The Auto QA Dashboard provides information about auto-reviewed conversations, manually reviewed conversations, auto-reviewed agents, and manually reviewed agents.
Auto-reviewed conversations - Number of conversations that had at least one category automatically scored, without human intervention.
Manually reviewed conversations - Number of conversations that have been manually done by human reviewers.
Efficiency gain - It displays how many times more can AutoQA cover tickets compared to manual reviewing.
Auto-reviewed per reviewee - The average number of reviews by AutoQA for each reviewee.
Manually reviewed per reviewee - The average number of reviews manually given to each reviewee.
Acceptance rate - Percentage of AutoQA scores that are accepted by users as accurate.
Modified AutoQA conversations - Number of conversations where human has changed the AutoQA score in at least one category.
Breakdown for top languages - Ratio and count of conversation languages.
Category insights - Breakdown of AutoQA scores per categories.
Category scores over time
Categories per reviewee - Information on reviewees and their automatically calculated average score of specific auto category for selected time period.
Root causes of spelling and grammar - Information about reviewees and the automatic root causes from the auto category spelling & grammar.
Time filter - Displays results based on the time frame chosen.
Workspace filter - Displays results based on workspaces selected, which have any Auto QA review results.
Reviewee filter - Displays results based on the reviewees selected.
Rating category filter - Displays results based on auto categories selected.
Language filter - Displays results based on conversation languages.
Root cause filter - Displays results based on available root causes (only grammar root causes available at the moment).
Sentiment filter - Displays results based on customer sentiment.
Ticket channel filter - Displays results based on set channels.
Outliers filter - Displays results based on Outliers.
Connections filter - Displays results based on set connections.
Why am I seeing more than one autoQA category in the filter?
Currently archived and deleted categories are also shown in the category filter.
If I manually change a rating that was auto scored as N/A does that affect the acceptance rate?
Acceptance rate takes into account any changes to given auto score when submitting, meaning N/A as well.