description |
|---|
| Total Interactions | Total 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 manual audits completed for that agent’s interactions. |
| Supervisor Audit Score | Average manual audit score for audited interactions. |
| Total Coaching Assignments | Total coaching sessions assigned over the selected date range. |
| No. of Fails | Total scorecard failures over the selected date range. |
| Fatal Interactions | Interactions that failed critical compliance or quality checks. |
Coaching Insights
Highlights strengths and improvement areas based on scorecard performance.
| Display | Description |
|---|
| Select Scorecard | Choose a scorecard template to filter Coaching Insights and display relevant metrics. |
| Strongest Attributes | Top 5 attributes with scores 80 or higher, based on the selected scorecard and date range. |
| Opportunity Areas | Bottom 5 attributes with scores below 80 — highlighting areas for improvement. |
Sentiment Insights
Provides a visual understanding of agent sentiment across all assigned conversations. Helps supervisors spot issues, guide coaching, and improve service quality.
| 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
Helps supervisors assess how well an agent resolves customer issues.
| View | Description |
|---|
| Average Resolution Rate | Agent’s overall resolution rate across all conversations and topics. |
| Top 5 Highest Resolution L3 Topics | Top 5 L3 topics with the highest resolution rates, in descending order. |
| Top 5 Lowest Resolution L3 Topics | Bottom 5 L3 topics with the lowest resolution rates, in ascending order that need improvement. |
| Resolved/Unresolved Breakdown | Counts and percentages of resolved and unresolved conversations per topic. |
- Identify resolution gaps
- Compare high vs low resolution topics
- Track improvement over time
Drill-down options:
| Option | Action |
|---|
| View All Topics | Opens Topic Discovery with the selected topic and filters pre-applied. |
| View Conversations | Opens Conversation Mining with the exact topic and filters pre-applied. |
| Identify Performance Gaps | Comparison view of highest vs. lowest resolution rates. |
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. |
| 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. |
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 appear 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
| Feature | Purpose |
|---|
| Supervisor Dashboard | Monitor overall team performance and trends. |
| AI-Assisted Manual Audit | Evaluate individual interactions. |
| Conversation Mining | Explore filtered interaction data. |
