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.
| 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. |
Tabs
The Audit Allocations workspace provides role-based tabs for managing allocations, evaluations, disputes, and resolved reviews in a single workspace.
| Tab | Who Sees It | Description |
|---|
| My Allocations | Supervisors with Audit Allocations permission | View all allocations created by the signed-in supervisor, including progress and review activity. |
| Assigned to Me | QAs and auditors | View interactions assigned to the signed-in QA for evaluation. |
| My Evaluations | QAs and supervisors with QA functionality access | View all manually evaluated conversations with review and dispute status tracking. |
| Disputes | QAs and supervisors with QA functionality access | View all evaluations with active disputes routed to the signed-in QA for re-evaluation. |
| Resolved | QAs and supervisors with QA functionality access | View all evaluations with completed dispute resolutions and accepted re-evaluation outcomes. |
My Allocations
The My Allocations tab lists all audit allocations created by the signed-in supervisor, with visibility into allocation progress, assigned auditors, interaction counts, and review activity.
When you enable Agent Accept & Dispute, the system shows real-time acknowledgment and dispute activity in the Review Status column for each allocation.
Allocation Overview
The My Allocations table displays comprehensive information about each allocation you’ve created.
| Column | Description |
|---|
| Name | Name of the allocation. |
| Description | Short description of the allocation’s purpose. |
| Auditor | Auditors assigned to the allocation and a count badge displays additional auditors beyond visible icons. |
| Created On | Allocation creation date and time. |
| Interaction | Total number of allocated interactions. |
| Review Status | Shows a color-coded breakdown of agent review activity across audited interactions, including pending acknowledgments or disputes (red) and acknowledged interactions (green). Hover over the counts to view details. The system displays this option only when Agent Accept & Dispute is enabled. |
| Status | Allocation status, such as Completed or In Progress. |
| Actions | Available management actions include View Logic and Edit. |
View Logic
Select the View (eye icon) action to review the complete allocation configuration across Settings, Allocation, and Assignment stages, including the criteria and filters used for interaction selection. This provides visibility into how the system configures the allocation.
Settings
The system uses the following settings to define allocation scope and evaluation configuration:
| Field | Description |
|---|
| Name | Allocation name |
| Description | Allocation description |
| Date Range | Interaction selection date range |
| Evaluation Form | Evaluation form assigned for interaction assessment |
| Languages | Selected interaction languages |
| Queues | Queues included for evaluation based on user access permissions |
| Agents or Agent Groups | Selected agents or agent groups included for audit |
| Selected Interactions for Audit | Shows total selected interactions, including Voice and Chat counts |
| Field | Description |
|---|
| Allocation Type | Allocation method (Random or Custom) |
| Channel Type | Selected interaction channels (Voice or Chat) |
| Avg Selected Interactions | Average number of selected interactions for allocation |
| Include Interactions Below Duration Threshold | Indicates whether below-threshold interactions are included |
| Assignment Logic | Distribution method (percentage per agent or fixed count per agent) |
| Custom Filters | Additional filters applied during allocation creation |
| Duration Eligibility | Indicates whether below-threshold contacts are included based on configuration |
| Dispute Configuration | Indicates whether disputes are enabled, including routing rules (Same Auditor or Different Auditor) and multi-round re-dispute settings |
| Field | Description |
|---|
| Assign Auditors | Auditors assigned to the allocation |
| Allocation % | Percentage of interactions assigned to each auditor |
| Completed % | Percentage and count of completed evaluations |
Edit Allocation
Use Edit Allocation to redistribute pending interactions without affecting completed evaluations. This helps you update active allocations without creating a new one.
When to edit or Reassign Allocation:
- Reassign interactions when auditors are on leave or unavailable
- Balance workload when some auditors complete work faster than others
- Add new auditors to support completion of an allocation
- Update the allocation name or description
Reassign an Allocation
- Select Reassign from the Actions menu for the allocation you want to modify.
- Update the Name and Description if required.
- Review the current auditor assignments, which display auditor names, total interactions assigned, completed interactions, and pending interactions.
- Select auditors to reassign interactions from. You can reassign only pending interactions. Completed evaluations remain with the original auditor.
- Choose a reassignment method:
- Redistribute Among Existing Auditors: Redistribute pending interactions among auditors already assigned to the allocation
- Add New Auditors: Add new team members and redistribute pending interactions among them
- Define the allocation percentage for each auditor. The system automatically calculates interaction counts based on the total pending interactions.
- Select Update to apply changes.
The system redistributes only pending interactions. Completed evaluations remain unchanged.
Create New Allocation
Select New Audit Allocation to start a three-step workflow: Settings, Allocation, Assignment, and Dispute Allocation.
During setup, you can enable Include below-threshold contacts to include interactions marked as Below Threshold or Duration Unavailable for manual review.
For detailed steps, refer to Creating Audit Allocations.
Assigned to Me
Displays all interactions that managers or supervisors have assigned to you for manual evaluation. This view helps you efficiently manage your audit queue and track evaluation progress.
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 | Shows the date the system created the allocation. |
| 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 | Supports 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 helps you to narrow down your audit tasks by searching and selecting one or more filter values. The table updates 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.
My Evaluations
The My Evaluations tab lists all conversations that the system manually evaluates under allocations assigned to the signed-in supervisor or QA, and it tracks the acknowledgement and dispute status of each evaluated conversation. It also collects all completed acceptances from supervisors or agents.
Navigate to Quality AI > Analyze > Allocations > My Evaluations.
Status Values
| Status | Description |
|---|
| Audited | Evaluation is complete. Disputes aren’t available due to configuration or evaluation timing |
| Pending Agent Review | Awaiting agent acknowledgment or dispute response |
| Pending Supervisor Review | Agent has raised a dispute; QA re-evaluation is pending |
| Resolved | Agent accepts the outcome after re-evaluation |
| Closed | The system closes the dispute after reaching maximum rounds or based on configuration |
Filters — My Evaluations
| Filter | Description |
|---|
| ** Review Status** | Filter evaluations by review state |
| Evaluation Form | Filter by evaluation form used |
| Date Range | Filter by audited date |
| Dispute Round | Filter by dispute round number |
Evaluation Workflow
-
Select Evaluate for an interaction to open the full conversation context.
-
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.
-
After you submit, the system removes the interaction from the Assigned to Me list.
You can download conversation recordings directly from the audit screen if you have the Download Conversations permission.
Disputes
The Disputes tab shows all evaluations with active disputes routed to the signed-in QA. Each record reflects a Disputed review status.
Navigate to Quality AI > Analyze > Allocations > Disputes.
| Column | Description |
|---|
| Agent | Name of the agent who raised the dispute |
| Auditor | QA assigned for re-evaluation |
| Evaluation Form | Form used for the evaluation |
| Queues | Queue associated with the conversation |
| Audited Date | Shows the date the system completed the original evaluation |
| Dispute Date | Shows the date the agent submitted the dispute |
| Review Status | Always shows Disputed |
Filters — Disputes
| Filter | Description |
|---|
| Review Status | Filter by dispute state |
| Evaluation Form | Filter by evaluation form used |
| Date Range | Filter by dispute submission date |
| Dispute Round | Filter by dispute round number |
Open a Disputed Evaluation
Select any row in the Disputes tab to open the conversation in the AI-Assisted Manual Audit screen. The system opens the Audit tab with the Disputes panel active, showing only disputed metrics and full comment history across all rounds.
For more details, see AI-Assisted Manual Audit.
Resolved
The Resolved tab shows evaluations where re-evaluation resolves disputes, providing a final view of completed dispute cases for audit tracking and reporting.
Each entry reflects a closed resolution state resulting from agent acceptance after QA re-evaluation, completion of configured dispute rounds, or evaluation form settings. 
