--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Use automated quality assurance dashboard as a live agent The automated quality assurance (QA) dashboard offers GenAI-generated insights into individual live agent performance within the Customer Service Management (CSM) workspace. It provides time-based filters, trend analysis, and detailed breakdowns by quality categories and parameters. Live agents can access QA data only for cases they have closed and when enabled by an administrator. Show full answer Show less ## Access and Permissions for Live Agents * **Permitted Access:** Live agents can view QA reviews if their skill is enabled by an admin, their role is included in the skill configuration, and the case was closed by them. * **Restricted Access:** Live agents cannot view QA reviews for cases closed by other agents. ## Dashboard Components and Functionality * **Alert Indicator:** An AI gradient-themed alert signals that the dashboard content is AI-generated and can be dismissed. * **Average QA Score:** Displays the live agent's average quality assurance score summarizing overall performance. * **Cases Reviewed:** Shows the total number of cases reviewed for quality assurance. * **Trends Analysis:** Allows viewing of QA scores and case counts over predefined or custom time ranges (e.g., last 7 days to last year) with drill-down options by day, week, month, quarter, or year. * **Breakdown Analysis:** Provides detailed scores by quality assurance categories and individual parameters within those categories to identify strengths and improvement areas. * **Reviewed Cases List:** Enables rich data exploration with filtering, sorting, grouping, and export options (PDF, JPG, CSV) to analyze specific review outcomes or time periods. ## Practical Benefits for ServiceNow Customers This dashboard empowers live agents and their managers to monitor detailed QA performance metrics efficiently. By focusing on individual agent data with AI-generated insights, agents can identify specific areas for improvement and track progress over time. The ability to filter, sort, and export reviewed case data supports transparent performance evaluations and quality management aligned with customer service goals. 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, exposing trends based on QA score and category, and providing 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: * **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. {#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. ## 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} ## 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}