Dashboards, Analytics, and Audit

The AutoQA section of Quality AI provides dashboards, analytics, and audit tools to help supervisors, QA managers, and agents monitor performance, evaluate interactions and make data-driven coaching decisions.

Use the links below to navigate directly to the respective topic.

---

Dashboards

Track agent performance, audit results, and quality trends across your contact center.

Dashboard	Description
Supervisor Dashboard	Real-time audit results, agent performance, failure statistics, and scorecard trends across daily, weekly, and monthly timeframes.
My Dashboard - Agent View	Personalized agent workspace showing supervisor-assigned scorecards, sentiment trends, and resolution effectiveness.
My Dashboard - Coaching Assignments	Manage assigned coaching sessions, review interactions, and track coaching progress, feedback, and outcomes.
Supervisor View - Agent-Specific Dashboard	Detailed per-agent performance view with sentiment and resolution insights at the L3 topic level for targeted coaching.
Agent Dashboard - Supervisor Evaluation	Language-specific evaluation data for individual agents, ordered by recency, to identify coaching opportunities.
Agent Leaderboard	Ranks agents by performance score across queues and channels, highlighting top and bottom performers.
Adherence Heatmap	Visual timeline of how consistently agents meet evaluation metrics, with drill-down into non-compliant interactions.

---

Analytics and Intelligence

Gain deeper insight into contact center performance, customer experience, and conversation trends.

Feature	Description
Customer Experience (CX) Insights	Post-interaction view of customer experience combining sentiment, resolution, churn risk, and topic-level drivers.
Performance Insights	Time-based visualization of agent communication quality, empathy, language trends, evaluation scores, and sentiment.
Topic Discovery	Interactive bubble canvas that maps conversation topics to sentiment, resolution rates, and handle times for trend analysis.

---

Conversation Mining and Auditing

Review, filter, and manually evaluate interactions to ensure quality coverage and compliance.

Feature	Description
Conversation Mining - Interactions	Review and filter scored interactions by queue, keyword, topic, intent, and resolution to surface conversations needing attention.
AI-Assisted Manual Audit	Evaluate voice and chat interactions using AI-generated insights alongside manual review for compliance and coaching.
Audit Allocations	Assign interactions to auditors for structured manual QA with real-time tracking of assignment and completion progress.
Creating Audit Allocations	Step-by-step guide to setting up allocations — defining scope, allocation type, and auditor assignments.
Understanding Views and Permissions	Role-based guide to the My Allocations and Assigned to Me tabs, and what each permission level can access.