My Dashboard - Agent View

My Dashboard provides agents with a personalized view of their performance across conversations, scorecards, sentiment, and resolution results. It highlights performance using Auto QA and audit scores. Agents can review strengths, gaps, and evaluated interactions based on their access permissions. The dashboard also includes supervisor-assigned scorecards, sentiment trends, resolution effectiveness, and dispute activity from evaluated interactions. When you enable agent disputes, agents can acknowledge metric-level scores, raise disputes with supporting comments, and track review status until resolution. By default, agents can only access data from their assigned queues. Cross-queue visibility isn’t supported.

Access My Dashboard

Navigate to Quality AI > AutoQA > My Dashboard.

In Quality AI > Settings > Quality AI General Settings, enable Auto QA, Agent Scorecard, and Agent Access to Scored Interactions to view dashboard data, and enable Agent Accept & Dispute to activate the acknowledgement and dispute workflow.

My Dashboard Filters

My Dashboard uses shared global filters across all widgets to refine data by language, date range, channel, and contact direction. All metrics update dynamically based on the selected filters.

Filter	Description
Language	Filter by one or more configured languages. Evaluation metric settings in Configure > Settings > Language Settings determine the available options. By default, the system selects all languages.
Date Range	Filter data using predefined ranges (Today, Yesterday, Last 7/28/90 Days) or a custom range of up to 31 days. The system displays data in the agent’s time zone and sets the default view to the last 7 days for performance analysis and comparison.
Channel	Filter by Voice, Chat, or All Channels. Metrics update based on the selected channel.

By default, all languages are selected. Metrics display only for languages configured at the evaluation metric level.

Filter-Driven Metrics

Based on Language, Date Range, Channel, and Contact Direction applied, the following widgets update:

Widget	Update
Total Audits	Displays audit counts for the selected filters.
Avg. Audits per Agent	Displays the average audits per agent for the selected languages.
Evaluation Score	Updates Manual and Auto QA scores.
Fail Statistics	Displays failed evaluation metrics for the selected languages.
Performance Monitor	Updates overall performance metrics trends.

Agent Performance Metrics

Displays key performance indicators based on selected filters. Each widget shows the current value and % change (↑ improvement, ↓ decline).

Metric	Description
Total Interactions	Displays total interactions during the selected period.
Kore Evaluation Score	Displays the average automated Kore evaluation score for completed interactions.
No. of Supervisor Audits	Displays the total manual audited interactions completed by supervisors.
Supervisor Audit Score	Displays average score from manual supervisor audits, reflecting the latest revised score for any re-evaluated interactions.
My Pending Reviews	Total number of completed manual evaluations assigned to the agent that are pending acknowledgment or dispute resolution.
Supervisor Pending Reviews	Displays the number of disputes the agent has submitted that are awaiting QA re-evaluation.
Total Coaching Assignments	Displays the total number of coaching sessions assigned during the selected period.
No. of Fails	Displays the total number of failed scorecards during the selected period.
Fatal Interactions	Displays the interactions that failed critical compliance or quality criteria.

My Pending Reviews and Supervisor Pending Reviews are visible only when Agent Accept & Dispute is enabled in Quality AI > Settings > Quality AI General Settings and disputes are configured for one or more evaluation forms.

Coaching Insights

Displays agent strengths and coaching needs using scorecard and evaluation data at attribute and metric levels. Available in My Dashboard, Supervisor View (Agent Dashboard), and the Evaluation tab. The Coaching Insights section identifies strong performance areas and coaching opportunities for the agent. It includes the following two tabs:

Tab	Description
Agent Attribute	Displays performance grouped by agent attributes.
Evaluation Metric	Displays performance grouped by individual evaluation metrics derived from forms assigned at the queue level.

Scorecard Selection

The Coaching Insights feature highlights an agent’s strengths and improvement areas based on selected scorecards. It recalculates insights when you update the scorecard selection. To select a scorecard, use the Select Scorecard dropdown and choose one or more scorecards. The system automatically updates the insights.

Agent Attribute Tab

Based on the selected scorecard and date range, this tab displays performance at the attribute level.

Section	Description
Strongest Attributes	Top five highest-scoring attributes based on adherence.
Opportunity Areas	Bottom five lowest-scoring attributes indicating coaching needs.

Each attribute displays as a labeled bar representing adherence across the selected period.

Selecting an attribute opens a detailed metric-level view.

Column	Description
Evaluation Metric	Name of the individual evaluation metric assigned to this attribute.
Adherence %	Adherence percentage with color-coded performance level.

Adherence Color Coding

Color	Range	Meaning
Green	High	Meets or exceeds expectations.
Yellow	Moderate	Moderately meets expectations.
Orange	Low	Below expectations, coaching recommended.
Red	Very Low	Significant performance gap.
NA	Not Applicable	Not triggered or evaluated.

Evaluation Metric Tab

Based on the selected scorecard and date range, this tab displays performance across evaluation metrics in two panels.

Section	Description
Strongest Evaluation Metrics	Displays the highest-performing individual metrics.
Coaching Opportunity Metrics	Displays the lowest-performing metrics requiring improvement.

Each metric displays as a labeled bar indicating adherence across the selected period. Evaluation forms assigned at the queue level determine the metrics.

Hover Insight (Metric — Attribute)

Hover over a metric to view its mapped agent attribute for quick traceability without changing views. Example: Hovering over Authentication displays (Agent Attribute: Authentication).

Sentiment Insights

Displays customer sentiment across the agent’s own conversations. Helps agents recognize strengths and identify recurring issues.

View	Description
Average Sentiment Score	Displays overall sentiment across all topics, including positive and negative counts with trend indicators.
Top 5 Highest Sentiment L3 Topics	Lists the top five L3 topics with the highest sentiment scores in descending order.
Top 5 Lowest Sentiment L3 Topics	Lists the top five L3 topics with the lowest sentiment scores in ascending order.

Resolution Insights

Shows how well the agent resolves customer issues.

View	Description
Average Resolution Rate	Shows the agent’s overall resolution rate across all conversations.
Top 5 Highest Resolution L3 Topics	Lists the top five L3 topics with the highest resolution rates in descending order.
Top 5 Lowest Resolution L3 Topics	Lists the top five L3 topics with the lowest resolution rates in ascending order.
Resolved/Unresolved Breakdown	Displays counts and percentages of resolved and unresolved conversations per topic.

Visual Indicators

Green: Positive sentiment
Red: Negative sentiment

Scorecard Trend

Tracks agent performance trends over time based on selected scorecards and language preferences.

Mark as Default

The system automatically selects the oldest assigned scorecard by default. Agents can switch scorecards and compare performance across multiple scorecards.

Language Configuration

Each scorecard supports its own language configuration with auto-selection for mapped languages.

Feature	Description
Scorecard Selection	Select a scorecard to view its associated attributes, configured languages, and scoring trends.
Language Filter	Shows only the languages configured for the selected scorecard and automatically selects all associated languages when you select a scorecard.
Multilingual Monitoring	Compares agent performance across configured languages for targeted coaching.
Trend Visualization with Time Ranges	Displays all attributes in the selected scorecard with their average scores and tracks attribute-level score trends and average scorecard scores across Daily, Weekly, and Monthly views based on the current period.

Trend Visualization with Time Ranges

The date range picker provides predefined time filters to analyze interaction data over selected periods, including the last 7, 28, and 90 days, or a custom range for more specific analysis. Trend visualization displays attribute-level scoring trends and the average scorecard based on the selected time range, using data from the current period.

Scorecard Metrics

Metric	Description
Avg. Scorecard Score	Displays the agent’s average score for the selected scorecard within the chosen date range. The system shows scorecard data only when evaluated conversations exist after assignment.
Attributes	Displays all attributes in the selected scorecard along with their average scores for the selected date range.

Evaluation Tab

This section displays completed agent interactions along with Date and Time, Queue, Auto QA Score (if available), Audit Score, and evaluation review status based on the user’s access settings.

Access to Evaluation Tab

Navigate to Quality AI > My Dashboard > Evaluation.

The Evaluation tab displays automated interaction scores only when the following are enabled in Quality AI > General Settings: Auto QA, Agent Scorecard, and Agent Access to Scored Interactions.

Filter

Filtering options vary based on the agent’s access level. Use the Queues filter to refine report results by selecting one or more queues to view associated interactions. Use the Audit Status filter to view interactions based on their audit state, with options for Audited (evaluated interactions) and Not Audited (unevaluated interactions). The filter panel displays the number of interactions that match the selected criteria, and selecting Apply updates the report results.

Available Interaction Views

The interactions displayed depend on the Agent Access to Scored Interactions configuration.

Only Manually Audited Interactions: Displays supervisor-audited interactions with Date and Time, Queue, Supervisor Audit Score, Review Status, and Dispute Round.
Manually Audited + Auto QA Scored Interactions: Displays interactions with Date and Time, Queue, Auto QA Score (Kore Evaluation Score), Supervisor Audit Score, Review Status, and Dispute Round.

By selecting any reviewed conversations or interactions on the Evaluation page, you can view the detailed audit review of its interactions.

Interaction Comments and Transcripts

Agents can view transcripts and comments only for interactions assigned to them.
In each interaction, the Audit tab displays comments within the Transcript section for each interaction.
Dispute comments submitted by the agent and QA responses display in the Comments and Dispute for each metric.
Users with the Download Conversations permission can download conversation recordings directly from the audit screen. This permission is available by default to App Owner, App Developer, App Tester, and Supervisor roles.

Review

The Review page gives agents a dedicated view of all their manually evaluated conversations, grouped by review state. Agents can track evaluations awaiting action, monitor active disputes, and view completed or closed dispute outcomes from one place.

Access Review Tabs

Navigate to Quality AI > Review.

Review Tabs

Tabs represent the different evaluation groupings available in the Review tab.

Tab	Description
Pending Review	Evaluations the agent hasn’t acknowledged or disputed. Select a row to open the audit screen and respond at the metric level. If no evaluated conversations exist, the tab displays: `No Evaluated Conversations Found.`
Disputes	Evaluations with an active dispute submitted by the agent. If no disputes exist, the tab displays: `No disputes raised`.
Resolved	The system includes evaluations with completed reviews, accepted outcomes, and closed disputes.

Review Status Values

The Review Status column reflects the current acknowledgment or dispute state for each manually evaluated conversation.

Status	Description
Pending Review	The evaluation is complete and awaiting the agent’s acknowledgment or dispute response.
Acknowledged	The agent has accepted all metric scores.
Disputed	The agent has disputed one or more metrics, and the dispute is active or is in progress.
Awaiting QA Response	The agent has submitted a dispute, and the QA re-evaluation is pending.
Re-evaluation Received	QA has responded to the dispute, and the agent can review the decision or updated outcome.
Resolved	The agent accepted the disputed evaluation after re-evaluation or acceptance of the QA decision.

Review Status values display only when Agent Accept & Dispute is enabled in Quality AI > Settings > Quality AI General Settings and disputes are configured for the evaluation form. Evaluations on forms with disputes disabled don’t display a Review Status.

Evaluation Filters

Filter	Available For	Description
Queues	All access types	The system filters interactions by queue and limits the list to the queues the agent belongs to.
Audit Status	Manually Audited + Auto QA	Filters audited and unaudited interactions individually. Visible only when Auto QA interactions are included.
Review Status	All access types	Filters manually audited interactions by their current acknowledgment or dispute status.

Review Status Values

The Review Status column shows the current acknowledgment or dispute state for each manually evaluated conversation.

Status	Description
Pending Review	The evaluation is complete and is awaiting the agent’s acknowledgment or dispute response.
Acknowledged	The agent has accepted all metric scores.
Disputed	The agent has disputed one or more metrics, and the dispute is active or in progress.
Awaiting QA Response	The agent has submitted a dispute, and QA re-evaluation is pending.
Re-evaluation Received	QA has responded to the dispute, and the agent can review the updated outcome or decision.
Resolved	The agent has accepted the QA decision or the re-evaluated results after dispute resolution.

Review Status values display only when Agent Accept & Dispute is enabled in Quality AI > Settings > Quality AI General Settings and disputes are configured for the evaluation form. Evaluations with disputes disabled don’t display a Review Status.

Responding to an Evaluation

When an agent opens a conversation from the Pending Review tab, the audit screen displays each metric with the evaluator’s score, outcome, and notes or criteria. Agents review each metric individually and choose a response. To respond to an evaluation,

Select a conversation from the Pending Review tab to open the audit screen.
For each metric, review the outcome and the evaluator’s notes.
Select Accept to acknowledge the score, or Dispute to contest it.
For any disputed metric, add a comment explaining the reason for the dispute.
Agents can accept some metrics and dispute others within the same evaluation — they don’t need to contest the evaluation as a whole.
Select Submit to send the response.

If an agent submits a dispute without comments for all disputed metrics, the following message displays: If one or more disputed metrics are missing comments. Add comments to all disputed metrics to continue. After submission, the system routes the disputed metrics to the assigned QA for re-evaluation according to the form’s routing rules. The evaluation status changes to Awaiting QA Response.

Pending Review Tab

Column	Description
Date	Date and time when the evaluation completed.
Queues	Queue associated with the conversation.
Kore Evaluation	Auto QA score for the conversation.
Supervisor Audit Score	Manual audit score assigned by QA.

Disputes Tab

Column	Description
Date	Date and time when the evaluation completed.
Queues	Queues associated with the conversation.
Supervisor Audit Score	Manual audit score for the conversation, reflecting the latest revised score after any re-evaluation.
Dispute Rounds	Number of dispute rounds completed for the evaluation.

The Disputes menu item is visible only for users with Agent Dashboard permission when Agent Accept & Dispute is enabled in Quality AI > Settings > Quality AI General Settings and disputes are configured for at least one evaluation form.

Reviewing a QA Re-evaluation Response

When a QA completes their re-evaluation, the evaluation status changes to Re-evaluation Received. The agent can: The agent can:

Open the conversation from the Disputes tab.
Review the QA’s revised score and written response per disputed metric in the Comments and Dispute section.
Select Accept to close the dispute, or Dispute to raise a further dispute if the form permits additional rounds.

If the form disables multi-round re-disputes, no further Dispute option is available. A message displays explaining the re-evaluation decision is final. See Dispute Restrictions and Limitations.

Disputes

The Disputes tab provides agents with a single view of all evaluations they have actively disputed, including the current round, QA response status, and auditor details.

Access Disputes

Disputes Attributes

Column	Description
Conversation Date and Time	Date and time the original conversation took place.
Audit Score	The audit score assigned to the conversation, reflecting the latest revised score after any re-evaluation.
Review Status	Current dispute state of the evaluation.
Dispute Round	The current round number of the dispute.
Auditor	The QA evaluator who completed the evaluation or re-evaluation. Displayed based on the Hide Auditor Details app-level setting.

Review Status Values (Disputes View)

Status	Description
Disputed	The agent has submitted a dispute, and awaiting QA review.
Awaiting QA Response	The system routes the dispute to QA and waits for their re-evaluation response.
Re-evaluation Received	The QA has responded, and the agent can review the decision and accept or raise a further dispute if permitted.
Resolved	The agent accepted the QA’s re-evaluation outcome.
Closed	The system closes the dispute process after it reaches the maximum number of rounds or when the form configuration ends the dispute.

When Hide Auditor Details is enabled at the app level, the Auditor column anonymizes the QA’s name.

Dispute Restrictions and Limitations

When Further Disputes Are Disabled

When the evaluation form disables multi-round re-disputes, agents see a clear in-context message on the re-evaluation screen explaining that the QA’s decision is final and further disputes aren’t permitted. No dispute option is available after this message. When you enable further disputes, the system sets the maximum number of rounds at the form level (for example, default: 3). Once the evaluation reaches the maximum number of rounds, the system automatically closes the dispute and updates the evaluation status to Closed.

When Disputes Are Disabled at the Form Level

If you disable disputes for the evaluation form associated with a conversation, the system prevents agents from commenting on, accepting, or disputing any metric for that evaluation. The system does not display the metric-level Accept and Dispute buttons, and it shows the evaluation as Audited with no Review Status.

Resolved Tab

The Resolved tab displays completed evaluation reviews along with the evaluation date, associated queues, final supervisor audit score, dispute rounds, and review status.

Column	Description
Date	Date and time when the evaluation completed.
Queues	Queues associated with the conversation.
Supervisor Audit Score	Latest revised manual audit score after re-evaluation.
Dispute Rounds	Number of dispute rounds completed before resolution or closure.
Review Status	Final state of the evaluation — Resolved or Closed.

Review Filter

The Review Status column reflects the current acknowledgement or dispute state for each manually evaluated conversation.

Filter	Description
Queues	The system completes the evaluation and waits for the agent’s acknowledgment or dispute response.
Acknowledged	The agent accepts all metric scores.
Disputed	The agent disputes one or more metrics, and the dispute remains active.
Awaiting QA Response	The system routes the dispute to QA and waits for re-evaluation.
Re-evaluation Received	QA responds to the dispute, and the agent can review the decision.
Resolved	The agent accepts the evaluation after QA re-evaluation.

Review Status values display only when Agent Accept & Dispute is enabled in Quality AI > Settings and the evaluation form has disputes configured. Evaluations on forms with disputes disabled don’t display a Review Status.

Evaluation Filters

Filter	Available For	Description
Queues	All access types	The system filters interactions by queue, limited to queues the agent belongs to.
Audit Status	Manually Audited + Auto QA	The system filters audited and unaudited interactions individually. This option is visible only when Auto QA interactions are included.
Review Status	All access types	The system filters manually audited interactions by their current acknowledgment or dispute status.

Review Filter

The Queues filter helps you to refine evaluations by selecting one or more queues. It supports multi-select search, enabling users to find and apply relevant queue filters to narrow down the displayed evaluation results and assist with queue filtering and dispute tracking.

Note: The Review screen is available only when Agent Accept & Dispute is enabled in Quality AI > Settings and at least one evaluation form has disputes configured. If the setting is off or no forms have disputes enabled, the Review screen isn’t accessible.

Settings

The Settings page displays all available options in view-only mode.

​Access My Dashboard

​My Dashboard Filters

​Filter-Driven Metrics

​Agent Performance Metrics

​Coaching Insights

​Scorecard Selection

​Agent Attribute Tab

​Click-through (Attribute to Metric Modal)

​Adherence Color Coding

​Evaluation Metric Tab

​Hover Insight (Metric — Attribute)

​Sentiment Insights

​Resolution Insights

​Scorecard Trend

​Mark as Default

​Language Configuration

​Trend Visualization with Time Ranges

​Scorecard Metrics

​Evaluation Tab

​Access to Evaluation Tab

​Filter

​Available Interaction Views

​Interaction Comments and Transcripts

​Review

​Access Review Tabs

​Review Tabs

​Review Status Values

​Evaluation Filters

​Review Status Values

​Responding to an Evaluation

​Pending Review Tab

​Disputes Tab

​Reviewing a QA Re-evaluation Response

​Disputes

​Access Disputes

​Disputes Attributes

​Review Status Values (Disputes View)

​Dispute Restrictions and Limitations

​When Further Disputes Are Disabled

​When Disputes Are Disabled at the Form Level

​Resolved Tab

​Review Filter

​Evaluation Filters

​Review Filter

​Settings

Access My Dashboard

My Dashboard Filters

Filter-Driven Metrics

Agent Performance Metrics

Coaching Insights

Scorecard Selection

Agent Attribute Tab

Click-through (Attribute to Metric Modal)

Adherence Color Coding

Evaluation Metric Tab

Hover Insight (Metric — Attribute)

Sentiment Insights

Resolution Insights

Scorecard Trend

Mark as Default

Language Configuration

Trend Visualization with Time Ranges

Scorecard Metrics

Evaluation Tab

Access to Evaluation Tab

Filter

Available Interaction Views

Interaction Comments and Transcripts

Review

Access Review Tabs

Review Tabs

Review Status Values

Evaluation Filters

Review Status Values

Responding to an Evaluation

Pending Review Tab

Disputes Tab

Reviewing a QA Re-evaluation Response

Disputes

Access Disputes

Disputes Attributes

Review Status Values (Disputes View)

Dispute Restrictions and Limitations

When Further Disputes Are Disabled

When Disputes Are Disabled at the Form Level

Resolved Tab

Review Filter

Evaluation Filters

Review Filter

Settings