The Agent Leaderboard helps supervisors and auditors track agent performance across queues and channels. It highlights top and bottom performers, supports targeted coaching, and provides a balanced view by including both positive and negative scores.
Navigate to Quality AI > ANALYZE > Agent Leaderboard.
- Enable the Agent Scorecard toggle under Quality AI General Settings to activate automated scoring. If disabled, the leaderboard shows no data.
- By default, all scorecards are selected. You can filter by one or more scorecards; agent scores update accordingly.
- Metrics are based on the selected date range, which defaults to the last 7 days.
Automated Scoring
- Enable the Agent Scorecard toggle to view automated scoring and leaderboard metrics.
- If a default scorecard is set, scores are based on that scorecard. Otherwise, the system shows the average across all applicable scorecards.
Leaderboard Columns
| Column | Description |
|---|
| Agents | Agent name and the queue they belong to. |
| Agent Score Card | Number of scorecards assigned and the agent’s overall score. |
| Total Interactions | Total interactions terminated by the agent in the selected period. |
| Kore Evaluation Score | Average Auto QA score for each audited interaction. |
| Supervisor Audit Score | Average manual audit score for audited interactions in the selected period. |
| Coaching Assignments | Number of coaching sessions assigned to the agent. |
| Fail Percentage | Failure percentage across all interactions. |
| Fatal Interactions | Count of fatal interactions flagged for critical performance issues. |
Filters and Sorting
| Option | Description |
|---|
| Sort | Sort agents by Agent Scorecard, Total Interactions, Kore Evaluation Score, Supervisor Audit Score, Coaching Assignments, or Fail Percentage. |
| Date and Time Range | Defaults to the last 7 days. |
| Agent Search | Search for agents in the same queues you have access to. |
| Filter | Filter by one or more scorecards based on language. |
Apply a Language Filter
-
Select the Filter icon.
-
Select the Language to load associated agent scorecards.
-
Select the required Agent Scorecard.
-
Select Apply.
Only scorecards configured for the selected languages appear in the list.
Agent-Specific Dashboard
Select an agent’s name to open their Agent Dashboard - Supervisor Overview, which shows detailed performance metrics and coaching options.
For more information, see Supervisor View with Agent-Specific Dashboard and My Dashboard - Agent View.
