Ender Turing for Agents — High-Level Overview and Navigation

The navigation pane is located on the left side of the screen and contains the platform’s main logical sections. To open the required tab, click its name.

After login, you will automatically be redirected to the Dashboard tab.

Here you can view aggregated analytics for your activities, identify opportunities for improvement, and track key indicators.

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:

1. View scoring results

— See the overall score and a detailed breakdown of each scored conversation.

— View both human evaluations and automated AI scoring.

2. Read feedback comments

— Evaluators may leave written feedback to help improve future interactions.

— Comments may highlight strengths, areas for improvement, and specific coaching tips.

3. Track disputes

— View which evaluations have disputes initiated, their current status, and whether they have been closed.

— Follow up on reviews the agent has questioned and stay updated on resolution outcomes.

4. Identify learning opportunities

— Use 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 whether a submitted dispute has been resolved.

To filter scores by a specific scorecard or find high or low scores, use the available filtering features.

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

— Period: select a date range to analyse 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.

Display only reviews left by human evaluators or by automated QA.

— Human: focus on manually assessed cases for subjective quality insights.

— Automated: quickly identify QA patterns flagged by the automated review system.

To view reviews evaluated using a particular scorecard, apply the Scorecard filter. This is particularly useful when your organisation uses multiple scorecards for different teams, products, or types of customer interactions.

Example: view only reviews completed with the Customer Service QA Scorecard or Manual Scorecard.

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

— High scores: identify your top-performing interactions.

— Low scores: pinpoint areas that need coaching and improvement.

Example: show only calls rated below 70%.

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

— Initiated: reviews currently under discussion.

— Closed: reviews with resolved disputes.

Example: follow up on all active disputes from this week.

The Conversations tab is where you can work with every conversation in greater detail.

Here you can find and read conversations, listen to recordings while following the transcript, leave and request feedback, review conversations, and perform other actions.

For details, see the extended Conversations documentation.

Use the switcher in the top-right corner to open Review mode. For agents, this is a read-only mode where they can see quality reviews based on their calls, chats, and tickets.

To open the Trainings tab, click the student hat icon in the navigation menu.

On this tab, you can take recommended and assigned training, learn corporate process materials, and complete quizzes at the end of a training course.