What it does

Historical analytics dashboard that shows supervisors how conversation quality is trending, using the scores the Quality Assurance Agent produces. It combines quality scores, quality dips and supervisor-notification data into KPI cards, trend charts and a per-representative breakdown.

Key facts

• Reports on the last 60 days by default, across all channels, queues and representatives; filter by Duration, Channel, Queue and Customer Service representative
• Three KPI cards: Avg. quality score (0–100), % with quality dips (conversations that dropped below the quality threshold), and Supervisor notifications sent
• Charts: Quality score by indicator, Quality score / Threshold breach rate (toggle), and Quality score over time against the threshold
• Per-representative table shows conversations evaluated, average quality score and threshold breaches
• Depends on quality and coaching being configured for supervisors and representatives, and on historical analytics being enabled for the Quality Assurance Agent
• Supports Edit dashboard, Bookmarks and Update bookmark to save custom views

When to use / skip

Turn it on wherever the Quality Assurance Agent is running and supervisors need a trend view rather than per-conversation scores. Skip if quality and coaching skills aren't configured — there's nothing to report on.

Configuration decisions

• Enable historical analytics for the Quality Assurance Agent (done under the Omnichannel historical analytics reports) before pointing supervisors at the dashboard
• Agree the quality threshold with the client, since the dip and breach metrics are all relative to it
• Decide who gets supervisor notifications, as that count is one of the headline KPIs

Gotchas

• The dashboard is only as useful as the quality threshold behind it. Set the threshold too low and the dip/breach metrics flatline; too high and everything looks like a breach. Tune it before supervisors start drawing conclusions.
• Microsoft is explicit that this isn't to be used for employment decisions (compensation, seniority, rights) and shouldn't be used to infer emotional or psychological state. Make sure supervisors understand it's a coaching aid, not a performance-management scorecard.

Consultant notes

• The enablement toggle lives under the Customer Service historical analytics reports, not on the agent itself — clients often expect a switch on the Quality Assurance Agent page and don't find one. Point them at the historical analytics admin page during setup.
• Data is historical, not real-time, so set expectations in UAT: a change to the threshold or to coaching config won't show up immediately. It's a trend tool.
• The responsible-AI wording matters in regulated or works-council environments. Raise the "not for employment decisions" and monitoring-notification points early, because they can affect whether the client is allowed to switch representative-level analytics on at all.

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Worth revisiting after the next release wave, or if the KPI set or enablement path changes