Understanding Views and Permissions

Audit Allocations shows different views depending on your role and permissions.

Permission Level	Tabs Available
With allocation creation permission	My Allocations and Assigned to Me
Without allocation creation permission	Assigned to Me only

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My Allocations

The My Allocations tab is the central dashboard for managing all audit assignments you’ve created. It provides complete visibility into allocation status, completion progress, and auditor assignments.

Navigate to Quality AI > ANALYZE > Allocations > My Allocations.

Allocation Overview

Column	Description
Name	Allocation identifier you created.
Description	Description for the allocation.
Auditor	List of auditors assigned.
Created On	Date of creation.
Interaction	Number of interactions.
Status	Overall state (Completed or In Progress).
Actions	Management options: View Logic and Edit.

View Logic

Reveals the complete configuration behind an allocation — helpful for understanding its composition and replicating successful audit strategies.

Select View Logic from the Actions menu to see:

Field	Description
Date Range	Date range for selected interactions.
Evaluation Form	Form template used for evaluating interactions.
Languages	Language filters applied.
Queues	Selected queues or all queues.
Agents/Agent Groups	Specific agents or groups included.
Allocation Type	Random or Custom.
Channel Settings	Voice, Chat, or both.
Assignment Logic	Percentage-based or fixed interaction count per agent.
Custom Filters	Applied filters for custom allocations.

Edit Allocation

Use Edit to redistribute pending interactions without disrupting completed work — especially when auditor availability changes.

When to use Edit:

• Reassign interactions from auditors on leave or unavailable.
• Balance workload when some auditors finish faster than others.
• Add new auditors to help complete an allocation.
• Update the allocation name or description.

Edit process:

1. Select Edit from the Actions menu.

2. Update Name or Description if needed.

3. Review current auditor assignments, which show:

   • Auditor name
   • Total interactions assigned
   • Completed count
   • Pending count

4. Select the auditors to reassign interactions from (only pending interactions can be reassigned).

5. Choose a reassignment option:

   Option	Description
   Redistribute Among Existing Auditors	Assign pending interactions to auditors already in this allocation.
   Add New Auditors	Include additional team members to help complete the allocation.

6. Enter the allocation percentage for each auditor receiving redistributed interactions. The system calculates interaction counts automatically.

7. Select Update to apply changes.

Create New Allocation

Select New Audit Allocation to start the three-step creation process: Settings, Allocation, and Assignment. For details, see Creating Audit Allocations.

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Assigned to Me

The Assigned to Me tab shows all interactions that managers or supervisors have assigned to you for manual evaluation.

Interaction List

Column	Description
Name	Allocation name.
Agent	Agent who handled the interaction.
Assigned Date	Date the allocation was created.
Evaluation Form	Form to use for evaluation.
Kore Evaluation Score	Auto QA score, if available.
Emotions	Detected customer emotions (for example, frustrated, satisfied, neutral).
Moments	Key moments identified (for example, escalation points, resolution moments).
Sentiment Score	Overall sentiment analysis (positive, negative, or neutral with numerical score).

Filter and Search

Use Filters to narrow your assigned interactions:

Filter	Description
Allocation Name	Filter by specific allocation names using the search dropdown.
Date Range	Focus on interactions from specific time periods.
Agent	View interactions for specific agents.
Queue	Filter by queue assignments.
Evaluation Form	See interactions using specific forms.

Evaluation Workflow

1. Select Evaluate for an interaction to open the full conversation view.
2. Review the complete interaction with all available context:
   • Customer-agent conversation flow
   • Interaction metadata (duration, channel, queue)
   • Auto QA scores and insights
   • Topic identification and sentiment analysis
3. Use the assigned Evaluation Form to score each criterion.
4. Save your evaluation when complete.
5. The interaction is automatically removed from your Assigned to Me list after submission.

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