Use automated quality assurance dashboard as a live agent
Summarize
Summary of Use automated quality assurance dashboard as a live agent
The automated quality assurance (QA) dashboard in the Customer Service Management (CSM) workspace offers live agents AI-generated quality insights into their individual performance. It provides a comprehensive view of average QA scores, case reviews, trends over time, and detailed breakdowns by categories and parameters. This dashboard is designed to help live agents understand their strengths and identify areas for improvement based on quality assurance reviews of cases they have closed.
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Access is controlled: live agents can only view QA data for cases they personally closed and only if their skill is enabled by an administrator and configured appropriately. They cannot access QA reviews of cases closed by other agents.
Key Features
- AI-Generated Content Indicator: The dashboard displays an alert with an AI gradient theme to highlight that the insights are generated by Now Assist AI.
- Quality Metrics Summary: Shows average QA score and total cases reviewed specific to the logged-in live agent.
- Trend Analysis: Allows viewing QA scores and case review counts across predefined or custom date ranges, with granularity options from daily to yearly, helping agents track performance changes over time.
- Breakdown Analysis: Provides detailed category-level and parameter-level performance scores, enabling agents to pinpoint specific quality assurance aspects where they excel or need improvement.
- Reviewed Cases List: Offers extensive data exploration for reviewed cases including filtering, sorting, grouping, and exporting capabilities (PDF, JPG, CSV), supporting in-depth analysis of QA outcomes.
- Filters and Controls: Agents can filter reports by dates, assignment groups, and clear filters easily for customized views.
Practical Benefits for ServiceNow Customers
ServiceNow customers using the CSM workspace can leverage this dashboard to empower live agents with actionable AI-driven quality insights directly related to their handled cases. This transparency promotes continuous improvement in service quality and agent performance. The controlled access ensures data privacy and relevance, while flexible filtering and export options support detailed analysis and reporting needs.
Overall, the dashboard enhances quality assurance processes by providing timely, personalized feedback that agents can use to improve their interactions and case resolution outcomes.
The automated quality assurance dashboard provides GenAI-generated quality insights for individual agents, including time-based filters, trend analysis, category and parameter breakdowns, with a detailed list of reviewed cases.
Overview of automated quality assurance dashboard
The automated quality assurance dashboard is accessible from the CSM workspace landing page. An alert with an AI gradient theme indicates that page content is generated by AI. The dashboard focuses on individual live agent data, summarizing average QA score and cases reviewed, exposing trends based on QA score and category, and providing breakdown views across categories and parameters.
Live agent Access
Live agents have limited access to QA reviews and cases:
- Permitted: Live agent can view QA data only if the skill is enabled by an admin, live agent role is selected in the skill configuration, and the case was closed by that live agent.
- Restricted: Live agents cannot access QA reviews for cases closed by other live agents.
Dashboard Overview
When you select the entry point, the Automated quality assurance tab opens. The dashboard presents comprehensive quality metrics and insights specific to the logged-in live agent's performance.
An agent can use the dashboard to filter reports and cases based on dates and assignment groups and select Clear all to remove all the filters that are set.
Dashboard Components
| Widget | Description |
|---|---|
| Alert Indicator | Displays an AI gradient theme to indicate AI-generated content. |
| Average QA Score | Summary metric showing the live agent's average quality assurance score. |
| Cases Reviewed | Total count of cases that have undergone quality assurance review. |
To learn more about the features and components of the dashboard, see Use automated quality assurance dashboard as a manager.
Trends Analysis
The dashboard enables viewing of Average QA score and Cases reviewed metrics across multiple time ranges. Predefined time periods include Last 7 days, Last 30 days, Last month, Last quarter, Last 6 months, Last 12 months, and Last year. Custom date ranges are also supported.
The Trends section displays QA score and category trends with drill-down granularity options available at daily, weekly, monthly, quarterly, and yearly levels.
Breakdown Analysis
The Breakdown section presents category-level and parameter-level performance data. Scores are displayed for each category and parameter, providing visibility into strengths and improvement opportunities. Categories can be expanded to reveal individual parameter scores nested within each category.
| Widget | Description |
|---|---|
| Category Breakdown | Displays quality scores organized by quality assurance category. |
| Parameter Breakdown | Shows individual parameter scores within each expanded category. |
Reviewed Cases List
The Reviewed cases list provides rich data exploration capabilities with filtering, sorting, and grouping functionality. Users can focus on specific review outcomes or time ranges. The data can be exported in PDF, JPG, or CSV formats.
| Widget | Description |
|---|---|
| Filter | Allows filtering of reviewed cases by specific criteria |
| Sort | Enables sorting of case data by various fields |
| Group By | Supports grouping of cases for organized viewing |
| Export | Provides export capabilities in PDF, JPG, and CSV formats |
| Alert with AI gradient color theme | Highlights that the pages are fully generated by Now Assist. You can dismiss the alert by selecting the X on the alert banner. |