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The Evaluation tab in the Agent Dashboard lets supervisors review language-specific evaluation data for individual agents. It displays interactions from the selected date range, ordered with the most recent first. Supervisors can use this view to identify coaching opportunities and assign targeted coaching assignments. Navigate to Quality AI > ANALYZE > Dashboard > Evaluation. Agent Dashboard - Supervisor Evaluation View

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Filters

Use the language and date range filters to refine the data displayed. The dashboard shows only evaluations performed in the selected languages.

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Evaluation Details

The Evaluation tab includes the following columns:
ColumnDescription
DateDate and time when the interaction started.
Actions (Bookmark)Bookmarks assigned to the interaction, which you can filter and use for coaching.
QueuesThe queue where the interaction was completed and its origin.
Kore Evaluation ScoreAuto QA score for the interaction based on the evaluation form.
Supervisor Audit ScoreScore assigned when a supervisor manually audits the interaction.
Sentiment ScoreSystem-generated sentiment score based on the customer’s statements.
Date Range SelectionLets you select a date range; defaults to the last 7 days.
BookmarksFilters to show only the agent’s interactions that a supervisor has bookmarked for coaching.
FiltersFilters audited interactions by agent for the selected date range.
Available filter categories:
FilterDescription
QueuesFilters interactions by queue.
Audit StatusFilters audited and unaudited interactions individually.
Filter InteractionsDisplays the total number of filtered interactions.
Agent Dashboard - Supervisor Filter View

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Create a Coaching Assignment

Supervisors can select one or more interactions where an agent’s performance needs improvement and create a targeted coaching session. Selecting multiple interactions helps address recurring issues or patterns.

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Steps

  1. Select one or more interactions. The Add Coaching Assignments screen appears. Add Coaching Assignments Selection
  2. Select Add Coaching Assignment. Add Coaching Assignments
  3. Enter a Name for the coaching assignment. Coaching Assignment Name
  4. In Coaching Area, select the required areas for improvement, then select Add. Coaching Area
  5. The Interactions Marked for Coaching section auto-populates with the interactions you selected from the Evaluation tab. Interactions Marked for Coaching
  6. Under Best Responses (optional), add reference interactions from other agents using saved bookmarks. Best Responses
    You can select more than one bookmark based on the evaluation criteria. For example, one set for the support queue and another for best responses.
    Selected Interactions
  7. Select View Interactions to review an interaction in the AI-Audit screen before adding it. View Interactions - Audit
  8. Select Add Interactions to choose best-response examples from other agents using saved bookmarks. Add Interactions
  9. Select the required interactions, then select Add Interaction to move them to the Selected Interactions box. Moving Interactions
  10. In Feedback, enter your assessment — strengths and areas for improvement. Feedback
  11. Enter the Action Plan — concrete steps for the agent to improve. Action Plan
  12. Set the Follow-up Date for the coaching review. Follow-up Date
  13. Select Create. The assignment appears in the agent’s dashboard.