Agent-Specific Dashboard¶

The Overview tab provides supervisors with a personalized dashboard for each agent, showing key performance metrics filtered by language, date range (calendar), and channels (Voice or Chat). It highlights high-risk interactions, including those that fail critical standards, and displays assigned coaching tasks. This helps supervisors identify performance gaps and deliver targeted coaching to improve individual agent performance.

A Supervisor can access the agent-specific dashboard in the following ways:

Approach 1:

Navigate to Quality AI > Dashboard > Agent Leaderboard.
Click any agent in the Agent Leaderboard dashboard. The following agent-specific Overview screen is displayed.

Approach 2:

Navigate to Quality AI > Agent Leaderboard.
Click any agent in the Agent Leaderboard Dashboard. The following agent-specific Overview screen is displayed.

Overview¶

Each agent has a dedicated dashboard that is accessible to both the agent and their supervisor. It displays high-level metrics for supervisors to review. Supervisors can filter dashboard data by Language, Date Range and Channel.

This tab provides the supervisor’s view of the Agent Dashboard for each agent and includes the following:

The Dashboard metrics allow you to filter and refine the data displayed across the entire Agent Dashboard by selected languages, date range (calendar), and channel.

All Languages¶

You can search and filter by language across the dashboard and apply the language-specific metrics. You can select more than one language or all languages simultaneously. These metrics are based on the languages configured at the evaluation metric level under the Language Settings.

Note

By default, all languages are selected when the All Languages **filter is applied. Metrics are only displayed for languages configured at the evaluation metric level under **Configuration > Settings.

When a language filter is applied, the following widget metrics are updated to reflect data specific to the selected languages:

Total Audits: Shows audit count only for selected languages.
Avg. Audits per Agent: Updates to show average for selected languages.
Evaluation Score (Manual Vs Auto QA Score): Updates both Manual and Auto QA scores for selected languages.
Fail Statistics (Evaluation Form): Shows failure data for selected languages.
Performance Monitor (Evaluation Form): Updates performance metrics for selected languages.

Agent Performance Metrics¶

The following metrics help evaluate agent performance and coaching progress, filtered by selected languages and date range:

Total Interactions: This displays the total interactions completed by the agent during the selected time.
Kore Evaluation Score: This displays the average Kore evaluation score of the agent for the calls they have completed during the selected time.
No. of Supervisor Audits: This displays the total number of manual audits completed for the interactions completed by that agent for the selected time.
Supervisor Audit Score: This displays the Average manual audit score for the audited interactions for the selected time.
Total Coaching Assignments: This displays the total number of coaching sessions assigned to the agent over a selected time.
No. of Fails: This displays the total number of scorecard failures for the agent over a selected time period.
Fatal Interactions: This displays visual indicators of an agent’s interactions that failed critical compliance or quality criteria. These help supervisors quickly identify and address high-risk interactions.

Coaching Insights

Strongest Attributes: Displays the top five attributes with the highest scores from the agent’s scorecards during the selected time period. Only attributes with scores above 80 are shown, listed in descending order.
Opportunity Areas: Displays the bottom five attributes with the lowest scores from the agent’s scorecards during the selected time period. Only attributes with scores below 80 are shown as areas for improvement.

Coaching Assignments

This feature displays all coaching assignments given to an agent within the agent dashboard. Supervisors can track scorecard performance trends over time to assess progress or decline and take appropriate action through targeted coaching.

The Coaching Assignments include the following items:

Agents: This displays the name of the Coaching assignment agent.
Coaching Area: This displays all the attributes selected or designated as coaching areas for that assignment.
Assigned Date: This displays the date that the coaching session was assigned.
Follow-up Date: This displays the assigned date as a follow-up date for that coaching assignment.
Status: This displays three types of status for the coaching assignment, calculated based on the number of interactions opened out of those assigned (including both interactions marked for coaching and best responses) for that assignment as follows:
- Start Now: This indicates that the coaching is ready to start.
Note

This option is only visible for agents.
- Yet to start: Interactions for an assignment are yet to start.
Note

This option is only visible for supervisors.
- In Progress: This displays the total number of interactions that have been clicked through for that coaching assignment.
- Completed: All interactions clicked through for that assignment.

For more detailed information, see Coaching Assignments - Supervisor View.

Scorecard Trend¶

The Scorecard Trend feature displays an agent’s assigned scorecards and highlights performance trends over Daily, Weekly, and Monthly intervals. It allows supervisors to track attribute-level scoring patterns, identify progress or decline, and make informed coaching decisions. The trend widget appears in a tabular format within the agent dashboard.

Scorecard trends and average scores are customized based on the globally selected language. However, Scorecard widgets support independent language selection at the widget level, overriding the global setting. This dual-language control enables supervisors to analyze agent performance across multiple languages with detailed insights into trends and coaching needs.

Note

If the administrator or app owner has disabled the Agent Scorecard for a particular agent, then that agent and its Supervisor will not be able to view this feature in the Dashboard. To enable this, the administrator or app owner has to enable it in the 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 following time ranges in a tabular view.

When a scorecard is selected, the average score for that agent within the chosen global date range is displayed. If no conversations are made after assigning, then the scorecard does not displays any score for that agent. If any conversations exist, then the scorecard is displayed in the dropdown for scorecard trends.

Attributes¶

It displays all agent attributes included in the scorecard and the average score for each attribute within the selected date range filter.

The date range selection is done based on the following criteria:

Daily: Last 7 days from the current date.
Weekly: Last 7 weeks from the current week of the year.
Monthly: Last 7 months from the current month.

Evaluation¶

This allows supervisors to drill down and view specific agents' interactions and the details of evaluations performed in the last selected time period. Supervisors can use these interactions as reference points for coaching to help agents enhance their performance. Based on the reviewed interactions and created bookmarks, supervisors can then assign targeted coaching assignments to the agents. This displays the list of interactions terminated or completed by the agent, with the most recent ones appearing first. This page serves as the starting page for coaching assignment creation.

This Evaluation section has the following interactions listing items:

Date: This displays the date and time that an interaction has started.
Actions: This displays the list of bookmarks assigned to an interaction, which you can filter and assign coaching for later reference.
Queues: This displays the completed queue interaction and its origin.
Kore Evaluation Score: This displays the Kore Evaluation score (Auto QA Score) for the interaction based on the relevant evaluation form.
Supervisor Audit Score: This displays the Supervisor Audited score if the interaction has already been audited or manually evaluated.
Sentiment Score: This displays the system-generated sentiment score for the interaction based on the context of what the customer said in the interaction (keywords and emotions about that topic).
Date Range Selection: This allows you to filter the date range options for agent conversation interactions, with the default setting always displaying the last 7 days.
Bookmarks: Allows you to filter the saved bookmark interactions that an agent has handled. This filters only the specific agent's interactions that have been bookmarked for coaching by the supervisor and need to be audited properly. This populates only the bookmarks that are audited in the agent dashboard.
Filters: Allows you to filter the interactions that have been audited based on specific agents for a selected date range.

The following filtered categories are:
- Queues: Allows you to filter and apply interactions in the queue to assign coaching tasks.
- Audit Status: This allows you to filter and apply audited and unaudited interactions separately before applying them for coaching assignments.
- Filter Interactions: This displays the total number of filtered interactions.