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Audit Allocations Overview

Audit Allocations enables QA managers and supervisors to assign interactions to auditors for manual evaluation, complementing AutoQA with structured oversight and consistent quality standards.

When you configure a Minimum Duration Threshold for Evaluation, the system excludes Below Threshold and Duration Unavailable contacts from automated scoring and, by default, from audit allocation batches. Use the Include below-threshold contacts toggle to optionally include these flagged contacts for targeted review, with a Below Threshold badge clearly shown on the audit screen.

Note

The Minimum Duration Threshold for Evaluation applies only to new contacts from Native CCAI, Agent AI, and Express (FTP) sources; it does not affect existing or past contacts.

Access Audit Allocations

Navigate to Quality AI > ANALYZE > Allocations.
Audit Allocations

Why Audit Allocations?

Manual audits remain essential even with AutoQA in place. Traditional allocation methods introduce operational friction that affects evaluation consistency and auditor productivity.

  • Allocation Visibility Gaps: Tracking which interactions you've assigned to auditors and monitoring completion progress across your team.

  • Inflexible Assignment Management: Reassigning interactions when auditors become unavailable due to leave, workload changes, or scheduling conflicts.

  • Manual Workflow Inefficiencies: Creating custom allocations without pre-saved filters, requiring multiple steps to set up one-time audit assignments.

  • Limited Control Over Distribution: Managing per-agent interaction volumes limits consistent evaluation coverage across the team.

  • Organizational Confusion: Distinguishing between conversation analysis (Conversation Mining) and audit assignment workflows when they share the same interface.

Audit Allocations transforms the manual QA assignment process by providing a dedicated workspace with complete visibility into allocation lifecycle management, flexible reassignment capabilities, and streamlined allocation creation.

How Does Audit Allocations Help?

Audit Allocations delivers value through several key capabilities that enhance your manual QA workflow:

  • Comprehensive Tracking: Monitor all allocations you've created with real-time visibility into auditor-wise completion rates, enabling proactive workload management.

  • Flexible Reassignment: Redistribute pending interactions from unavailable auditors to other team members, ensuring consistent evaluation coverage without workflow disruption.

  • Streamlined Allocation Creation: Create custom allocations with quick filters directly in the assignment workflow, eliminating the need to pre-save filters for one-time audits.

  • Controlled Distribution: Specify exact interaction counts or percentages per agent, giving you precise control over evaluation workload across your auditor team.

  • Dual Assignment Methods: Choose between random sampling for unbiased coverage or custom filters for targeted evaluations based on specific criteria.

  • Threshold-aware Allocation: Configure each allocation rule to include or exclude below-threshold contacts, enabling both standard audit workflows and targeted reviews of flagged interactions.