Adherence Heatmap

The Adherence Heatmap provides a visual view of adherence trends across evaluation forms, queues, agents, channels, languages, contact direction, and date ranges to help supervisors identify quality gaps, monitor fatal interactions, compare inbound and outbound performance, and support targeted coaching through metric-level analysis. By default, only eligible evaluated interactions are included. Interactions marked Below Threshold or Duration Unavailable are excluded unless manually evaluated, ensuring adherence metrics reflect valid and comparable data. The heatmap supports role-based access and shared filters. Users with Cross Queue Data Access can view all queues, while others are limited to assigned queues. All visuals update dynamically based on selected filters. Whereas, the Handled By filter helps supervisors to refine adherence analysis by selecting AI Agent, Human Agent, or Both, enabling focused or combined views based on conversation type and routing context.

Key Capabilities

Use Case	How It Helps
Trend Monitoring	Tracks adherence trends across time and evaluation metrics.
Compliance Analysis	Identifies recurring failed and fatal quality metrics.
Directional Insights	Analyzes inbound, outbound, or combined interactions together or individually.
Agent Coaching	Highlights low-performing agents and metrics for targeted coaching.
Queue-based Analysis	Filters adherence data by queues associated with selected evaluation forms.
Interaction Review	Opens failed interactions directly in Conversation Mining via the Duration Status filter.
Scorecard-based Duration Rules	Applies scorecard-specific duration thresholds to determine interaction eligibility.
Manual Override	Includes flagged interactions in adherence metrics after manual evaluation.
Handled By Filtering	Enables filtering by AI Agent, Human Agent, or Both to analyze adherence by conversation type and routing context.

Access Adherence Heatmap

Navigate to Quality AI > AutoQA > Adherence Heatmap.

Select one or more evaluation forms from the dropdown to view adherence metrics. The Queues filter populates dynamically based on the selected evaluation forms.

Enable Auto QA in Settings > Quality AI General Settings to access this feature.

Adherence Analysis and Metric Behavior

Adherence Percentage Calculation

The system calculates adherence using only evaluated interactions that are eligible for aggregation, based on the selected evaluation form, agent, and date range.

Formula

\text{Adherence (\%)} = \frac{\text{Adhered evaluated interactions}}{\text{Applicable evaluated interactions}}

Handling Flagged Interactions

By default, the system excludes interactions marked Below Threshold or Duration Unavailable from adherence metrics and dashboard aggregates unless you manually evaluate them. After manual evaluation, the system includes these interactions in heatmap calculations and treats them as standard evaluated interactions. An interaction may fall below the threshold for one scorecard but remain eligible for another depending on scorecard-specific duration rules. Duration checks don’t block ingestion, transcript storage, or Conversation Mining access. Flagged interactions remain available in Conversation Mining through the Duration Status filter (All, Evaluated Only, Below Threshold, and Duration Unavailable). The system also displays exclusion reasons and supports drill-through behavior in interaction details.

Interaction Eligibility Rules

Interaction Type	Included in Heatmap
Evaluated	Yes
Below Threshold	No
Duration Unavailable	No
Manually Evaluated Flagged Interaction	Yes

Metric Applicability

Metric Type	When It Applies
Static (by question)	Apply to all evaluated interactions that are eligible for aggregation within the selected evaluation form and queue.
Dynamic (by question)	Apply the rule only when the system detects the trigger condition.

Color Coding

Each heatmap tile is color-coded by adherence percentage. Red indicates 0% adherence, green indicates 100% adherence, and intermediate values display in 10% increments between red and green. The system displays gray when no eligible evaluated interactions match the selected filters.

Failed and Fatal Interactions

Category	Description
Failed	Interactions that don’t meet quality or compliance thresholds, such as missed greetings, incorrect information, or compliance violations.
Fatal Errors	Critical issues that override scoring logic, set the interaction score to 0%, and mark the interaction as failed with a red flag indicator.
Coaching Support	Supervisors and agents use fatal flags, adherence trends, and metric-level feedback to identify coaching opportunities and support quality improvement initiatives.

Hover over a tile to view the adherence percentage, adhered interactions, and total applicable interactions for the selected metric and date. The tooltip excludes Below Threshold and Duration Unavailable (flagged) interactions unless they’re manually evaluated.

Filters

The Adherence Heatmap supports shared filters for detailed analysis across evaluation forms, queues, channels, languages, agents, and interaction direction.

Date Range

Use the Date Range filter to view interaction data. By default, the system displays data for the last 7 days and uses the user’s system time zone. You can choose predefined ranges such as Yesterday, Last 7 Days, Last 28 Days, and Last 90 Days, or select a Custom Range of up to 31 days. Custom ranges display data from 12:00 AM to 11:59 PM in the user’s time zone.

Manual Evaluation Metrics Indicator

Displays Manual Evaluation metrics with a visual identifier and represents unaudited conversations when no data is available in the Adherence Heatmap.

Evaluation Form

Select one or more evaluation forms to scope adherence metrics across the heatmap. The selected evaluation forms determine the available queues, metrics, agents, and languages. You can mark an evaluation form as default. The system applies the selected form consistently across the Adherence Heatmap widget and QA Dashboard for unified analysis.

Queues

Select one or more queues linked to the selected evaluation forms. The Queues filter depends on the Evaluation Forms selection and displays only associated queues. When you update the queue selection, the heatmap refreshes automatically to display adherence data scoped to the selected queues.

Select an evaluation form before selecting a queue.

Interaction Directions

Analyze adherence by interaction direction—Inbound (customer-initiated), Outbound (agent-initiated), or All Directions (combined). All Directions are the default selection and aggregate adherence totals and percentages across all eligible interactions.

Agent

Supports multi-select. The system displays all agents in the selected queues by default. Users with the Cross Queue Data Access permission can search and select agents across all queues. You can search and select agents to view adherence for their interactions; only relevant tiles remain active, while others display disabled.

Language

Supports multi-select filtering based on configured languages. When applied, the heatmap displays adherence metrics only for the selected languages.

Language options depend on the selected evaluation form.

AI Agent

Enable supervisors filter using Experience Flow tags (for example: Payment Status, Account Balance, Address Update) with search, multi-select, and expandable Show all options.

Human Agent

Allow filtering by Queues and Agents, both supporting multi-select tagging, search, and Show all expansion for easier selection.

Heatmap Interactions

Adherence Heatmap Overview

The heatmap tracks agent adherence across selected evaluation metrics over the chosen date range, based on filters selected such as agents, evaluation form, and Language. Each tile represents adherence performance for a specific metric and period based on the selected filters.

Adherence Display

The system sorts adherence percentages from lowest to highest by default to help supervisors identify low-performing metrics and agents.

Agent-Level Breakdown

Select a date tile to open an agent-level adherence breakdown for the selected metric. The system displays agents from lowest to highest adherence percentage.

View Interactions

Select View Interactions to open Conversation Mining page with pre-applied filters for failed interactions associated with the selected metric. The system applies metric qualification (pass or fail count) filters automatically and displays them as unsaved filters.

Interaction Display Behavior

Agents with no applicable interactions display at the bottom of the list.

Heatmap tiles display No Interactions for non-applicable (N/A) cases and remain gray when no eligible interactions exist for the selected filters. Agents with 100% adherence display No Failed Interactions, and the View Interactions option remains disabled for those cases.

No Interactions with Failed Interactions

Action Filters

Action	Description
Filter Heatmap by Agent	Opens the agent-specific heatmap view for the selected date range.
View Interaction in Conversation Mining	Opens Conversation Mining with failed interactions for the selected agent and metric.

Dashboard View

The QA Dashboard displays a simplified Adherence Heatmap widget for the last 7 days using the selected evaluation form and queue filters. The widget updates dynamically based on shared dashboard filters, including Evaluation Forms, Queues, Channels, Languages, and Contact Direction. The dashboard widget includes only evaluated interactions eligible for aggregation. Below Threshold and Duration Unavailable interactions remain excluded unless manually evaluated. These interactions remain available in Conversation Mining and Reports. For more details about dashboard widgets and filters, see Supervisor Dashboard.

View Interactions

Select View Interaction to open Conversation Mining with metric-based filters and notification tags applied automatically. The system excludes Below Threshold and Duration Unavailable interactions from heatmap calculations unless manually evaluated. Notification tags appear only when navigating from the Adherence Heatmap.

Business Solutions

Key Capabilities

Access Adherence Heatmap