Navigation (Pane)

The navigation pane is on the screen's left side and contains the main logical blocks; see the screenshot below. You can choose the desired Tab by clicking on the link name.

Agent Workspace

Agent Dashboard (Tab)

After login, you will be automatically redirected to your Dashboard Tab.

Here, you can get aggregated analytics on your activities, spot improvement opportunities, etc.

Reviewed and Commented (Tab)

The Reviewed and Commented tab is where agents can see the complete results of their evaluated interactions, whether scored by a human evaluator or through automated QA.

In this tab, Agents can:

View Scoring Results
- See the overall score and detailed breakdown of each scored conversation.
- Includes both human evaluations and automated AI scoring.
Read Feedback Comments
- Evaluators may leave written feedback to help improve future interactions.
- Comments can highlight strengths, areas for improvement, and specific coaching tips.
Track Disputes
- View which evaluations have disputes initiated, their current status, and whether they have been closed.
- Helps agents follow up on reviews they’ve questioned and stay updated on resolution outcomes.
Identify Learning Opportunities
- Agents can use the combined scores, comments, and dispute resolutions to focus on skills that need improvement, while reinforcing strong performance.

Example: After receiving a 75% automated score on a customer call, an agent can open this tab, read the AI’s scoring notes, check the human reviewer’s additional comments, and see if any disputes they submitted have been resolved.

Filter reviews

In case you need to filter Scores by a specific Scorecard or find high or low scores, you can use the filtering feature.

Filter by Period or Conversation Type (call, chat, etc)

Narrow your review list to a specific time range or interaction type.

Period: Select a date range to analyze trends over a week, month, or quarter.
Conversation type: Choose calls, chats, emails, or other channels.
Example: Review only last month’s live chat evaluations.

Filter by Review Source (Human or Automated)

See only reviews left by human evaluators or by automated QA bots.

Human filter: Focus on manually assessed cases for subjective quality insights.
Automated filter: Quickly spot QA patterns flagged by your AI review system.

Filter Scores by Specific Scorecard

If you only want to see reviews evaluated using a particular scorecard, you can apply a Scorecard filter. This is particularly useful when your organization uses multiple scorecards for different teams, products, or types of customer interactions.

Example: View only reviews done with the Customer Service QA Scorecard or Manual Scorecard.

Filter by Score Range (High or Low Scores)

To focus on performance extremes, filter reviews by their overall score.

High-score filter: Identify your top-performing interactions.
Low-score filter: Pinpoint areas needing coaching and improvement.
Example: Show only calls rated below 70%.

Filtering reviews with Dispute initiated or Closed

Track cases where agents have initiated a dispute or where disputes have been closed.

Initiated: Reviews currently under discussion.
Closed: Reviews with disputes resolved.
Example: Follow up on all active disputes from this week.

Conversations (Tab)

The Conversations tab is where you can go deeper into every conversation.

Here, you can Find, Read, Listen (follow the transcript), Leave and Ask Feedback, Review conversations, and do much more.

For details, please see the extended documentation on Conversations.

`Explore mode`

`Review` `mode`

If you use the switcher on the top right corner, you will be redirected to Review mode. This is the Read-Only mode for Agent, where you can see quality reviews based on your calls/chats/tickets.

Trainings (Tab)

To open the Trainings Tab, click the Student hat icon in the Navigation menu. On this Tab, you will be able to take recommended and assigned training, learn corporate process materials, and take quizzes at the end of Training.

👉 Help

Before you jump to the following sections, we will cover how to use Support in case you need any help. Don't hesitate to ask and use it. We are here for you and will be happy to help:)

You can also access Ender Turing support by clicking on the Support button on the bottom left corner of your screen: