Creating Audit Allocations

The Audit allocation process provides a three-step workflow to define the interaction scope, select the allocation method, and assign interactions to auditors. Each step builds on the previous one, guiding the process from setup to final assignment.

The workflow supports interactions across Inbound, Outbound, or Both contact directions based on the selected evaluation form and queue assignment.

Access Audit Allocations

Navigate to Quality AI > Analyze > My Allocations.

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Step 1: Settings

Define the evaluation scope, select the form, and filter the interactions to evaluate.

Basic Information

Field	Description
Name	Descriptive name that identifies the allocation purpose.
Description	Optional context about the allocation’s purpose, focus areas, or evaluation priorities to help team members understand the intent.
Date Range	Specify the date range for interactions to evaluate and capture the relevant conversation window.
Evaluation Form	Choose a form that guides auditors in reviewing and assessing assigned interactions. The form also determines which queues appear in subsequent filters, as each form links to specific queues in the system configuration.
Languages	Choose the languages for this allocation. Select specific languages when creating audits for auditors who evaluate only certain languages, or select all languages for comprehensive coverage. The system displays the total matching interaction count.
Queue	Queue associated with the selected evaluation form.

The selected evaluation form determines the available queues and interaction directions, including Inbound, Outbound, or Both. This supports both customer-initiated and agent-initiated interactions, such as callbacks and campaigns.

Filter by Agents or Agent Groups

Narrow your allocation scope to specific team members or groups.

Filter	How to use
Agents	Select individual agents from the dropdown. Leave empty to include all agents in the selected queues. Users with the Cross Queue Data Access permission can select agents across all queues.
Agent Groups	Select pre-configured groups for bulk selection. Useful for team-based evaluations. Combine with individual agent selection as needed.

The interaction count updates automatically as you adjust selections.

Select Next to proceed to the Allocation step.

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Step 2: Allocation Type

Choose how to select interactions from the filtered pool—Random for unbiased sampling or Custom for targeted evaluation.

Random Allocation

Uses statistical sampling to ensure impartial selection of interactions, providing representative coverage across agents with control over sample size.

1. Select the Random option.

2. Enable the Channel Type for evaluation:

   • Voice: To include phone interactions.
   • Chat: To include chat interactions.
   • Both: For comprehensive channel coverage.

3. (Optional) Enable Include interactions below duration threshold to include interactions that fall below the configured minimum duration threshold.

   • Disabled (default): Below-threshold interactions are excluded from random sampling.
   • Enabled: Below-threshold interactions are included in the allocation and display a Below Threshold indicator during evaluation.

4. Configure allocation logic separately for Voice and Chat interactions.

   Logic	Description
   Percentage Per Agent	Allocates a percentage of interactions for each agent.
   Interactions Per Agent	Allocates a fixed number of interactions for each agent.

5. Enter the required percentage or interaction count for each enabled channel.

   The system automatically displays allocation metrics such as:

   • Avg Selected Interactions for Voice allocations
   • Avg Interactions Per Agent for Chat allocations
   • Total Selected Interactions summary for Voice and Chat

6. Review the Selected interactions for audit summary, which displays:

   • Total selected interactions

   • Number of Voice interactions

   • Number of Chat interactions

     This setting is configurable independently for Voice and Chat channels, allowing flexible allocation behavior across different interaction types.
     

Custom Allocation

Applies specific filters to select interactions based on scenarios, sentiment ranges, or performance metrics. Ideal for focused evaluations or validating Auto QA accuracy.

1. Select the Custom option.

2. Choose how to define your criteria.

   • Saved Filter: Select a filter previously saved in Conversation Mining. Best for recurring audit focuses or standard evaluation scenarios.

   • Quick Filter: Configure a filter directly in the allocation workflow. Best for one-time allocations without saving filters. Perfect for one-time allocations without cluttering your saved filter library.

     

Quick Filter Creation

Select Create Filter to open the quick filter builder.

Filter Category	What you can filter
Experience	Sentiment trends, emotions, wait time, CSAT, intents, topics, churn risk.
Behavior	Evaluation metrics, empathy score, crutch word usage, playbook adherence, Kore Evaluation Score.
Keyword	Include or exclude interactions containing specific words or phrases.
Efficiency	AHT, handling time ranges, AHT deviation, number of transfers.

The interaction count updates dynamically as you adjust filters.

For more information on filter interactions, see Conversation Mining - Filter Interactions

Custom Interaction Allocation

After defining filters, configure how interactions are allocated for audit using the Interaction Allocation options:

• All Interactions: Includes all interactions returned by the applied filters.
• Custom: Enables you to apply additional sampling controls to the filtered interaction set.

When Custom is selected, choose one of the following allocation methods:

Allocation Method	Description
Percentage Per Agent	Allocates a percentage of filtered interactions for each agent.
Interactions Per Agent	Allocates a fixed number of filtered interactions for each agent.

The system automatically displays the Avg Selected Interactions value based on your configuration.

Example: Filter interactions with sentiment scores lower than 3, then allocate 5% per agent from those filtered interactions to focus on low-satisfaction conversations.

Select Next to proceed to the Assignment step.

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Step 3: Assignment

Distribute selected interactions across the auditor team, ensuring balanced workload and activating the allocation for evaluation.

1. Use the Search Auditors dropdown to select team members who evaluate interactions.

2. Choose multiple auditors to distribute the workload. Consider these factors when selecting auditors.

3. Enter the Allocation Percentage for each auditor. The system calculates the exact interaction count per auditor automatically.

4. Review the Interactions column, which automatically calculates the exact interaction count for each auditor based on your percentage input.

   Example (100 total interactions, 3 auditors):

   • Auditor A: 40% = 40 interactions
   • Auditor B: 30% = 30 interactions
   • Auditor C: 30% = 30 interactions

5. Adjust percentages until they total exactly 100%. The Save button remains disabled until the total reaches 100%.

6. Review the complete configuration:

   • Settings: Form, languages, agents, agent groups.
   • Allocation: Method (Random or Custom), filters, total interactions.
   • Assignment: Auditors and their percentages.

7. Select Save to activate the allocation.

The system immediately assigns interactions to auditors. Auditors can see their assignments in the Assigned to Me tab right away.

After Creating an Allocation

• The allocation displays in your My Allocations tab.
• Auditors see their assigned interactions in Assigned to Me.
• Track completion progress in real-time.
• Edit the allocation at any time to reassign pending interactions.

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Use Case: Managing Auditor Availability During Peak Season

Scenario: A QA Manager creates a monthly random sample allocation for 15 auditors. Three days later, two auditors report unexpected leave, leaving 40 pending interactions unassigned.

Step-by-Step Resolution

1. Identify the Issue

   • Open My Allocations tab.
   • Locate the “December 2024 Monthly Sample” allocation.
   • Confirm that two auditors (John, Doe) have 0 interactions completed and 20 pending each.

2. Access Edit Capability

   • Select Edit from the Actions menu.
   • Review: Auditor John — 20 assigned, 0 completed, 20 pending. Auditor Doe — 20 assigned, 0 completed, 20 pending.

3. Reassign Pending Work

   • Select the checkboxes for Auditor John and Auditor Doe (40 total pending interactions).
   • Select Add New Auditors and choose three auditors with lighter workloads: Auditor C, Auditor P, and Auditor R.

4. Configure New Distribution

   • C: 35% = 14 interactions
   • P: 35% = 14 interactions
   • R: 30% = 12 interactions
   • Verify the total reaches 100%.

5. Complete Reassignment

   • Select Update.
   • System redistributes the 40 pending interactions to the selected auditors.
   • Auditor C, Auditor P, and Auditor R immediately see their assignments in Assigned to Me.
   • Completed work from original auditors remains unchanged.

Outcome: The monthly audit stays on schedule. No interactions are lost or duplicated, and workload is balanced across available team members.

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