The Quality board is a system-managed Read-Only board that consolidates scorecard results for the organization. It appears in the C-Level Boards sidebar only when scored scorecard data is available.
What the Quality Board Contains
Scorecards by Team — one row per team with conversations matching the current filters and one column per visible scorecard.
Scorecards by Agent — one row per agent with conversations matching the current filters and one column per visible scorecard.
Teams or agents without matching accessible conversations are not shown. Each cell displays the average percentage score for that scorecard as a horizontal score bar. If no qualifying score exists, the cell shows N/A.
How Scorecard Columns Are Selected
A scorecard column appears when at least one of these conditions is met for any included team or agent:
The scorecard is assigned to a team represented in the table.
At least one conversation for the team or agent was scored against the scorecard within the active filters.
For Scorecards by Agent, team association follows the agent’s matching conversations in the selected period, not necessarily the agent’s current team. A column can therefore show N/A for rows without an assignment or qualifying score.
How Scores Are Calculated
Each qualifying completed review contributes score divided by maximum score. Ender Turing averages those percentages. If one conversation has multiple completed reviews for the same scorecard, each review contributes separately.
Manual, Automated, and All Scores
Manual — includes only scores entered by a human reviewer.
Automated — includes only scores generated by AutoQA.
All — includes both manual and automated scores.
The score mode is shared by the two Quality tables. Changing it in one table updates the other.
Set Score Thresholds
The threshold slider controls the colors used for score bars. It changes the display only and does not remove data.
1 threshold — scores at or below the threshold are red; scores above it are green.
2 thresholds — scores below the lower threshold are red, scores between the thresholds are orange, and scores at or above the upper threshold are green.
The slider moves in 1% steps. When you switch to two thresholds, the handles initially appear five percentage points apart and can be moved as close as one percentage point.
Tune Table Settings
The tune menu is saved per browser.
Scorecards by Team: choose Detailed view or Short view, and choose 1 threshold or 2 thresholds.
Scorecards by Agent: choose 1 threshold or 2 thresholds.
Detailed and Short Team Views
Detailed View
Detailed view shows a team-by-scorecard matrix. Each cell contains a horizontal score bar.
Short View
Short view is available only for Scorecards by Team. It shows the team, number of scored conversations, and one column for each score zone.
The zones are based on the active threshold settings and are ordered from highest to lowest. Changing a threshold immediately updates the column labels, zone limits, and percentages.
Scorecards by Agent always uses the detailed scorecard matrix.
Download a Report
Click Download report in a table toolbar to export that table. The report uses the active dashboard filters, score mode, and current table view. Its filename includes the active date range.
Each table has independent pagination with 10, 25, 50, or 100 rows per page.
Filter the Quality Board
The Quality board uses the standard fast filter row with one difference: you can filter by Team, but you cannot select individual agents.
Date range — required and always visible.
Team — optional. Depending on the deployment, this can be a single-team or multi-team selector.
Type, Direction, and Topics — optional and enabled from the tune icon.
Leave Team empty to include all teams available within your access scope. The board never displays data outside your team- or agent-based permissions. Filter changes apply to both tables.
Drill Down to Conversations
Select a score cell and click To conversations to open a pre-filtered Conversations view. The resulting view includes:
The selected team or agent
The selected scorecard
The active Manual, Automated, or All score mode
The active date range, topics, direction, and conversation types
The score-mode condition is applied at conversation level rather than per scorecard. The result is therefore an approximation: a conversation scored in the selected mode for another scorecard can also appear.
N/A cells do not provide drill-down because they have no underlying score entries.
Open Team and Agent Pages
Team and agent names become links when you have the relevant permission. Select a name to open the corresponding page. Without that permission, the name appears as plain text.
Layout and Read-Only Behavior
Wide scorecard matrices scroll horizontally inside each table. The Team and Agent tables are stacked vertically and expand as more rows are loaded.
The Quality board cannot be edited, duplicated, archived, or deleted. To build a custom scorecard dashboard, create a regular board and add widgets such as Agent scoring or Score over time.