View Assessment Details

Viewing assessment details allows seeing complete information about a conducted quality check, including assessments by criteria, comments, and overall result. This instruction will show how to view detailed information about a request assessment.

When It Will Be Useful

  • You need to view details of a specific quality check.
  • You want to understand by which criteria the request was assessed.
  • You need to check comments and supervisor remarks.
  • You want to analyze check results for quality improvement.

What's Important to Know

  • Assessment details — complete information about a conducted request quality check.
  • Includes assessments by all criteria, comments, overall assessment, and other details.
  • May contain information about the checklist used for the check.
  • Details are available for viewing by supervisors and administrators.

Before You Start

  • You are logged in with supervisor or analyst rights.
  • You have navigated to the Quality Assurance module through the menu Apps -> Quality Assurance.
  • There are conducted quality checks in the system for viewing.

Step-by-Step Instructions

1. Open Assessment Details

  1. In the Quality Assurance module, go to the "Assessments" (Оцінки) or "My Assessments" section.
  2. Find the needed assessment in the list (use filters or Quick Search if needed).
  3. Click on the table row or assessment ID.
  4. The "Assessment Details" (Review Assessment Details) page opens.

2. View Dialogue Transcript

  1. In the left part of the page, review the dialogue transcript.
  2. The transcript contains all client and operator messages in chronological order.
  3. If a criterion is linked to specific messages, they are highlighted when hovering over the criterion.

3. View Interactive Checklist

  1. In the right part of the page, review the interactive checklist with criteria.
  2. Each criterion shows:
    • AI Result — passed/failed, scores, AI comment (if automatic assessment was used).
    • QA Result — changed scores and QA specialist comments (if there were adjustments).
    • Criticality — whether the criterion is critical.
  3. Changed criteria are highlighted in a special color.

4. Adjust AI Assessments (for QA Specialists)

  1. If AI incorrectly assessed a criterion, click the "Cancel Score" or "Grant Score" button for the criterion.
  2. Enter a new score (if needed) and a mandatory comment explaining the change.
  3. Click "Confirm Changes".
  4. The criterion is marked as changed, and the final score is recalculated.

5. Highlight Messages by Criterion

  1. Hover the cursor over a criterion or click on it.
  2. If the criterion is linked to specific messages, they are highlighted in the transcript in a different color.
  3. This helps understand which messages relate to the selected criterion.

6. Approve Assessment (for QA Specialists)

  1. After review and adjustment (if needed), click the "Approve Assessment" button.
  2. If there were changes, the system shows a confirmation with the number of changed criteria.
  3. Confirm the approval.
  4. The assessment status changes to "approved", and the assessment becomes available to the operator in the "My Assessments" section.

7. View Dialogue Summary (if available)

  1. In the upper part of the transcript, a dialogue summary may be displayed.
  2. The summary is automatically generated by AI and provides a brief description of the dialogue content.
  3. If the summary is not ready yet, the system shows a generation indicator.

What Happens After

You see complete information about the assessment:

  • Dialogue transcript with all messages.
  • Interactive checklist with AI assessments and QA adjustments.
  • Highlighting of messages related to criteria.
  • Ability to adjust AI assessments and approve the final result.

How to Verify Everything Worked

  • Check that assessment details are displayed in the request section.
  • Verify that all criteria and comments are visible.
  • Check that information is correct and up to date.

Other Ways

  • You can export assessment details to a file for further analysis.
  • Some systems allow comparing assessments of different requests.
  • Details may be displayed in quality reports for trend analysis.