--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Use automated quality assurance dashboard as a live agent # Use automated quality assurance dashboard as a live agent {#ariaid-title1} * Release version: Australia * * Updated February 4, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read 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 {#use-quality-assurance-dashboard-as-an-agent__overview} 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. It exposes trends based on QA score and category, and provides breakdown views across categories and parameters. ## Live agent Access {#use-quality-assurance-dashboard-as-an-agent__agent-access} Live agents have limited access to QA reviews and cases: * **Permitted:** Live agents can view QA data if they closed the case themselves. The skill must be enabled by an admin and the live agent role must be selected in the skill configuration. * **Restricted:** Live agents can't access QA reviews for cases closed by other live agents. {#use-quality-assurance-dashboard-as-an-agent__ul_cnp_nlr_23c} ## Dashboard Overview {#use-quality-assurance-dashboard-as-an-agent__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 {#use-quality-assurance-dashboard-as-an-agent__dashboard-components} {#use-quality-assurance-dashboard-as-an-agent__table_hhh_plr_23c__entry__2} | 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. | [ ] {#use-quality-assurance-dashboard-as-an-agent__table_hhh_plr_23c} To learn more about the features and components of the dashboard, see [Use automated quality assurance dashboard as a manager](https://www.servicenow.com/docs/WdZ6xGMXzl~34ZDyrk6yWg "Access the automated quality assurance dashboard from the CSM Configurable Workspace to view detailed agent performance metrics and quality assurance scoring data."). ## Trends Analysis {#use-quality-assurance-dashboard-as-an-agent__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 {#use-quality-assurance-dashboard-as-an-agent__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. {#use-quality-assurance-dashboard-as-an-agent__table_ihh_plr_23c__entry__2} | Widget | Description | |-|-| | Category Breakdown | Displays quality scores organized by quality assurance category. | | Parameter Breakdown | Shows individual parameter scores within each expanded category. | [ ] {#use-quality-assurance-dashboard-as-an-agent__table_ihh_plr_23c} ## Reviewed Cases List {#use-quality-assurance-dashboard-as-an-agent__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. {#use-quality-assurance-dashboard-as-an-agent__table_jhh_plr_23c__entry__2} | 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 AI. You can dismiss the alert by selecting the X on the alert banner. | [ ] {#use-quality-assurance-dashboard-as-an-agent__table_jhh_plr_23c} **Related tasks** * [Use automated quality assurance dashboard as a manager](https://www.servicenow.com/docs/WdZ6xGMXzl~34ZDyrk6yWg "Access the automated quality assurance dashboard from the CSM Configurable Workspace to view detailed agent performance metrics and quality assurance scoring data.") * [Automated quality assurance](https://www.servicenow.com/docs/zhWn7v3mAVue9qO7QsFBRA "Configure the Automated quality assurance skill to generate quality assurance scores and feedback for closed cases through automatic review based on defined scoring criteria.")