> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.
# Understanding Views and Permissions
Audit Allocations provides role-based access to workspace views based on user permissions and assignment context. Users can create and manage allocations, complete assigned evaluations, monitor auditor performance, review audit results, and manage disputes according to their assigned role.
Allocation behavior depends on the evaluation form configuration:
* Queue-based forms support Human Agent evaluations.
* Experience Flow-based forms support AI Agent evaluations.
* AI Agent evaluations use the same Quality AI roles and permissions as Human Agent evaluations.
Dispute and acknowledgment workflows apply only to Human Agent evaluations. AI Agent evaluations don't participate in dispute workflows.
For the allocation-creation workflow, refer to [Creating Audit Allocations](/ai-for-service/quality-ai/analyze/creating-audit-allocations) and for Audit Screen and dispute-panel detail, refer to [AI-Assisted Manual Audit](/ai-for-service/quality-ai/analyze/ai-assisted-manual-audit).
***
## Permission-Based Access
The following table lists the permissions required for each capability.
| Permission Level | Tabs Available | Description |
| --------------------------------------- | --------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------- |
| **Allocation Creation Permission** | **My Allocations**, **Assigned to Me**, **Auditor Performance**, **My Evaluations**, **Disputes**, **Resolved** | Create and manage allocations, monitor auditor performance, review evaluations, and manage disputes. |
| **No Allocation Management Permission** | **Assigned to Me** | View and evaluate interactions assigned to you by QA managers or supervisors. |
## Roles and Permissions
| **Capability** | **Required Permission** |
| ----------------------------------------------------------------------- | ------------------------------------------------------------------------------------ |
| **Access Audit Allocations** | Audit Allocations |
| **View Auditor Performance** | Audit Allocations and Cross Queue Data Access |
| **Access conversations across queues** | Cross Queue Data Access |
| **Configure dispute workflow** | Agent Accept & Dispute enabled |
| **Manually evaluate a Below Threshold or Duration Unavailable contact** | Audit Allocations, plus the applicable evaluation permission for the contact's queue |
Available workspaces and actions depend on the user's assigned role and permissions. Document only permissions that are explicitly available in the product. Internal assumptions about QA Manager or Auditor permission names shouldn't appear in end-user documentation.
## Audit Status Reference
This reference consolidates the finalized status list used across My Allocations, Assigned to Me, My Evaluations, Disputes, and Resolved.
| **Status** | **Meaning** |
| ----------------------------- | ------------------------------------------------------------------------------------------------------------------------------ |
| **Not Assigned** | The conversation hasn't been assigned for audit. |
| **Assigned** | The conversation is assigned for audit, but the evaluation isn't complete. |
| **Audited** | The evaluation is complete, and the conversation isn't part of the dispute workflow. |
| **Pending Agent Review** | The evaluation is awaiting the agent's acknowledgment or dispute response. |
| **Pending Supervisor Review** | The agent has submitted a dispute, and the evaluation is awaiting supervisor review. |
| **Resolved** | The dispute has been resolved through supervisor or agent acceptance. |
| **Closed** | The dispute workflow ended after reaching the configured maximum dispute rounds or based on the evaluation form configuration. |
## Workspace Views
The following table summarizes the purpose of each workspace tab. For the **Allocations** tab, human agent evaluations display queue-based allocations, while AI agent evaluations display Experience Flow-based allocations.
| **Workspace** | **Purpose** | **Primary User** |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------- |
| **My Allocations** | Displays allocations created by the current user. | Supervisor |
| **Assigned to Me** | Displays interactions assigned to the current user for evaluation. | QA Manager / Auditor |
| **Auditor Performance** | Displays organization-wide auditor performance, including active auditors, allocated audits, completed audits, pending audits, and auditor statistics. | Operations Head |
| **My Evaluations** | Displays evaluations completed by the current user. | Supervisor / Auditor |
| **Disputes** | Displays evaluations pending dispute resolution. | QA Manager / Supervisor |
| **Resolved** | Displays finalized evaluations after the dispute workflow is complete. | QA Manager / Supervisor |
## My Allocations
The **My Allocations** tab displays audit allocations created by the signed-in user. It provides a centralized view to monitor allocation progress, review interaction and auditor assignments, inspect allocation configuration, and redistribute pending interactions when required.
Use this workspace to track allocation completion, review evaluation progress, and manage active allocations throughout the audit lifecycle.
### Before You Begin
Before managing allocations:
* Verify that you have permission to create and manage audit allocations.
* Create at least one audit allocation.
* Ensure the allocation contains assigned interactions.
### Review Allocations
The allocation list provides an overview of allocation details, assigned auditors, interaction counts, review progress, and current status.
| **Column** | **Description** |
| ----------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Name** | Displays the allocation name. |
| **Description** | Displays the allocation description. |
| **Auditors** | Displays the assigned auditors. Additional auditors appear as a count badge. |
| **Created On** | Displays the allocation creation date and time. |
| **Interactions** | Displays the total number of allocated interactions. |
| **Review Status** | Displays the current evaluation progress, including acknowledgment or dispute status for Human Agent evaluations and completion status for AI Agent evaluations. |
| **Status** | Displays the overall allocation progress, such as **Not Started**, **In Progress**, or **Completed**. |
| **Actions** | Provides **View Logic** to review the allocation configuration and **Reassign** to redistribute pending interactions |
#### Search and Filter Allocations
Helps you to search and filter allocations by criteria, with the list updating automatically based on applied filters.
### Edit (Review) Allocations
Use **Edit Allocation** to redistribute pending interactions without impacting completed evaluations, allowing updates to active workloads without creating a new allocation.
**Use Edit Allocation to**:
* Reassign interactions when auditors are unavailable (for example, leave or workload changes).
* Balance workload across auditors based on completion progress.
* Add auditors to support completion of active allocations.
* Update allocation name or description.
You can redistribute pending interactions regardless of the allocation type. Completed evaluations remain with the original auditor.
#### View Allocation Configuration
Select **View** icon from the **Actions** column to review the allocation configuration used during creation.
| **Section** | **Overview** |
| -------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Settings** | View allocation setup details, including the allocation name, description, date range, evaluation form, languages, queues, agents, and selected interaction counts. |
| **Allocation** | View interaction selection and distribution rules, including the allocation type, channels, assignment logic, filters, duration threshold settings, and dispute configuration. |
| **Assignment** | View auditor assignment details, including assigned auditors, allocation percentages, comple |
#### Reassign Interactions
Select **Reassign** from the **Actions** column to move interactions from one auditor to another while maintaining the required 100% allocation.
| **Step** | **Description** |
| ------------------------ | ------------------------------------------------------------------------------------------------------------------ |
| **Select Auditor** | Select the auditor whose pending interactions you want to reassign and review the current allocation details. |
| **Review Interactions** | Review the pending voice and chat interactions available for reassignment. |
| **Assign New Auditor** | Select one or more auditors to receive the reassigned interactions and specify the allocation percentage for each. |
| **Confirm Reassignment** | Verify that the total allocation equals **100%**, then select **Update** to apply the changes. |
Only pending interactions are redistributed. Completed evaluations remain unchanged.
### Create New Allocation
Select **New Audit Allocation** to start a structured workflow for defining, configuring, and assigning audit work.
Allocation creation follows a three-step process:
* **Settings** – Define the evaluation scope, including form, filters, and interaction criteria.
* **Allocation Type** – Choose how interactions are selected (**Random** or **Custom**).
* **Assignment** – Distribute interactions across auditors.
For Human Agent evaluations, an additional step is available:
* **Dispute Configuration (Human Agent only)** – Configure dispute and review settings. For more information, see [Creating Audit Allocations](/ai-for-service/quality-ai/analyze/creating-audit-allocations).
#### After Updating an Allocation
After updating an allocation:
* Pending interactions are redistributed based on the updated assignments.
* Completed evaluations remain unchanged.
* Auditor workloads are updated automatically.
* Allocation progress reflects the revised interaction assignments.
***
## Assigned to Me
The Assigned to Me tab displays audit allocations assigned to the signed-in auditor for evaluation.
#### Before You Begin
Before reviewing assigned interactions:
* Confirm you have permission to access Audit Allocations.
* Confirm one or more interactions are assigned to you through an active audit allocation.
* Confirm the required evaluation forms are configured and available.
### Access Assigned to Me
Navigate to **Quality AI** > **Allocations** > **Assigned to Me**.
The page displays all interactions assigned to you.
### Review Assigned Allocations
The allocation list provides an overview of assigned audit work and its evaluation status.
| **Column** | **Description** |
| ------------------------- | --------------------------------------------------------------------------------------------- |
| **Agent** | Displays the auditor assigned to the allocation. |
| **Assigned Date** | Displays the date the allocation was assigned. |
| **Name** | Displays the allocation name. |
| **Evaluation Form** | Displays the evaluation form used for the allocation. |
| **Kore Evaluation Score** | Displays the average AutoQA evaluation score, when available. |
| **Emotions** | Displays the detected conversation emotions. |
| **Moments** | Displays the number of key conversation moments identified. |
| **Sentiment Score** | Displays the overall conversation sentiment score. |
| **Status** | Displays the allocation progress, such as **Not Started**, **In Progress**, or **Completed**. |
| **Bookmark** | Marks the allocation for quick access. |
#### Filter Assigned Allocations
Select **Filters** to narrow the allocation list. The table updates to display only the allocations that match the selected criteria.
| **Filter** | **Description** |
| ------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Allocation Name** | Search for and select one or more allocation names to display only the matching assigned allocations. Use the search box to quickly locate an allocation. |
After selecting the required filters, select **Apply**. The allocation list refreshes automatically to display the matching results.
### Open an Assigned Allocation
Select an allocation to begin or continue evaluating its assigned interactions. After selecting an allocation, you can start reviewing your assigned interactions, complete pending evaluations, and submit completed evaluations.
For details, see [AI-Assisted Manual Audit](/ai-for-service/quality-ai/analyze/ai-assisted-manual-audit).
### Open an Assigned Interaction
Select an interaction row to open the **Audit Review** screen.
The **Audit Review** screen provides a complete workspace for reviewing the conversation, evaluating metrics, viewing AI insights, tracking audit progress, and submitting the evaluation. Available actions depend on the interaction's current audit status and your permissions.
| **Section** | **Description** |
| ------------------ | ---------------------------------------------------------------------------------------------------------------------------------------- |
| **Audit Status** | Displays the current audit status, such as **Assigned**. |
| **Audit Progress** | Displays the percentage of completed evaluation metrics and the overall audit progress. |
| **Transcript** | Displays the complete conversation transcript with timestamps. |
| **Timeline** | Displays the conversation events and interaction flow. |
| **Overview** | Displays the Kore Evaluation Score, configured and generated topics, sentiment, empathy score, crutch word score, and other AI insights. |
| **Audit Details** | Displays the evaluation metrics and scoring controls. |
| **Logs** | Displays audit-related activity logs. |
| **Audit Trail** | Displays the history of audit assignments, evaluations, disputes, and status changes. |
| **Actions** | Displays available actions, such as **Mark for Coaching**, **Submit** |
#### After Completing an Evaluation
After you submit the evaluation:
* The interaction is marked as **Completed**.
* The completed evaluation is available in the **My Evaluations** workspace.
* If the evaluation form supports acknowledgments or disputes, the evaluation proceeds through the configured review workflow.
* The evaluation remains available for future review and reporting.
## Auditor Performance
The Auditor Performance tab gives Operations Heads and QA Managers a consolidated view of auditor workload, audit progress, and performance for the selected queues and reporting period, without modifying evaluation results.
Without this tab, Operations Heads have no way to answer these questions from within Quality AI:
* Which auditors are behind on their allocated conversations, and by how much.
* Whether scores are consistent across auditors, or show drift that points to a calibration problem.
* Which allocations still have unaudited conversations.
Only users with **Audit Allocations** and **Cross Queue Data Access** permission can view the **Auditor Performance** tab.
#### Before You Begin
Before reviewing auditor performance:
* Verify that you have permission to access **Audit Allocations**.
* Verify that you have permission to view **Auditor Performance**.
* Verify that you have the **Cross Queue Data Access** permission to view data across multiple queues (if applicable).
* Verify at least one audit allocation is created and assigned to auditors.
### Access Auditor Performance
Navigate to **Quality AI** > **AutoQA** > **Allocations** > **Auditor Performance**.
The tab displays every QA auditor in the app by default. The system applies no queue, team, or assignment group scope until you filter.
| **Filter** | **Description** |
| -------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Date Range** | Select a preset date range, such as **Today**, **Last 7 Days**, **Last 30 Days**, **This Month**, or specify a custom range. The default is **Last 30 Days**. |
| **Queue** | Select one or more queues to scope the auditor performance view. The default is **All Queues**. |
| **Search** | Search for auditors by name across all QA users in the system, including auditor |
After you update the filters, select **Apply** to refresh the results.
The page displays auditor performance for the selected queues and reporting period.
### Review Summary Metrics
The summary cards display key audit statistics for the selected filters.
| **Metric** | **Description** |
| -------------------------- | ------------------------------------------------------------------------------- |
| **Total Auditors Active** | Displays the number of auditors with assigned audit work in the selected scope. |
| **Total Audits Allocated** | Displays the total number of interactions allocated for manual evaluation. |
| **Total Completed** | Displays the number of completed manual evaluations. |
| **Total Pending** | Displays the number of evaluations awaiting completion. |
Use these metrics to assess audit workload and completion status.
#### Review Auditor Statistics
The **Auditor Status** table summarizes audit workload and completion for each auditor.
| **Column** | **Description** |
| ------------------------- | ------------------------------------------------------------------------- |
| **Auditor** | Displays the auditor name. |
| **Interactions Assigned** | Displays the total number of interactions assigned to the auditor. |
| **Completed** | Displays the number of completed evaluations. |
| **Pending** | Displays the number of pending evaluations. |
| **Average Audit Score** | Displays the average manual audit score for completed evaluations. |
| **Completion Rate** | Displays the percentage of assigned evaluations completed by the auditor. |
| **Actions** | Opens the selected auditor's allocation details. |
#### Search Auditors
Use the **Search** box to locate a specific auditor. The auditor list updates automatically as you type.
#### Review Auditor Allocations
Select the **View** icon for an auditor to display all audit allocations assigned to that auditor.
| **Column** | **Description** |
| ------------------- | ---------------------------------------------------- |
| **Audit** | Displays the allocation name. |
| **Queue** | Displays the queue associated with the allocation. |
| **Assigned On** | Displays the date the allocation was created. |
| **Assigned** | Displays the total number of allocated interactions. |
| **Completed** | Displays the number of completed audits. |
| **Pending** | Displays the number of pending audits. |
| **Completion Rate** | Displays the percentage of completed audits. |
| **View** | Opens the interactions |
Breadcrumb navigation displays the current location: **Auditors** > **Auditor Name**.
#### Review Allocation Conversations
Select an allocation to view its interactions. Use the status tabs — **All**, **Not Started**, **In Progress**, **Completed** to filter.
| **Column** | **Description** |
| ------------------- | --------------------------------------------------------------------------------- |
| **Conversation ID** | Displays the unique identifier of the interaction. |
| **Date & Time** | Displays the date and time of the interaction. |
| **Agent** | Displays the agent associated with the interaction. |
| **Flow / Queue** | Displays the Experience Flow or queue used for the evaluation. |
| **Direction** | Displays the contact direction (**Inbound** or **Outbound**). |
| **AutoQA Score** | Displays the AutoQA evaluation score. |
| **Audit Score** | Displays the manual audit score. The field is blank until the audit is submitted. |
| **Status** | Displays the current audit status. |
| **View** | Opens the audit details in read-only mode. |
Breadcrumb navigation updates to: **Auditors** > **Auditor Name** > **Allocation Name**.
#### Review an Evaluation
Select the **View** icon to open the completed evaluation in the AI-Assisted Manual Audit workspace, in read-only mode. You can review the conversation, submitted evaluation, AI insights, audit trail, and overall audit progress. You can't modify or resubmit the evaluation.
If a conversation has an active dispute, a Dispute Open badge displays next to the audit status in the header.
Scoring inputs, Submit Audit, and Override actions don't display for Not Started or In Progress audits. Completed audits show an edit option. Confirm this edit-option detail with engineering, since it isn't visible in the shared screens.
For more information, see [AI-Assisted Manual Audit](/ai-for-service/quality-ai/analyze/ai-assisted-manual-audit).
After Completing an Evaluation
* The system marks the interaction **Completed**.
* The completed evaluation displays in **My Evaluations**.
* If the evaluation form supports acknowledgments or disputes, the evaluation proceeds through the configured review workflow.
* The completed evaluation remains available for future review and reporting.
## 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** > **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
1. Select **Evaluate** for an interaction to open the full conversation context.
2. 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
3. Complete the assigned Evaluation Form to score each criterion.
4. Save your evaluation when complete.
5. 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** > **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](/ai-for-service/quality-ai/analyze/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.