Access Quality AI General Settings
Navigate to Quality AI > Configure > Settings > Quality AI General Settings.
Quality AI Features
Auto QA
Auto QA enables automated evaluation using configured forms. When disabled, automated QA scores, Conversation Mining, Dashboards, and Evaluation Forms are hidden.Enable Auto QA
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Expand Quality AI General Settings.
- Turn On Auto QA.
- Select Save.
Only administrators can enable Auto QA. It’s off by default. Disabling Auto QA hides Agent Scorecards and bookmarks, regardless of user permissions. Auto QA operates independently of Conversation Intelligence — you can enable either one without the other.
Disable Auto QA
- Toggle Off Auto QA.
- Select Confirm, and then Save.
Disabling Auto QA turns off automated scoring across the entire app and all queues.
Agent Score Card
Agent Scorecards enable scoring at the agent level using evaluation forms.Enable Agent Score Card
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Expand Quality AI General Settings.
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Turn On Agent Score Card.
- Select Save.
Disable Agent Score Card
- Toggle Off Agent Score Card.
- Select Confirm, and then Save.
Disabling this feature disables automated agent scoring across the application and all queues.
Bookmarks
Enable users to tag interactions into named bookmark collections for future reference. Bookmark collections are available in Conversation Mining for tagging, filtering, and coaching workflows.Enable Bookmarks
- Expand Quality AI General Settings.
- Turn On Bookmarks. This makes bookmarks available in Conversation Mining (Interactions) and Dashboard > Agent Leaderboard (Evaluation).
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Select Add Bookmark.
- Enter a Bookmark name.
- Select a Color.
- Select Save.
Disable Bookmarks
- Toggle off Bookmarks.
- Select Delete, and then Save.
Deleting a bookmark removes only the tag, not the associated interactions.
Agent Experience
Agent Access to Scored Interactions
Agent Access to Scored Interactions allows agents to review their evaluated interactions from My Dashboard. This helps agents understand their performance, review supervisor feedback, and identify improvement opportunities. By default, this setting is disabled.Enable Agent Access to Scored Interactions
- Navigate to Quality AI > Configure > Settings > Quality AI General Settings.
- Expand Agent Access to Scored Interactions.
- Turn on Agent Access to Scored Interactions.
- Select one of the following access options:
| Option | Description |
|---|---|
| Only manually audited interactions | Agents can view only interactions evaluated by supervisors. |
| Manually audited and Auto QA scored interactions | Agents can view both Auto QA (Kore Evaluation) scores and supervisor audit scores. |
- Select Save.
Agents can view only their own evaluated interactions.
Agent Dashboard Insights
Agent Dashboard Insights controls whether agents can view Sentiment and Resolution analytics for their own conversations.Enable Agent Dashboard Insights
Turn On Agent Dashboard Insights abd select Save.| State | What agents see |
|---|---|
| Disabled (default) | Standard dashboard only: coaching assignments, scorecards, and performance data |
| Enabled | Additional insights: sentiment trends, topic-level sentiment, resolution rates, and drill-down metrics |
Dashboard insights mirror the supervisor dashboard but display only the signed-in agent’s conversations.
AI Justification and Evidence
AI Justification and Evidence provides transparency into how Auto QA calculates evaluation scores.Enable AI Justification and Evidence
Turn On AI Justification and Evidence and select Save. When enabled, agents can view: AI-generated justification, Supporting evidence, Evaluation question, Assigned value, and AI Agent metric type.Audit Settings
Audit Visibility controls what evaluation information agents can view after interactions are audited. Configure Audit Visibility In Audit Settings and configure the required options.| Setting | Description |
|---|---|
| Allow Agents to View AI-Generated Emotions and Sentiment | Agents can view emotion indicators and sentiment scores for evaluated interactions. |
| Hide Auditor Details for Agent | Hides the auditor’s identity. Agents see Anonymous instead of the auditor’s name. |
Manual Audit
Manual Audit enables supervisors to evaluate additional speech and playbook metrics during manual quality reviews. Enable Audit Speech Metrics to allow auditors to evaluate: Clarity, Tone, Pace, Configure Playbook Metrics. Choose one of the following evaluation methods:| Setting | Description |
|---|---|
| Audit Playbook Metrics – By Step | Auditors evaluate each playbook step individually. |
| Audit Playbook Metrics – Entire Playbook | Auditors evaluate the complete playbook using a consolidated interface. |
Audit Speech Metrics
Provides speech analysis capabilities for quality assurance:- If By Speech is on, auditors enter responses for each speech metric (clarity, tone, pace).
Audit Playbook Metrics
Configure Playbook Metrics Choose one of the following evaluation methods:| Setting | Description |
|---|---|
| Audit Playbook Metrics – By Step | Auditors evaluate each playbook step individually. |
| Audit Playbook Metrics – Entire Playbook | Auditors evaluate the complete playbook using a consolidated interface. |
Audit Behavior
Playbook evaluation results appear differently depending on whether the interaction is manually audited.- For non-audited interactions, agents see a read-only status of Executed, Not Executed, or Not Applicable.
- For manually audited interactions, agents see only the supervisor-selected response, while the remaining options remain unselected.
Configure Evaluation Review Workflow
Agent Accept and Dispute
Agent Accept & Dispute enables agents to review completed evaluations, acknowledge scores, and raise disputes on specific feedback items from the Evaluation tab in My Dashboard. Supervisors can review disputes, perform re-evaluation, and track pending review and dispute metrics in the QA Dashboard. When re-evaluated, updated scores automatically reflect across dashboards, scorecards, and leaderboard views. When enabled, it activates the evaluation review and dispute workflow in Quality AI General Settings, including configuration of dispute allocation rules. When disabled, agents lose access to acknowledgment and dispute actions, and these options are also unavailable while creating evaluation forms or configuring their assignment to channels and queues.If acknowledgment and dispute workflows are disabled, these options aren’t available while creating evaluation forms or configuring evaluation form assignments.
Configure Conversation Processing
Scheduled Processing
Scheduled Processing limits Quality AI conversation processing to a configurable daily time window. Instead of processing conversations immediately after they end, the system queues conversations and processes them only during the configured schedule. This helps reduce LLM resource consumption during peak business hours. Configure Scheduled Processing- Turn on Scheduled Processing.
- Configure the processing window.
| Setting | Description |
|---|---|
| Disable Scheduled Processing | Temporarily pauses conversation processing without removing the schedule. |
| Enable Scheduled Processing | Processes conversations only during the configured daily processing window. |
Scheduled Processing is available only when Automation AI, Agent AI, or CCAI conversation sources are enabled.
- Specify the From and To times.
- Select Save.
Processing Status
Conversations received outside the configured processing window appear in the Pending tab of Conversation Mining until processing begins.| Status | Description |
|---|---|
| Pending | Waiting for the next scheduled processing window or temporarily paused. |
| In Progress | Quality AI is processing the conversation. |
| Failed | Validation failed and the conversation wasn’t processed. |
When Scheduled Processing is enabled, the Pending tab in Conversation Mining becomes the primary location for tracking conversations waiting for their processing window.