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 dashboard in the Customer Service Management (CSM) workspace provides live agents with AI-generated insights into their individual performance. It displays quality assurance (QA) metrics such as average QA scores, cases reviewed, trend analyses, and detailed breakdowns by categories and parameters. This dashboard helps live agents understand their strengths and identify areas for improvement based on reviewed case data.
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Access and Permissions for Live Agents
- Permitted Access: Live agents can view QA data only if their skill is enabled by an admin, their live agent role is selected in the skill configuration, and the case was closed by that live agent.
- Restricted Access: Live agents cannot view QA reviews for cases closed by other agents, ensuring privacy and focused insights.
Dashboard Components and Features
- AI Alert Indicator: An AI gradient-themed alert signals that the content is generated by AI. This can be dismissed by the agent.
- Average QA Score: Shows the live agent’s average quality assurance score across reviewed cases.
- Cases Reviewed: Displays the total number of cases that underwent QA review for the live agent.
- Trends Analysis: Allows agents to analyze QA scores and case review counts over multiple predefined or custom time ranges (e.g., last 7 days, last year). Trends can be explored at daily, weekly, monthly, quarterly, or yearly levels.
- Breakdown Analysis: Provides detailed views of QA performance by category and parameters, highlighting specific strengths and areas needing improvement.
- Reviewed Cases List: Enables filtering, sorting, and grouping of reviewed cases to focus on specific outcomes or time periods. The data can be exported in PDF, JPG, or CSV formats for further use or reporting.
Benefits for ServiceNow Customers
This dashboard empowers live agents by delivering transparent, actionable quality insights directly tied to their closed cases. By leveraging AI-generated data and intuitive visualizations, agents can monitor their performance trends, identify development needs, and improve service quality. The integration of export and filtering capabilities supports easy reporting and data-driven coaching within the ServiceNow platform.
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. |