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Audit Allocations shows different views depending on your role and permissions.
Permission LevelTabs Available
With allocation creation permissionMy Allocations and Assigned to Me
Without allocation creation permissionAssigned 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. My Allocations

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Allocation Overview

ColumnDescription
NameAllocation identifier you created.
DescriptionDescription for the allocation.
AuditorList of auditors assigned.
Created OnDate of creation.
InteractionNumber of interactions.
StatusOverall state (Completed or In Progress).
ActionsManagement options: View Logic and Edit.

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View Logic

Reveals the complete configuration behind an allocation — helpful for understanding its composition and replicating successful audit strategies. View Logic Actions Select View Logic from the Actions menu to see:
FieldDescription
Date RangeDate range for selected interactions.
Evaluation FormForm template used for evaluating interactions.
LanguagesLanguage filters applied.
QueuesSelected queues or all queues.
Agents/Agent GroupsSpecific agents or groups included.
Allocation TypeRandom or Custom.
Channel SettingsVoice, Chat, or both.
Assignment LogicPercentage-based or fixed interaction count per agent.
Custom FiltersApplied filters for custom allocations.

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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:
    OptionDescription
    Redistribute Among Existing AuditorsAssign pending interactions to auditors already in this allocation.
    Add New AuditorsInclude 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.

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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. Assign to Me

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Interaction List

ColumnDescription
NameAllocation name.
AgentAgent who handled the interaction.
Assigned DateDate the allocation was created.
Evaluation FormForm to use for evaluation.
Kore Evaluation ScoreAuto QA score, if available.
EmotionsDetected customer emotions (for example, frustrated, satisfied, neutral).
MomentsKey moments identified (for example, escalation points, resolution moments).
Sentiment ScoreOverall sentiment analysis (positive, negative, or neutral with numerical score).

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Filter and Search

Use Filters to narrow your assigned interactions:
FilterDescription
Allocation NameFilter by specific allocation names using the search dropdown.
Date RangeFocus on interactions from specific time periods.
AgentView interactions for specific agents.
QueueFilter by queue assignments.
Evaluation FormSee interactions using specific forms.

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Evaluation Workflow

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.