Adherence Heatmap

The Adherence Heatmap provides a visual view of adherence trends across evaluation forms, queues, agents, channels, languages, and contact direction. Supervisors use the heatmap to identify quality gaps, monitor fatal interactions, compare inbound and outbound performance, and support targeted coaching through metric-level analysis.

By default, the heatmap displays only eligible evaluated interactions. The system excludes interactions marked Below Threshold or Duration Unavailable unless a reviewer manually evaluates them. This approach ensures that adherence metrics are calculated using only valid and comparable data. The same rule applies to AI Agent (Automation AI) conversations. An AI Agent interaction becomes eligible for the heatmap only after a reviewer completes a manual audit through the Manually Evaluated Flagged Interaction path described under Handling Flagged Interactions.

The heatmap supports role-based access and shared filters. Users with Cross Queue Data Access can view data across all queues, while other users can view data only for their assigned queues. The heatmap updates all visuals dynamically based on the selected filters. Supervisors can use the Handled By filter to analyse adherence for AI Agent, Human Agent, or Both, giving them conversation-type-specific or combined quality insights.

Key Capabilities

Use Case	How It Helps
Trend Monitoring	Tracks adherence trends across time, evaluation forms, and metrics.
Compliance Analysis	Identifies recurring failed and fatal quality monitoring.
Directional Insights	Analyzes of Inbound, Outbound, or Both interactions.
Agent Coaching	Highlights low-performing agents and metrics for targeted coaching.
Queue-based Analysis	Filters adherence data by queues associated with the selected evaluation forms.
Interaction Review	Opens failed interactions directly in Conversation Mining using the Duration Status filter.
Scorecard-based Duration Rules	Applies scorecard-specific duration thresholds to determine interaction eligibility.
Manual Override	Includes flagged interactions in adherence metrics after manual evaluation, including manually audited AI Agent interactions.
Handled By Filtering	Filters by AI Agent, Human Agent, or Both to analyze adherence by conversation type and routing context.

Access Adherence Heatmap

Navigate to Quality AI > AutoQA > Adherence Heatmap.

Select one or more evaluation forms from the dropdown to view adherence metrics. The Queues filter populates dynamically based on the selected evaluation forms.

Turn on Auto QA in Settings > Quality AI General Settings to use this feature.

Adherence Analysis and Metric Behavior

Adherence Percentage Calculation

The system calculates adherence using only evaluated interactions that are eligible for aggregation, based on the selected evaluation form, agent, and date range.

Formula

$$\text{Adherence (\%)} = \frac{\text{Adhered evaluated interactions}}{\text{Applicable evaluated interactions}}$$

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Handling Flagged Interactions

By default, the system excludes interactions marked Below Threshold or Duration Unavailable from adherence metrics and dashboard aggregates unless you manually evaluate them. After manual evaluation, the system includes these interactions in heatmap calculations and treats them as standard evaluated interactions.

An interaction may fall below the threshold for one scorecard but remain eligible for another depending on scorecard-specific duration rules. Duration checks don’t block ingestion, transcript storage, or Conversation Mining access.

Flagged interactions remain available in Conversation Mining through the Duration Status filter (All, Evaluated Only, Below Threshold, and Duration Unavailable). The system also displays exclusion reasons and supports drill-through behavior in interaction details.

Interaction Eligibility Rules

Interaction Type	Included in Heatmap
Evaluated	Yes
Below Threshold	No
Duration Unavailable	No
Manually Evaluated Flagged Interaction	Yes

Metric Applicability

Metric Type	When It Applies
Static (by question)	Applies to all evaluated interactions eligible for aggregation within the selected evaluation form and queue.
Dynamic (by question)	The system applies it only when it detects the configured trigger condition.

Color Coding

Each heatmap tile is color-coded by adherence percentage. Red indicates 0% adherence, green indicates 100% adherence, and intermediate values display in 10% increments between red and green. The system displays gray when no eligible evaluated interactions match the selected filters.

Failed and Fatal Interactions

Category	Description
Failed	Interactions that don’t meet quality or compliance thresholds, such as missed greetings, incorrect information, or compliance violations.
Fatal Errors	Critical issues that override scoring logic, set the interaction score to 0%, and mark the interaction as failed with a red flag indicator.
Coaching Support	Supervisors and agents use fatal flags, adherence trends, and metric-level feedback to identify coaching opportunities and support quality improvement initiatives.

Hover Tooltip

Hover over a tile to view the adherence percentage, adhered interactions, and total applicable interactions for the selected metric and date.

The tooltip excludes Below Threshold and Duration Unavailable (flagged) interactions unless they’re manually evaluated.

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Filters

The Adherence Heatmap organizes filters into shared filters that apply to all conversations and conversation-type-specific filters for Human Agent and AI Agent conversations. Use these filters to refine adherence data by evaluation form, queue, channel, interaction direction, agent, and language.

Filter	Description
Date Range	Displays data for the last 7 days by default, using the user’s system time zone. Choose Yesterday, Last 7 Days, Last 28 Days, Last 90 Days, or a Custom Range of up to 31 days. Custom ranges display data from 12:00 AM to 11:59 PM in the user’s time zone.
Manual Evaluation Metrics Indicator	Displays manual evaluation (human-scored) metrics with a visual identifier. When manual evaluation data isn’t available, the heatmap indicates the metric has no evaluated data.
Evaluation Form	Scopes adherence metrics across the heatmap. The selected form determines the available queues, metrics, agents, and languages. You can mark a form as default, so the system applies it consistently across the Adherence Heatmap widget and QA Dashboard.
Queues	Select one or more queues linked to the selected evaluation forms. This filter depends on the Evaluation Forms selection and shows only associated queues. Select an evaluation form before selecting a queue.
Channels	Filter adherence data by the channel the interaction occurred on.
Interaction Directions	Select Inbound (customer-initiated), Outbound (agent-initiated), or All Directions (combined). By default, the system selects All Directions and aggregates totals across all eligible interactions.
Agent	Supports multi-select. Displays all agents in the selected queues by default. Users with Cross Queue Data Access can search and select agents across all queues. Search and select agents to view their adherence and unrelated tiles display disabled.
Language	Supports multi-select, scoped to the selected evaluation form’s configured languages.
AI Agent	Filters adherence data for AI Agent conversations using Automation AI Experience Flow tags (for example, Payment Status, Account Balance, Address Update), with search, multi-select, and an expandable Show all option.
Human Agent	Enables filtering by Queues and Agents, both supporting multi-select tagging, search, and Show all expansion.

Select an evaluation form before selecting a queue. The available language options depend on the selected evaluation form.

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Heatmap Interactions

Adherence Heatmap Overview

The Adherence Heatmap displays adherence for evaluation metrics across the selected date range. The heatmap updates based on the selected filters, such as Evaluation Form, Queue, Channel, Interaction Direction, Agent, and Language. Each tile represents the adherence result for a specific evaluation metric during a selected date range.

The heatmap uses color-coded tiles to represent adherence percentages for each evaluation metric and date range.

• Green indicates higher adherence.
• Yellow/Orange indicates moderate adherence.
• Red indicates lower adherence.
• Gray (N/A) indicates that no eligible interactions are available for the selected period.

Heatmap Tile Details

Hover over a heatmap tile to view the evaluation metric, date range, adherence percentage, and total number of interactions. Select a tile to open the Agent-Level Breakdown for the selected evaluation metric and date range.

Agent-Level Breakdown

The Agent-Level Breakdown displays each agent’s adherence percentage for the selected evaluation metric and date range. From this panel, you can:

• View Interactions to open Conversation Mining with filters applied for the selected agent, evaluation metric, and date range.
• Filter by Agent to display the selected agent’s adherence results in the heatmap.

View Interactions

When you select View Interactions, the system opens Conversation Mining, and the system:

• Opens the Processed interactions view.
• Applies the selected evaluation metric as an Unsaved Filter.
• Displays interactions that match the selected metric and applied filters.

The heatmap includes only interactions eligible for adherence calculations. Interactions marked Below Threshold or Duration Unavailable are excluded unless they’re manually evaluated.

Interaction Display Behavior

Agents with no applicable interactions display at the bottom of the list.

If an agent has no eligible interactions for the selected evaluation period, the system displays the adherence percentage as N/A and shows No Interactions in a gray heatmap tile.

If an agent achieves 100% adherence, the system displays No Failed Interactions in the heatmap tile and disables the View Interactions option.

Action Filters

Action	Description
Filter Heatmap by Agent	Opens the agent-specific heatmap view for the selected date range.
View Interaction in Conversation Mining	Opens Conversation Mining with failed interactions for the selected agent and metric.

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Dashboard View

The QA Dashboard displays a simplified Adherence Heatmap widget for the last 7 days using the selected evaluation form and queue filters. The widget updates dynamically based on shared dashboard filters, including Evaluation Forms, Queues, Channels, Languages, and Contact Direction.

The dashboard widget includes only evaluated interactions eligible for aggregation. Below Threshold and Duration Unavailable interactions remain excluded unless manually evaluated. These interactions remain available in Conversation Mining and Reports.

For more details about dashboard widgets and filters, see Supervisor Dashboard.

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