The Supervisor Dashboard (QA Dashboard) provides real-time insights into audit results, agent performance, and failure statistics across daily, weekly, and monthly timeframes. By default, it displays daily reports for all categories.
Key features:
| Feature | Description |
|---|
| Adherence Heatmap & Performance Monitor | Track evaluation scores, coaching activity, and trends. |
| Agent Leaderboard | Rank agents by performance. |
| Scorecard Trends | Display average scores at global and language-specific levels. |
| Critical Metrics | Highlight poor performance using negatively weighted scores. |
| Flagged Interactions | Surface interactions needing coaching across all tools. |
To access the Dashboard, enable Auto QA and set up an evaluation form in Settings. Only users with appropriate permissions can access QA functionality.
Dashboard Filters
Language Filter
Filter metrics by one or more languages simultaneously. Language options are based on languages configured at the evaluation metric level under Configuration > Settings > Language Settings.
To filter by language:
- Select the All Languages filter at the top of the dashboard.
- Select one or more languages from the dropdown.
- Metrics update automatically to show language-specific data.
By default, all languages are selected. Metrics appear only for languages configured at the evaluation metric level.
| Widget | Update |
|---|
| Total Audits | Shows audit count for selected languages only. |
| Avg. Audits per Agent | Shows average for selected languages. |
| Evaluation Score | Updates Manual and Auto QA scores. |
| Fail Statistics | Shows failure data for selected languages. |
| Performance Monitor | Updates performance metrics. |
Date Range Filter
Select a date range from the Calendar dropdown in the top-right corner.
- Select the Calendar dropdown.
- Select the desired date range.
- Select Apply.
Channel Filter
Filter by Voice, Chat, or All (includes both). The dashboard presents trends in daily, weekly, and monthly views, along with a distribution view.
To filter by channel:
- Select All Channels in the top-right corner.
- Choose Voice, Chat, or All.
Agent Performance Metrics
Metrics are filtered based on the selected languages and date range.
Total Audits
Number of completed manual audits.
Avg. Audits per Agent
Average number of manual audits completed by each agent in their assigned queues.
Coaching Sessions Assigned
Total coaching sessions assigned to agents by supervisors.
Agents in Coaching
Number of agents with an active coaching assignment in queues accessible to the supervisor.
Fatal Interactions
Number of interactions that failed due to critical errors. If an interaction meets any fatal criteria in the evaluation form, the entire scorecard scores zero.
Audit Progress
Tracks overall audit progress (completed and pending).
| Status | Description |
|---|
| Completed | Number of assigned interactions audited. |
| Pending | Number of assigned interactions not yet audited. |
Evaluation Score
Displays the trend of the average Kore Evaluation Score (Auto QA) and average Audit Score (manual) over the last 7 days, 7 weeks, or 7 months.
Adherence Heatmap
Shows a simplified heatmap of adherence data for the past 7 days, with a default form selection and no option for detailed drill-down.
You can filter by evaluation form and flag fatal interactions. You can also set a default evaluation form using Mark as Default to view related data on both the heatmap and QA Dashboard.
| Option | Description |
|---|
| Evaluation Form | Choose a form to set as Default; related data including fatal interactions appear on the heatmap and QA Dashboard. |
| Language Filter | Use the All Languages dropdown to filter by language; all languages selected by default. |
| Tooltip | Hover over the heatmap to see adherence percentage, interaction count, and total interactions for the selected agents and date. |
Enable Auto QA under Settings > Quality AI General Settings to configure evaluation forms and generate automated scores.
Fail Statistics
Provides detailed insights into failed interactions — helping supervisors monitor performance and identify improvement areas.
Use Fail Statistics to:
- Track failed interaction percentages by evaluation form, agent scorecard, date range, and language.
- Analyze fatal interaction percentages in daily, weekly, or monthly format.
- Visualize failure rates through interactive charts.
Evaluation Form
Shows failure rates across selected evaluation forms, highlighting negative scores for critical metrics. Hover over the chart to see detailed failure rates and negatively weighted scores per metric.
The system assigns negative weights to critical metrics within evaluation forms. These produce negative final scores for interactions that fail key criteria.
Agent Scorecard
Shows the trend of failed interactions as a percentage based on selected scorecard metrics. If any metric is fatal, the system assigns a zero score to the entire interaction or scorecard.
Performance Monitor
Displays overall performance scores for the selected language, date range, and evaluation form with negative weights.
Evaluation Form
| View | Description |
|---|
| Trends | Visualizes average Kore Evaluation scores (positive and negative) from agent scorecards on a daily, weekly, and monthly basis. |
| Distribution | Groups agents across evaluation score bands in increments of 10 (for example, 0–10, 11–20) and shows the percentage in each band for 7, 30, or 90 days. |
Agent Scorecard
| View | Description |
|---|
| Trends | Shows the percentage of interactions with agent scorecard failures based on the selected scorecard. |
| Distribution | Groups agents across scorecard score bands in increments of 10 for 7, 30, or 90 days. |
Enable the Agent Scorecard toggle in Quality AI General Settings to access this feature.
Agent Leaderboard
A centralized view for identifying top and bottom performers. This widget works independently of language selection and channel filters.
Enable the Agent Scorecard toggle under Quality AI General Settings to activate automated scoring. If disabled, the leaderboard shows no data.
Leaderboard Columns
| Column | Description |
|---|
| Agents | Agent group name and assigned queue. |
| Audit Completed | Total manual audits completed by each agent. |
| Audit Score | Average score of manual audits. |
| Kore Evaluation Score | Average Auto QA score per audited interaction. |
| Fail Percentage | Failure percentage across all interactions. |
Access Agent Leaderboard
You can access the full leaderboard from two places:
-
Navigate to Quality AI > Dashboard > Agent Leaderboard.
-
Navigate to Quality AI > Agent Leaderboard.
Select any agent to view their individual dashboard.
