Audit Allocations supports allocation lifecycle management, with available tabs based on your role and permissions. Users with the Cross Queue Data Access permission can create, manage, and review allocations across all queues without requiring individual queue assignment.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.
| Permission Level | Tabs Available | Description |
|---|---|---|
| With Allocation Creation Permission | My Allocations, Assigned to Me | Create, manage, and monitor audit allocations; edit assignments; redistribute pending interactions; and evaluate assigned interactions across supported channels and queues. |
| Without Allocation Creation Permission | Assigned to Me | View and evaluate interactions assigned to you by QA managers or supervisors. |
My Allocations
The My Allocations tab is the central workspace for managing audit assignments you created. It provides visibility into allocation status, auditor ownership, interaction progress, and reassignment workflows. Navigate to Quality AI > Analyze > Allocations > My Allocations.
Allocation Overview
The My Allocations table displays comprehensive information about each allocation you’ve created.| Column | Description |
|---|---|
| Name | Allocation name or identifier. |
| Description | Description provided during allocation creation. |
| Auditor | Auditors assigned to the allocation. |
| Created On | Allocation creation date and time. |
| Interaction | Total number of allocated interactions. |
| Status | Allocation status, such as Completed or In Progress. |
| Actions | Available management actions include View Logic and Edit. |
View Logic
Select View Logic from the Actions menu to review the complete allocation configuration, including the criteria and filters used for interaction selection. This provides transparency into allocation composition and helps replicate effective audit strategies.| Field | Description |
|---|---|
| Date Range | Date range for selected interactions. |
| Evaluation Form | Form template used for evaluating interactions. |
| Languages | Language filters applied to narrow interaction selection. |
| Queues | Selected queues or all queues, depending on access permissions. |
| Agents or Agent Groups | Specific agents or groups included. |
| Allocation Type | Allocation method, such as Random or Custom. |
| Channel Settings | Selected interaction channels, such as Voice or Chat. |
| Assignment Logic | Distribution method — Percentage-based (% of interactions per agent) or fixed interaction count per agent. |
| Custom Filters | Applied filters for custom allocations. |
| Duration Eligibility | Indicates whether below-threshold interactions were included using the Include below-threshold contacts option. |
Edit Allocation
Use Edit Allocation to redistribute pending interactions without affecting completed evaluations. It supports operational flexibility by allowing updates to active allocations without creating a new one.Use Cases Include
- Reassign interactions from auditors on leave or unavailable.
- Balance workload when some auditors finish faster than others.
- Add new auditors to help complete an allocation.
- Update the allocation name or description.
Edit an Allocation
- Select Edit from the Actions menu for the allocation you want to modify.
- Update the Name or Description if needed.
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Review the current auditor assignments, which display:
- Auditor names
- Total interactions assigned to each auditor
- Completed interactions count
- Pending interactions count
- Select the auditors you want to reassign interactions from by checking their boxes. You can only reassign pending interactions. Completed evaluations remain with the original auditor.
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Choose one of the reassignment options:
- Redistribute Among Existing Auditors: Redistributes pending interactions among auditors already assigned to the allocation.
- Add New Auditors: Adds additional team members to the allocation and redistributes pending interactions among them.
- Specify the allocation percentage for each auditor receiving redistributed interactions. The system automatically calculates interaction counts based on your percentage inputs and the total pending interactions.
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Select Update to apply your changes.
Only pending interactions are redistributed. Completed evaluations remain unchanged.
Create New Allocation
Select New Audit Allocation to start the three-step creation process: Settings, Allocation, and Assignment. During setup, you can enable Include below-threshold contacts to include interactions marked as Below Threshold or Duration Unavailable for manual review. For details, see Creating Audit Allocations.Assigned to Me
The Assigned to Me tab shows all interactions that managers or supervisors have assigned to you for manual evaluation. Navigate to Quality AI > Analyze > Allocations > Assigned to Me.
Interaction List
The Assigned to Me table provides essential information for each interaction awaiting evaluation.| Column | Description |
|---|---|
| Name | The allocation name associated with the interaction. |
| Agent | The agent who handled the interaction. |
| Assigned Date | The date the allocation was created. |
| Evaluation Form | The evaluation form used to assess the interaction. |
| Kore Evaluation Score | The automated QA score generated by the system, if available. |
| Emotions | Detected customer emotions during the interaction (for example, frustrated, satisfied, or neutral). |
| Moments | Detected conversation moments, such as escalation or resolution indicators. |
| Sentiment Score | Overall sentiment of the customer experience (positive, negative, or neutral) along with a numerical score. |
| Status | Overall allocation status (Completed, In Progress, or Not Started). |
| Bookmarks | Allows auditors to bookmark interactions for later reference. |
| Duration Status | Displays interaction eligibility state: Evaluated, Below Threshold, or Duration Unavailable. |
| Contact Direction | Displays whether the interaction is Inbound or Outbound. |
Interactions marked Below Threshold display a prominent eligibility indicator during evaluation.
Filter and Search
This option helps users to narrow down audit tasks by searching and selecting specific values from the available list. Users can choose one or multiple options using checkboxes, and the system updates the table to display only matching records.| Filter | Description |
|---|---|
| Allocation Name | Filter by specific allocation names using the search dropdown. |
| Date Range | Filter interactions by assigned or interaction date range. |
| Agent | View interactions handled by specific agents. |
| Queue | Filter by assigned queues. Users with the Cross Queue Data Access permission can access all queues. |
| Evaluation Form | Filter interactions using specific evaluation forms. |
| Duration Status | Filter by Evaluated, Below Threshold, or Duration Unavailable interactions. |
| Channel | Filter by Voice or Chat interactions. |
| Contact Direction | Filter by Inbound or Outbound interactions. |
Manual evaluation metrics are excluded from Custom allocation quick filters and don’t display in the Metric Name filter during allocation configuration.
Evaluation Workflow
- Select Evaluate for an interaction to open the full conversation context.
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Review the complete interaction thread with all available context:
- Transcript and conversation flow
- Interaction metadata, such as duration, queue, channel, and contact direction
- Auto QA insights and scores
- Topics, intents, sentiment, and Moments
- Duration eligibility indicators when applicable
- Complete the assigned Evaluation Form to score each criterion.
- Save your evaluation when complete.
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After submission, the interaction is removed from the Assigned to Me list.
Users with the Download Conversations permission can download conversation recordings or transcripts directly from the audit screen.