> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-ai-for-process-dev.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# My Dashboard - Agent View

My Dashboard is a personalized workspace where agents view their own performance. It shows supervisor-assigned scorecards and key insights — such as sentiment trends and resolution effectiveness — based on their conversations.

Agents can monitor performance trends, identify coaching opportunities, and track improvement areas using Calendar and Channel filters.

A supervisor or administrator must enable the following settings before the dashboard loads personalized data:

* **Auto QA**
* **Agent Score Card**
* **Agent Access to Scored Interactions**

Find these under **Configure** > **Settings** > **Quality AI General Settings**.

Navigate to **Quality AI** > **ANALYZE** > **My Dashboard**.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/wPZwSJDJIqX5ytq2/ai-for-service/quality-ai/analyze/agent-dashboard/images/my-dashboard-view.png?fit=max&auto=format&n=wPZwSJDJIqX5ytq2&q=85&s=9a78dc891891a4e9a949d9f2c9fa3147" alt="My Dashboard - Agent View" width="1355" height="631" data-path="ai-for-service/quality-ai/analyze/agent-dashboard/images/my-dashboard-view.png" />

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## Filters

### Language Filter

Filter metrics by one or more languages. Metrics adjust to show only data for the selected language.

Language options are based on the evaluation metric level configuration under **Configure** > **Settings** > **Language Settings**.

1. Select the **All Languages** filter.
2. Select one or more languages from the dropdown.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/KwU-qu6itdiYOFUf/ai-for-service/quality-ai/analyze/agent-dashboard/images/all-langs.png?fit=max&auto=format&n=KwU-qu6itdiYOFUf&q=85&s=90dc9fd0adb11e376459515116204920" alt="All Languages" width="153" height="303" data-path="ai-for-service/quality-ai/analyze/agent-dashboard/images/all-langs.png" />

<Note>By default, all languages are selected. Metrics appear only for languages configured at the evaluation metric level.</Note>

When a language filter is applied, the following widgets update:

| 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 time period using the calendar to analyze and compare performance data.

### Channel Filter

Filter by Voice, Chat, or both. Metrics update based on the selected channel and language.

1. Select **All Channels**.
2. Choose **Voice**, **Chat**, or both.

***

## Agent Performance Metrics

Key indicators of performance and coaching progress, filtered by language and date range.

| Metric                         | Description                                                       |
| ------------------------------ | ----------------------------------------------------------------- |
| **Total Interactions**         | Total interactions during the selected period.                    |
| **Kore Evaluation Score**      | Average automated evaluation score for completed calls.           |
| **No. of Supervisor Audits**   | Total manually audited interactions completed by supervisors.     |
| **Supervisor Audit Score**     | Average score from manual supervisor audits.                      |
| **Total Coaching Assignments** | Number of coaching sessions assigned during the selected period.  |
| **No. of Fails**               | Total number of failed scorecards during the selected period.     |
| **Fatal Interactions**         | Interactions that failed critical compliance or quality criteria. |

***

## Coaching Insights

Highlights strengths and areas for improvement based on selected scorecards.

### Scorecard Selection

1. Open the **Select Scorecard** dropdown.
2. Choose one or more scorecards.
3. Insights update automatically.

| Display                  | Description                                                                                                         |
| ------------------------ | ------------------------------------------------------------------------------------------------------------------- |
| **Strongest Attributes** | Top 5 attributes scoring 80 or higher, ordered by performance. Use to identify and leverage peak performance areas. |
| **Opportunity Areas**    | Bottom 5 attributes scoring below 80, prioritized by lowest scores. Use to focus coaching and training efforts.     |

Both lists update in real-time when scorecards change. A scroll option appears when more than 5 attributes exist.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/wPZwSJDJIqX5ytq2/ai-for-service/quality-ai/analyze/agent-dashboard/images/scorecard-selection-for-coaching-insights.png?fit=max&auto=format&n=wPZwSJDJIqX5ytq2&q=85&s=5a71560a459d2f3105ef673afdd96828" alt="Coaching Insights - Scorecard Selection" width="1110" height="304" data-path="ai-for-service/quality-ai/analyze/agent-dashboard/images/scorecard-selection-for-coaching-insights.png" />

***

## Sentiment Insights

Shows customer sentiment across the agent's own conversations. Helps agents recognize strengths and identify recurring issues.

| View                                  | Description                                                                              |
| ------------------------------------- | ---------------------------------------------------------------------------------------- |
| **Average Sentiment Score**           | Average sentiment across all topics, with positive/negative counts and trend indicators. |
| **Top 5 Highest Sentiment L3 Topics** | Five L3 topics with the highest sentiment scores, in descending order.                   |
| **Top 5 Lowest Sentiment L3 Topics**  | Five L3 topics with the lowest sentiment scores, in ascending order.                     |

**Visual indicators:**

* Green = Positive sentiment
* Red = Negative sentiment

**Drill-down options:**

* **View All Topics**: Opens Topic Discovery filtered to the agent's conversations.
* **View Conversations**: Opens Conversation Mining filtered to the selected topic.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/wPZwSJDJIqX5ytq2/ai-for-service/quality-ai/analyze/agent-dashboard/images/sentiment-insights.png?fit=max&auto=format&n=wPZwSJDJIqX5ytq2&q=85&s=d76b312381033fb11f23f553aa62cde5" alt="Sentiment Insights" width="1664" height="366" data-path="ai-for-service/quality-ai/analyze/agent-dashboard/images/sentiment-insights.png" />

***

## Resolution Insights

Shows how effectively the agent resolves customer issues.

| View                                   | Description                                                                |
| -------------------------------------- | -------------------------------------------------------------------------- |
| **Average Resolution Rate**            | Agent's overall resolution rate across all conversations.                  |
| **Top 5 Highest Resolution L3 Topics** | Five L3 topics with the highest resolution rates, in descending order.     |
| **Top 5 Lowest Resolution L3 Topics**  | Five L3 topics with the lowest resolution rates, in ascending order.       |
| **Resolved/Unresolved Breakdown**      | Counts and percentages of resolved and unresolved conversations per topic. |

**Drill-down options:**

* **View All Topics**: Opens Topic Discovery filtered to the agent's conversations.
* **View Conversations**: Opens Conversation Mining filtered to the selected L3 topic.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/wPZwSJDJIqX5ytq2/ai-for-service/quality-ai/analyze/agent-dashboard/images/resolution-insights.png?fit=max&auto=format&n=wPZwSJDJIqX5ytq2&q=85&s=9986ddd73584a996468b3e4fba0fa763" alt="Resolution Insights" width="1691" height="388" data-path="ai-for-service/quality-ai/analyze/agent-dashboard/images/resolution-insights.png" />

***

## Scorecard Trend

Tracks performance over time based on selected scorecards and language preferences.

### Default Settings

| Setting                     | Behavior                                                 |
| --------------------------- | -------------------------------------------------------- |
| **Default Selection**       | The oldest assigned scorecard is selected automatically. |
| **Manual Override**         | Change the scorecard using the dropdown.                 |
| **Multi-Scorecard Support** | Compare performance across multiple scorecards.          |

### Language Settings

Each scorecard supports its own language settings. The language filter within a scorecard shows only its configured languages. When a scorecard is selected, all its associated languages are auto-selected.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/wPZwSJDJIqX5ytq2/ai-for-service/quality-ai/analyze/agent-dashboard/images/my-dashboard-scorecard-trend.png?fit=max&auto=format&n=wPZwSJDJIqX5ytq2&q=85&s=dd0bf119b83629f4ea18156f9141317c" alt="Scorecard Trend" width="1116" height="221" data-path="ai-for-service/quality-ai/analyze/agent-dashboard/images/my-dashboard-scorecard-trend.png" />

### Time Ranges

| Range       | Period                                |
| ----------- | ------------------------------------- |
| **Daily**   | Last 7 days from the current date.    |
| **Weekly**  | Last 7 weeks from the current week.   |
| **Monthly** | Last 7 months from the current month. |

### Avg. Scorecard Score

Displays the average score for the selected scorecard within the chosen date range. If no interactions are scored, the widget shows a blank screen.

### Attributes

Shows all attributes in the selected scorecard and the average score for each within the selected date range. If no interactions are scored, the widget shows a blank screen.

***

## Evaluation Tab

The **Evaluation** tab appears when **Agent Access to Scored Interactions** is enabled in **Quality AI** > **Configure** > **Settings**. If disabled, agents can only view the Overview tab without interaction scores.

Navigate to **Quality AI** > **ANALYZE** > **My Dashboard** > **Evaluation**.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/KwU-qu6itdiYOFUf/ai-for-service/quality-ai/analyze/agent-dashboard/images/my-dashboard-evaluation.png?fit=max&auto=format&n=KwU-qu6itdiYOFUf&q=85&s=d60ea5b237bc26c017d077d2c3bb99c8" alt="Evaluation Tab" width="1362" height="594" data-path="ai-for-service/quality-ai/analyze/agent-dashboard/images/my-dashboard-evaluation.png" />

<Note>The Evaluation tab displays automated interaction scores only when the following are enabled in **Quality AI** > **General Settings**: **Auto QA**, **Agent Score Card**, and **Agent Access to Scored Interactions**.</Note>

### Available Interaction Views

The interactions displayed depend on the **Agent Access to Scored Interactions** configuration:

| Access Type                            | Columns Shown                                                                      |
| -------------------------------------- | ---------------------------------------------------------------------------------- |
| **Only Manually Audited Interactions** | Date & Time, Queue, Supervisor Audit Score.                                        |
| **Manually Audited + Auto QA Scored**  | Date & Time, Queue, Auto QA Score (Kore Evaluation Score), Supervisor Audit Score. |

### Filtering Options

| Access Type                    | Available Filters                                                                           |
| ------------------------------ | ------------------------------------------------------------------------------------------- |
| **Only Manually Audited**      | Queues (limited to queues the agent belongs to).                                            |
| **Manually Audited + Auto QA** | Queues and Audit Status (Audit Status visible only when Auto QA interactions are included). |

### Comments and Transcripts

* Agents can view transcripts and comments only for interactions assigned to them.
* Comments appear within the **Transcript** section of the **Audit** tab.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/KwU-qu6itdiYOFUf/ai-for-service/quality-ai/analyze/agent-dashboard/images/comments-update-for-agents.png?fit=max&auto=format&n=KwU-qu6itdiYOFUf&q=85&s=293e23cf634a4287e11c8736c8e3e6fb" alt="Comments for Agents" width="1364" height="615" data-path="ai-for-service/quality-ai/analyze/agent-dashboard/images/comments-update-for-agents.png" />

### Language Settings

The **Language Settings** section is view-only for agents.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/KwU-qu6itdiYOFUf/ai-for-service/quality-ai/analyze/agent-dashboard/images/language-settings.png?fit=max&auto=format&n=KwU-qu6itdiYOFUf&q=85&s=3bde9bf3b70424175eb6d787f2476e29" alt="Language Settings" width="1350" height="589" data-path="ai-for-service/quality-ai/analyze/agent-dashboard/images/language-settings.png" />

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