View Quality Assessment in Chat

A quality assessment is the result of a review of your service against checklist criteria. After a supervisor or QA specialist evaluates a dialog, you can view the score, comments, and feedback directly in the Operator Panel — without switching to another module.

When Needed

  • You need to view the result of a quality review of your dialog.
  • A supervisor has approved an assessment and you want to see the feedback.
  • You need to understand which criteria were evaluated and what the overall score is.

What's Important to Know

  • Quality assessment — result of a dialog review against checklist criteria (greeting, issue resolution, procedure compliance, etc.).
  • Score — overall rating from 0 to 100; the higher, the better the service quality.
  • QA Assessments section — tab in the request details panel that shows assessments for the current dialog.
  • Assessments appear after a QA specialist approves the review.

Prerequisites

  • You are logged in with operator rights.
  • You have navigated to the Operator Panel via Menu -> Operator Panel.
  • You have access to view quality assessments (configured by administrator).
  • An assessment has been conducted and approved for the dialog.

Step-by-Step Instructions

  1. In the Operator Panel, open the needed request — click on it in the chat list.
  2. On the right side of the screen, the details panel opens with several tabs (Client info, Request info, Dialog history, etc.).
  3. Find the QA Assessments tab in the details panel.
  4. Click the tab — the list of assessments for this dialog opens.
  5. In each assessment card you will see:
    • Checklist name — criteria used for evaluation.
    • Score — overall rating (e.g., 85/100).
    • Status — approved or under review.
    • Assessment date.
  6. To view details (criteria, QA comments, AI comments), click the Details button or the open icon — the full assessment page opens in a new tab.

What Happens After

You see quality assessments for the current dialog. If there are no assessments yet — the tab shows a message about no assessments. After a QA specialist approves a new assessment, it will appear in the list.

How to Verify It Worked

  • Check that the QA Assessments tab is displayed in the details panel (if you have access).
  • Make sure that for a dialog with an assessment you see cards with score and status.
  • Open assessment details and verify that comments and criteria are displayed correctly.

Other Ways

  • Quality Assurance module — you can go to Menu -> Quality Assurance and open the My Assessments section to see all your assessments across all dialogs in one place.
  • Export — in the "My Assessments" section you can export assessments to CSV for personal analysis.