Agent Dashboard - Supervisor Evaluation¶

This enables supervisors to drill down into language-specific evaluation data and view specific agents' interactions and the details of evaluations performed in the last selected date range. 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 assign targeted coaching assignments to the agents. This displays the list of interactions of the agent, with the most recent ones appearing first.

Access Agent Dashboard - Evaluation¶

Navigate to Quality AI > ANALYZE > Dashboard > Evaluation.

Filter and Refine Options¶

The agent dashboard filters interaction data to show only evaluations performed in the selected languages. You to refine the displayed data by language and date range.

Review Evaluation Details¶

The Evaluation section includes the following interactions list items:

Date: Displays the date and time when an interaction starts.
Actions (Bookmark Interaction): Displays the list of bookmarks assigned to an interaction, which you can filter and assign coaching for later reference.
Queues: Displays the completed queue interaction and its origin.
Kore Evaluation Score: Displays the Kore Evaluation score (Auto QA Score) for the interaction based on the relevant evaluation form.
Supervisor Audit Score: Displays the Supervisor Audit score when a supervisor audits or manually evaluates the interaction.
Sentiment Score: Displays the system-generated sentiment score for the interaction based on the customer’s statements, including relevant keywords and emotions.
Date Range Selection: Lets you select a date range for agent conversation interactions. By default, the dashboard displays data from the last seven days.
Bookmarks: Filters saved bookmark interactions handled by the agent. Shows only the agent’s interactions that a supervisor bookmarked for coaching and audited in the agent dashboard.
Filters: Filters audited interactions by agent for the selected date range.

The following filtered categories are available:

Queues: Filters interactions by queues.
Audit Status: Filters audited and unaudited interactions individually.
Filter Interactions: Displays the total number of filtered interactions.

Create Coaching or Add Coaching Assignment¶

Supervisors can initiate coaching sessions for agents by selecting one or more interactions in which the agent’s performance doesn't meet expectations. This feature helps supervisors identify specific interactions that highlight areas for improvement and deliver focused coaching. By selecting multiple interactions, supervisors can address recurring issues or trends and provide comprehensive feedback that targets consistent performance gaps.

After selecting interactions, the supervisor can create a coaching session with feedback and clear steps to help the agent improve specific skills or behaviors.

Steps to add coaching assignments:

By default, the following Add Coaching Assignments screen appears when you select any interactions.
Select the Add Coaching Assignment.
Enter the Name of the coaching assignment.
In the Coaching Area, select the required coaching areas for the agent’s improvement, and select Add.
In the Interactions Marked for Coaching, the system displays the interactions selected from the Evaluation tab by default.
Under the Best Responses (optional), select the best response interactions from other agents to provide the best reference for this coaching assignment using saved bookmarks.

Note

You can select more than one bookmark based on the evaluation criteria.

For example, one set of interactions for the support queue and another set of interactions for the best responses to get populated in the selected interactions box.
Select the View Interactions, and the supervisors can get more insights from the AI-Audit screen related to coaching of the agents, implement training programs, and make informed decisions.
Select the Add Interactions, and the supervisors can choose the best interactions from other agents to provide as a reference for this coaching assignment using saved bookmarks.
Choose the required agent interactions, and select the Add Interaction to move the agent coaching references to the Selected Interactions box.
In the Feedback, enter your feedback for better improvement or suggestions.
Enter the Action Plan for the coaching assignment.
Provide the input for the Follow-up Date chosen for the assignment.
Select Create to assign coaching assignments to an agent, which gets populated in the Agent Dashboard.

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