Supervisor Dashboard

Overview

The Supervisor Dashboard (QA Dashboard) provides real-time insights of audit results, agent performance, and failure statistics across daily, weekly, and monthly timeframes. By default, the dashboard displays daily reports for all categories, allowing quick insights into quality standards and agent adherence. It helps you in filtering daily reports by language, date, and communication channel.

Key features include:

• Adherence Heatmap & Performance Monitor: Track evaluation scores, coaching, and trends.

• Agent Leaderboard: Ranks agents based on performance.

• Scorecard Trends: Displays average scores at global (language-specific) levels.

• Critical Metrics: Highlights poor performance using negatively weighted scores.

• Flagged interactions: Surfaced across all tools (for example, QA Dashboard, Audit Screen, Conversation Mining) for targeted coaching and quality control.

The dashboard enables supervisors to maintain quality standards, identify improvement areas, and guide focused coaching through consistent, actionable insights.

Access Supervisor Dashboard

Navigate to Quality AI > ANALYZE > Dashboard.

Note

To access the Dashboard feature, you must enable Auto QA and set up an evaluation form in the Settings to generate Auto QA scores. Only users with appropriate permissions can access the QA functionality.

Dashboard Filters

This dashboard allows you to filter the data by language, time period, and specific channel.

Filter Options

The dashboard metrics allow you to filter and refine the data displayed across the entire dashboard by selected language(s), date range or calendar, and channel.

All Languages

In the Quality AI dashboard, you can search and filter by language and apply the language-specific metrics. You can select multiple languages simultaneously.

These metrics are available based on the languages configured at the evaluation metric level under the Configuration > Settings > Language Settings.

To filter by language,

• Locate the All Languages filter at the top of the dashboard.
• Select single or multiple languages from the dropdown.
• Metrics automatically adjust to show language-specific data.

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 audits count only for selected languages.

• Avg. Audits per Agent: Updates to show average for selected languages.

• Evaluation 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.

Date Range

Use the Calendar to filter data by selecting a date range shown at the top-right of the dashboard, next to All Languages. The displayed data gets updated based on the chosen language and time period.

To filter by calendar,

• Select the Calendar dropdown.
• Select the desired date range.
• Select Apply to refresh dashboard data.
  

Channel

The Quality AI dashboard's default settings display combined data from all three channels — Voice, Chat, or All. You can filter performance metrics by channel: Voice, Chat, or All (which includes both Voice and Chat conversations). The dashboard presents trends and graphs with daily, weekly, and monthly views, along with a distribution view. Data is displayed based on the selected language and channel.

To filter by channel,

• Select All channels in the top-right corner.

• Choose your preferred channel option (Voice, Chat, or All).
  

Agent Performance Metrics

This outlines the metrics that used to assess agent performance and monitor coaching progress. Metrics are filtered based on the selected languages and date range.

The following components provide insights through audit results and coaching activity tracking:

Total Audits

Displays the total number of completed manual audits.

Avg. Audits per Agent

Displays the average number of manual audits or evaluations completed by each agent, based on their assigned queues.

Coaching Sessions Assigned

Displays the total coaching sessions assigned to agents by supervisors.

Agents in Coaching

Displays the number of agents with an active coaching assignment in the queues that the supervisor has access to.

Fatal Interactions

Displays the number of interactions that failed due to critical errors. If an interaction meets any fatal criteria defined in the evaluation form, the entire scorecard is scored as zero, regardless of performance in other areas.

Audit Progress

Displays and tracks the overall progress score of audits (both pending and completed).

• Completed: Number of assigned interactions audited.

• Pending: Number of interactions assigned for audit that agents haven't audited.

• Audit: Select the Audit to navigate to the Conversation Mining > Audit Allocations feature, where you can start evaluating interactions. For more information, see Audit Allocations.
  

Evaluation Score

This displays the trend of the average Kore Evaluation Score (Auto QA Score) alongside the average Audit Score (manual) over the last 7 days (daily), 7 weeks (weekly), or 7 months (monthly).

Adherence Heat Map

This presents a simplified heatmap of adherence data for the past 7 days, with a default form selection and no option for detailed views.

You can filter and view flagged or fatal interactions for each form. Additionally, you can select a default evaluation form and designate it as the "Mark as Default" queue. This lets you view adherence data on both the heatmap and the QA dashboard, filtered by the selected languages for future reference.

To view adherence with fatal errors or interactions, you must do the following:

• Evaluation Form: Choose a form from the dropdown to set it as Default. This lets you view related data, including fatal interactions, on both the heatmap and QA dashboard.

• Language Filter: Use the All Languages dropdown to filter adherence data by language. The system selects all languages by default.

• Tooltip Information: Hover over the heatmap to view key metrics for the selected agents of the corresponding date, including adherence percentage, interaction count, and total interactions.

Note

You must enable Auto QA (Settings > Quality AI General Settings) to to configure evaluation forms and generate automated scores.

View More Details

Select the View More Details to view detailed trends in agent adherence. For more information, see Adherence Heatmap.

Fail Statistics

The Fail Statistics provides detailed insights into the number and trends of failed interactions, helping supervisors and quality teams monitor performance and identify areas for improvement.

This lets you,

• Track the failed interactions percentages based on the selected evaluation forms, agent scorecards, date range, and language filters.

• Analyze fatal interactions data percentage in daily, weekly, or monthly formats.

• Visualize fail statistics through interactive charts for both Evaluation Forms and Agent Scorecards over the selected period, giving a comprehensive view of agent performance failure rates fluctuate day-to-day or over longer periods.

Evaluation Form

The evaluation form chart shows failure rates across the selected evaluation forms, highlighting negative scores associated with critical evaluation metrics. When you hover over the chart, it displays detailed failure rates and negatively weighted scores for each metric, helping you identify and address issues without manually reviewing every failed interaction.

To emphasize critical areas, the system assigns negative weights to certain metrics or attributes within evaluation forms and scorecards. These negative weights produce final negative scores for interactions that fail key criteria. The system presents these scores consistently across all relevant modules.

Agent Scorecard

The agent scorecard chart shows the trend of failed interactions as a percentage, based on the selected scorecard metrics. If any metric designates as fatal, the system assigns a zero score to the entire interaction or scorecard when hovered over. Fatal interactions are automatically flagged and filtered across the platform, ensuring they receive immediate attention for corrective action.

Note

This Agent Scorecard tab appears on the dashboard only when the widget option is enabled in the Quality AI General Settings.

Performance Monitor

This displays the overall performance score for the selected language, date range, and evaluation form assigned with negative weights.

Evaluation Form

Supervisors can monitor agent performance using the selected evaluation form with negative weights assigned.

• Trends: The Performance Monitor provides a Trends view (agent performance) that visualizes the average Kore Evaluation scores (both positive and negative) from agent scorecards on a daily, weekly, and monthly basis.
  

• Distribution: The Evaluation Form Distribution view groups agents across evaluation score bands in increments of 10 (for example, 0–10, 11–20, 21–30) and shows the percentage of agents in each band for the selected date range (7 days, 30 days, or 90 days). This view helps teams monitor overall evaluation performance and identify score ranges that may need attention.
  

Agent Scorecard

• Trends: The Trends view displays the performance monitor for agent scorecards. This provides a trend view of the percentage of interactions with agent scorecard failures based on the selected scorecard.
  

Note

To access this feature, enable the Agent Scorecard toggle switch displayed under the Quality AI General Settings.

• Distribution: The Agent Scorecard Distribution view groups agents across scorecard score bands in increments of 10 and shows the percentage of agents in each band for the selected date range (7 days, 30 days, or 90 days). This view helps supervisors track trends in agent performance and spot shifts in score distribution over time.
  

Agent Leaderboard

The Agent Leaderboard provides a centralized view that makes it easy to identify top and bottom performers, enabling informed decisions about recognizing high achievers and coaching those who need improvement. This widget offers a simplified snapshot of agent performance and functions independently of language selection and communication channels.

Note

To activate automated agent scoring, you must enable the Agent Scorecard toggle under Quality AI General Settings. If this setting is not enabled, the Agent Leaderboard shows blank with no interactions.

Agent Leaderboard Interface Elements

The Agent Leaderboard displays the following elements:

• Agents: Displays the agent group name and the assigned queue.

• Audit Completed: Displays the total number of manual audits completed by each agent.

• Audit Score: Displays the average score of the manual audits.

• Kore Evaluation Score: Displays the average Kore Evaluation Score for each audited interaction.

• Fail Percentage: Displays the failure percentage across all interactions.

View Leaderboard

The View Leaderboard lets supervisors, auditors, and managers to see both top and bottom-performing agents, along with their conversations. For more information, see Agent Leaderboard.

• Select the View Leaderboard to access the Agent Leaderboard.
  

View Agent Leaderboard

You can view the Agent Leaderboard or Agent-Specific Dashboard in the following ways:

• Navigate to Quality AI > Dashboard > Agent Leaderboard. Or,
  

• Navigate to Quality AI > Agent Leaderboard.
  

• Select any agent to view the individual Agent Leaderboard or Agent-Specific Dashboard.
  

Based on the selection, the Agent Leaderboard page displays all listed agents or only the dashboard for the selected agent.

Notes

• If no scorecards are assigned to an agent, the supervisor cannot view that agent's scorecard details. For more information, see Supervisor View with Agent-Specific Dashboard.

• Supervisors can also review language-specific agent interactions and evaluation details to support targeted coaching.

• Bookmarked interactions help assign relevant coaching tasks, with the most recent interactions displayed first.

For more information, see Supervisor View with Agent-Specific Dashboard and Agent Dashboard - Agent View.

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