Overview
My Dashboard is a personal performance hub for agents. It gives you a consolidated view of your quality scores, reviewed conversations, supervisor feedback, and assigned training — all in one place. Use it to track your performance over time, identify areas for improvement, and stay on top of training assignments.
My Dashboard is available to users who have a linked agent profile and the Dashboard: View (agent) permission. It is the default landing page when an agent logs in.
Who Can Use This Feature
My Dashboard is visible in the navigation only for users whose account is linked to an agent profile and who have the Dashboard: View (agent) permission. If you do not see My Dashboard in the navigation, your account may not be linked to an agent or you may be missing the required permission — contact your administrator.
How to Find My Dashboard
Open My Dashboard from the main navigation sidebar. It appears between Dashboard and Chat in the menu.
When you log in as an agent, My Dashboard is your default landing page.
How It Works
My Dashboard is organized into three tabs: Agent dashboard, Reviewed and Commented, and Trainings. Each tab focuses on a different aspect of your performance. Opening the Trainings tab requires the Trainings: View own permission.
Agent Dashboard Tab
The Agent dashboard tab is the default view. It shows your key performance metrics and score trends.
Performance cards at the top summarize:
Total number of conversations (sessions) in the selected period
Average conversations per day
Average quality score
Each card includes a change indicator comparing the current period to the previous one, so you can see whether your performance is improving.
Below the cards, you see:
Latest scores by scorecard — A breakdown of your evaluation results for the selected period, organized by the scorecard used. Each scorecard block shows an "Overall" bar followed by one column per category. The header reads **Scoring by {scorecard} — *{month}*** so you can confirm which scorecard and period the values reflect.
Scores over time — A chart showing how your scores have changed across the selected date range.
Drilling into category points
In the Latest scores by scorecard table, click any category column header to expand the category and see how you scored on each individual point inside it. The per-point bars reflect the same period selected in the top filter — switching the month while a category is expanded refreshes the per-point scores for the new period.
Click Back to categories above the table to return to the category-level view.
Filtering
Quick filters appear in the top bar and let you narrow results immediately:
Conversation type — Select one or more types: Calls, Emails, Chats, or Web.
Direction — Filter by Inbound, Outbound, or both.
Date range — Pick a month or choose a custom date range.
Team — Select a team if you belong to multiple teams.
Click the filter icon to open Advanced filters:
Scorecards — Focus on a specific scorecard or choose "Any scorecard". Set a minimum score threshold using the "Greater than" operator.
Dispute status — Filter by dispute state (Open, Void, Approved (partial), or Approved) to review disputed evaluations. This filter appears only if your organization has disputes enabled.
Active advanced filters are summarized below the tabs. You can clear individual filters from there or use the Clear button in the advanced filters menu.
You can also click Go to calls to jump directly to the Conversations view with your agent filter pre-applied.
Automated vs. Manual Scores
Depending on your organization's settings, you may see both automated (AI-generated) and manual (human reviewer) scores, or manual scores only. If your organization has disabled automated score visibility for agents, only manual scores appear.
Reviewed and Commented Tab
This tab lists all your conversations that have been reviewed or commented on by supervisors.
For each conversation, you can see:
Conversation type — Call, chat, email, or other channel, shown with an icon.
Date and time of the interaction.
Duration of the conversation.
Number of comments left by reviewers.
Reviewer names and the dates they reviewed.
Score breakdown — A visual summary of the evaluation result.
You can toggle between two views:
Reviewed — Conversations that received a quality score.
Commented — Conversations where a supervisor left comments without necessarily scoring.
If your organization shows automated scores, a score mode toggle lets you switch between viewing manual scores, automated scores, or both.
Each row includes a download button that lets you export the score details for that conversation.
The same quick filters and advanced filters from the Agent dashboard tab are available here.
Use this tab to read feedback, understand how your conversations were evaluated, and identify patterns in reviewer comments.
Trainings Tab
The Trainings tab shows training plans assigned or recommended to you by your manager. This is a read-only view — you can see which trainings are assigned but cannot add or remove them yourself.
Use this tab to stay aware of your learning assignments and track your progress.
Feedback and Comments
When viewing a specific conversation from the Reviewed and Commented tab, you can see the feedback area on the right side of the screen. This is a two-way communication channel:
Read comments and feedback left by your supervisor.
Reply to ask questions or request clarification.
Mention colleagues using @ to bring them into the conversation.
Disputes
If you disagree with a quality review, you can submit a dispute. Disputed evaluations are tracked and visible in your Scoring tab using the Dispute status filter. You can filter by dispute status to follow up on their resolution.
Important Details
My Dashboard shows only your own data. You cannot view another agent's dashboard from this screen.
Performance change indicators compare the selected date range against the equivalent previous period. A green indicator means improvement; red means a decline.
If your organization uses multiple scorecards for different teams or products, use the scorecard filter to focus on the one relevant to you.
The data you see depends on your organization's evaluation workflow. If no conversations have been scored yet, the dashboard will appear empty until evaluations begin.