CSM - automated quality assurance dashboard

[Nenad Berbatovi]

Hello,

Where and how I can access to this dashboard? It's not very clear in SN docs. I activated and configured this Now Assist skill, but I don't know how to access it.

Best regards,

Nenad

[Dr Atul G- LNG]

Hi @Nenad Berbatovi 

https://www.servicenow.com/docs/r/customer-service-management/now-assist-for-csm/use-quality-assuran...

Access the automated quality assurance dashboard from the CSM Configurable Workspace to view detailed agent performance metrics and quality assurance scoring data.

Before you begin

Role required: Manager

Before you begin, confirm you have:

• Manager role permissions in CSM
• Access to the CSM Configurable Workspace

[Nenad Berbatovi]

Thank you, I already saw this doc. My problem is that I have no QA widget in CSM Workspace landing page.

Regards,

Nenad

[Dr Atul G- LNG]

please share some screenshot.

[Tanushree Maiti]

Hi @Nenad Berbatovi 

refer:

Servicenow Documentation:

                             Use automated quality assurance dashboard as a manager 

                            Use automated quality assurance dashboard as a live agent 

                            Automated quality assurance 

Now Assist for CSM - Manager insights and visibility

https://www.youtube.com/watch?v=vLZY-VNrBso