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Audit Allocations lets QA managers and supervisors assign interactions to auditors for manual evaluation. It provides structure to the manual QA workflow and ensures consistent quality coverage across all customer interactions. The interface adapts based on your permissions — showing either management or auditor views depending on your role. Navigate to Quality AI > ANALYZE > Allocations. Audit Allocations

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Why Use Audit Allocations?

Even with automated QA, contact centers rely on manual evaluations to validate accuracy and deliver meaningful agent coaching. Traditional methods create operational challenges that Audit Allocations addresses directly:
ChallengeHow Audit Allocations Helps
Allocation visibility gapsReal-time tracking of what’s assigned and the completion progress for each auditor.
Inflexible assignment managementReassign pending interactions when auditors are unavailable due to leave or workload changes.
Manual workflow inefficienciesCreate custom allocations with quick filters directly in the workflow — no pre-saved filters needed.
Limited distribution controlSpecify exact interaction counts or percentages per agent for precise workload management.
Organizational confusionDedicated workspace separate from Conversation Mining analysis.

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Key Capabilities

  • Comprehensive Tracking: Monitor all allocations with real-time completion rates per auditor.
  • Flexible Reassignment: Redistribute pending interactions from unavailable auditors without disrupting completed work.
  • Streamlined Creation: Build allocations with quick filters in the assignment workflow.
  • Controlled Distribution: Set exact interaction counts or percentages per agent.
  • Dual Assignment Methods: Choose Random for unbiased sampling or Custom for targeted evaluations.
For steps to create an allocation, see Creating Audit Allocations. For information on managing allocations and auditor views, see Understanding Views and Permissions.