Use automated quality assurance dashboard as a live agent

  • Release version: Australia
  • Updated February 4, 2026
  • 2 minutes to read
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    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 in the Customer Service Management (CSM) workspace provides GenAI-generated quality insights specifically for individual live agents. It offers detailed analytics including average QA scores, case review counts, trend analysis over customizable time periods, and breakdowns by quality categories and parameters. This helps live agents monitor and improve their performance based on AI-driven evaluations.

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    Access to the dashboard is limited to live agents for cases they personally closed, provided the appropriate skill and role configurations are enabled by an admin. Agents cannot view QA reviews for cases closed by others.

    Dashboard Features

    • AI Alert Indicator: An AI gradient-themed alert signals that the content is generated by AI, emphasizing transparency.
    • Average QA Score: Displays the live agent’s average quality assurance score summarizing their performance.
    • Cases Reviewed: Shows the total number of cases reviewed for quality assurance.
    • Trends Analysis: Enables viewing QA scores and case counts across predefined or custom date ranges with drill-down options by day, week, month, quarter, or year.
    • Breakdown Analysis: Provides detailed scores by QA categories and individual parameters, helping agents identify strengths and improvement areas.
    • Reviewed Cases List: Allows filtering, sorting, and grouping of reviewed cases for focused analysis and supports exporting data in PDF, JPG, or CSV formats for reporting or offline review.

    Practical Benefits for ServiceNow Customers

    By using this dashboard, live agents gain direct, AI-powered insights into their case handling quality, enabling data-driven improvements. The granularity of the data, combined with flexible time-based trend analyses, empowers agents to track their progress and address specific quality parameters effectively. Admin-controlled access ensures security and relevance of data.

    This tool supports continuous performance enhancement in customer service operations and facilitates transparent, actionable quality assurance at the individual agent level.

    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:

    • 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.

    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.

    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.