--- 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 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 dashboard offers GenAI-generated insights tailored to individual live agents within the Customer Service Management (CSM) workspace. It provides detailed quality metrics such as average QA scores, reviewed case counts, and trend analyses over selectable time ranges. The dashboard is designed to help live agents monitor their own performance by focusing on cases they have closed, with access controlled by administrative skill settings and role configurations. Show full answer Show less ## Live Agent Access and Usage * **Access Permissions:** Live agents can view QA data only if the relevant skill is enabled by an admin, the live agent role is assigned in that skill, and the cases were closed by the logged-in agent. * **Restrictions:** Agents cannot access QA reviews for cases closed by other agents. * **Filtering and Navigation:** Agents can filter QA reports and case reviews by date ranges and assignment groups, with the option to clear all filters for broader views. ## Dashboard Components * **Alert Indicator:** An AI gradient-themed alert signals that the dashboard content is AI-generated; users can dismiss this alert. * **Average QA Score:** Displays the agent's average quality assurance score across reviewed cases. * **Cases Reviewed:** Shows the total number of cases that have undergone QA review for the agent. * **Trends Analysis:** Visualizes QA scores and case review counts over predefined or custom time periods, with drill-down options by day, week, month, quarter, or year, enabling agents to track performance trends and category-specific insights. * **Breakdown Analysis:** Provides detailed scores by quality assurance categories and individual parameters, highlighting strengths and areas for improvement. Categories can be expanded to view nested parameter scores. * **Reviewed Cases List:** Offers rich data exploration with filtering, sorting, grouping, and export capabilities (PDF, JPG, CSV), allowing agents to analyze specific review outcomes or timeframes effectively. ## Benefits for ServiceNow Customers This dashboard empowers live agents to self-monitor their quality performance with actionable, AI-enhanced insights directly within their workflow. By enabling focused access, it maintains data security while promoting transparency and continuous improvement. Agents can leverage trend and breakdown analyses to identify performance patterns and areas needing attention, thus supporting enhanced service quality and customer satisfaction. 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 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. 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 CRM 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 CRM 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.")