The agent-specific dashboard provides supervisors with a detailed view of individual agent performance across quality, coaching, sentiment, and resolution insights to support targeted coaching and performance improvement.
The dashboard automatically updates based on selected filters and displays performance data for the chosen agent. Supervisors can track interaction trends, Auto QA and manual scores, scorecard performance, L3-level sentiment and resolution insights, evaluation review status, and dispute activity when agent disputes are enabled. Filter data by date range, language, queue, channel (voice or chat), and contact direction to focus on relevant interactions and trends.
Supervisors with Cross Queue Data Access can view performance across all queues. Otherwise, the dashboard displays data only for assigned queues.
Key Capabilities
| Capability | Description |
|---|
| Agent-Level Performance Analysis | Analyze individual agent performance using interaction volume, evaluation scores, audit results, and performance trends. |
| Coaching Insights | Identify strengths, opportunity areas, and evaluation-based metrics using scorecard data to support targeted coaching actions. |
| Sentiment and Resolution Insights | Review customer sentiment and issue resolution effectiveness across topics (L3 level) to understand experience trends. |
| Trend Monitoring | Track performance trends across daily, weekly, and monthly intervals to identify patterns over time. |
| Evaluation Review and Dispute Tracking | Monitor evaluation results, including Acknowledgment status and dispute activity for audited conversations. |
| Performance Investigation | Drill into evaluations, audits, and interaction details to investigate trends before assigning coaching actions. |
Access the Agent-specific 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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In the Agent Leaderboard, select an agent to open the agent-specific dashboard.
Option 2:
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Navigate to Quality AI > Analyze > Agent Leaderboard.
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In the Agent Leaderboard, select an agent to open the agent-specific dashboard.
Enable Auto QA, Agent Scorecard, and Agent Access to Scored Interactions, and Agent Accept & Dispute in Quality AI Settings to view evaluation scores and coaching insights, review status, and dispute activity.
Dashboard Tabs
The Agent-Specific Dashboard contains the following tabs:
| Tab | Purpose |
|---|
| Overview | Analyze agent performance trends, quality metrics, sentiment insights, and coaching-related indicators. |
| Evaluation | Review interaction-level evaluation results and create coaching assignments. |
Filters
The Dashboard metrics helps you Use the dashboard filters to refine the data displayed across all widgets and charts.
| Filter | Description |
|---|
| Language | Filter by one or more configured languages. Metrics reflect only languages defined in Configuration > Settings. The system selects all languages by default. Key widgets such as Total Audits, Average 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). The system displays data according to 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. |
Provides a summary of agent activity and quality performance of the selected date range. Each metric displays the current value and trend change compared to the previous reporting period.
| 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, reflecting the latest revised score for any re-evaluated interactions. |
| My Pending Reviews | Total evaluations awaiting the agent’s acknowledgment, acceptance, or dispute response. |
| Supervisor Pending Reviews | Total disputed evaluations awaiting supervisor review or re-evaluation. |
| 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
This section highlights the agent’s strengths and improvement areas based on evaluation and scorecard results, using score-based visual indicators. It supports two selectable tabs.
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
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 date range. |
| Opportunity Areas | Displays the bottom five lowest-scoring attributes for the selected scorecard and date range, highlighting areas that need coaching attention. |
Attribute Bar Details
Select an attribute to view the underlying evaluation metrics contributing to the score.
| Component | Label | Score Display (Right Side) | Bar Length Representation | Color Meaning |
|---|
| Attribute Bar | Attribute name | Aggregated adherence score | Performance level (typically -100 to 100 scale) | Blue = strong performance, Red = needs improvement |
| Metric Bar | Metric name | Score | Performance level | Blue = strong performance, Red = coaching required |
Click-through (Attribute to Metric Breakdown)
Select an attribute to open a detailed modal view with 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
This tab displays performance metrics based on the evaluation forms assigned to the agent at the queue level.
| Section | Description |
|---|
| Strongest Evaluation Metrics | Top-performing evaluation metrics where the agent shows strong adherence. |
| Coaching Opportunity Metrics | Lowest-performing evaluation metrics that require improvement. |
Hover Insight (Metric — Attribute Mapping)
Hover over a metric to view its mapped agent attribute. For example, hovering over Authentication displays the related attribute, helping supervisors trace metrics to parent attributes without switching tabs or views.
Sentiment Insights
The Sentiment Insights section helps supervisors understand customer sentiment trends associated with the selected agent.
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Average Sentiment Score: Displays the agent’s overall sentiment across all topics, including positive and negative conversation counts, along with trend indicators.
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Top Five Highest Sentiment L3 Topics: Displays the top five L3 topics with the highest sentiment scores.
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Top Five Lowest Sentiment L3 Topics: Displays the top five L3 topics with the lowest-sentiment scores.
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Hover Insights: Hovering over a doughnut chart segment displays the topic name, sentiment percentage, conversation count, and quick links.
- View All Topics: Opens the Topic Discovery page with relevant filters pre-applied.
- View Conversations: Opens the Conversation Mining page to review related conversations.
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Performance Analysis: Displays the topic-level counts, sentiment splits, and insights when you hover over the doughnut chart.
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Color-Coded Patterns: Displays the visual patterns (green = positive, red = negative) for instant understanding of customer mood.
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Identify Performance Gaps: Provides a comparison view to identify the highest and the lowest sentiment.
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Spot Coaching Opportunities: Enables you to make informed decisions based on negative sentiment drivers or recurring customer frustrations.
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Monitor Trends: Displays track agent sentiment patterns in conversation.
Resolution Insights
Resolution Insights helps supervisors evaluate how well agents resolve customer issues by displaying resolution trends across L3 topics.
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Average Resolution Rate: Displays the agent’s overall average resolution rate across all conversations and topics.
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Top Five Highest-Resolution L3 Topics: Displays the five L3 topics with the highest resolution rates.
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Top Five Lowest-Resolution L3 Topics: Displays the five L3 topics with the lowest resolution rates.
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Resolved or Unresolved Breakdown: Displays conversation counts and percentages for resolved and unresolved conversations for each topic.
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Hover Insights: Hovering over a chart segment displays topic details, resolution percentage, conversation count, and navigation links.
- View All Topics: Opens the Topic Discovery page with relevant filters pre-applied.
- View Conversations: Opens the Conversation Mining page filtered to the exact topic selected.
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Identify Performance Gaps: Displays a comparison of the highest vs. the lowest resolution rates.
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Color-Coded Patterns: Displays the visual patterns (green = high or successful resolution rates, red = low resolution or unresolved interactions).
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Performance Analysis: Highlights resolution gaps and coaching opportunities across topics.
Coaching Assignments
Displays all coaching assignments given to an agent. It enables supervisors to track scorecard performance trends over time and assess improvement or decline.
| Column | Description |
|---|
| Agent | Displays the name of the assigned agent. |
| Coaching Area | Displays the attributes selected as coaching focus areas for the assignment. |
| Assigned Date | Shows the date the system assigned the coaching session. |
| Follow-up Date | Displays the scheduled follow-up date for the coaching assignment. |
| Status | Indicates the current stage of the coaching assignment. |
| Status | Who sees it | Meaning |
|---|
| Start Now | Agent only | Coaching is ready to start and no interactions reviewed. |
| Yet to Start | Supervisor only | No interactions reviewed. |
| In Progress | Both | At least one interaction reviewed. |
| Completed | Both | All interactions reviewed. |
Scorecard Trend
This feature tracks agent performance across assigned scorecards through daily, weekly, and monthly trends. It supports attribute-level analysis, multilingual scorecard views, and targeted coaching insights.
| Element | Description |
|---|
| Trends | Displays score trends across Daily, Weekly, and Monthly intervals. |
| Average Score | Displays the agent’s average score for the selected time range. |
| Attributes | Displays average scores for each attribute within the selected scorecard. |
Language Configuration
| Element | Description |
|---|
| Language Filter | Displays only languages configured for the selected scorecard. |
| Auto Selection Behavior | When you select a scorecard, all associated languages are automatically included. |
| Multilingual Analysis | Enables comparison of agent performance across languages for localized insights and coaching. |
| Configuration Scope | Each scorecard maintains independent language settings separate from the global dashboard language. |
Access & Availability
| Element | Description |
|---|
| Feature Availability | The system disables this feature for agents and supervisors if you turn off the Agent Scorecard in the Settings > Quality AI General Settings. |
Avg. Scorecard Score
From the agent side, the scorecard trend widget displays the average scorecard for the selected time range and the scoring trend at an attribute level across the scorecards.
When you select a scorecard, the system shows the agent’s average score for the selected global date range. If the system calculates the score after assignment, it doesn’t show any score for that agent. If conversations exist, the scorecard shows in the Scorecard Trends dropdown.
Attributes
Shows all agent attributes included in the scorecard along with the average score for each attribute within the selected date range.
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 dashboard widgets exclude these contacts from both numerator and denominator calculations.
