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All guidesMetriQABuild a QA scorecard How AI scores every conversation Review and override QA scores Sampling rules and calibration Read the quality dashboard Coach with sessions, self-reviews and goals Forecast volume and build the schedule My schedule on your phone

User Guide › MetriQA

Read the quality dashboard

Average score, coverage, auto-fails, scores by agent, AI agent, team and channel, the criteria heatmap and risky conversations.

For: Supervisors and managers

Steps

Go to MetriQA → Quality and choose the period (7, 30 or 90 days) and a channel.
The tiles show the average QA score, the share of closed conversations the AI checked, auto-fails and human reviews.
Compare scores by agent and by AI agent, then use the criteria heatmap to see which skill to coach.
Open a conversation from Risky conversations to see the escalation language, legal threat or churn signal.

Good to know

Agents see the dashboard for their own conversations only.

Related guides

Build a QA scorecardDefine what a good conversation looks like: criteria, weights, auto-fail and instructions for the AI evaluator.
How AI scores every conversationEvery closed case, email, chat, call and AI-agent conversation is scored automatically, with evidence quotes and confidence.
Review and override QA scoresCheck the AI's scores against the conversation, correct them, comment and use the review queue.
Sampling rules and calibrationRoute a share of AI-scored conversations to human review, and check that reviewers and the AI score alike.

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