> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-content-gov.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.
# Creating Audit Allocations
Creating Audit Allocations provides a guided workflow to configure audit allocations by defining the evaluation scope, selecting interactions, assigning auditors, and configuring dispute handling when applicable.
During the workflow, select the evaluation form, date range, languages, and applicable queues, agents, or agent groups, then choose a Random or Custom allocation method to determine which interactions are included for evaluation. The workflow dynamically displays only the configuration options applicable to the selected evaluation form and provides a real-time summary of the selected interactions before you create the allocation.
For a feature summary, refer to [Audit Allocations Overview](/ai-for-service/quality-ai/analyze/conversation-mining-audit-allocations). For role-based access and view details, refer to [Understanding Views and Permissions](/ai-for-service/quality-ai/analyze/understanding-views-and-permissions).
## Access Audit Allocations
Navigate to **Quality AI** > **AutoQA** > **Allocations** > **New Audit Allocation**.
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## Evaluation Form Types
The selected evaluation form determines which conversations are included in an allocation. For Automation AI conversations, the evaluation form is assigned to the corresponding Experience Flow. While the allocation workflow is the same for all evaluation form types, the available allocation scope and assignment options depend on the selected form and its configuration.
| **Evaluation Form Type** | **Evaluates** | **Allocation Behavior** |
| ---------------------------- | -------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Human Agent** | Human agent conversations | Uses queue-based allocations. Supports assignment by **Agent**, **Agent Group**, or **Queue** based on the selected queues. |
| **AI Agent (Automation AI)** | Automation AI conversations | Uses the evaluation form assigned to the corresponding **Experience Flow**. Supports allocations for AI Agent conversations based on the configured Experience Flows. |
| **Hybrid** | Human agent and AI Agent conversations | Supports allocations for both conversation types using the assignment scope defined in the evaluation form configuration. |
The allocation workflow (Settings → Allocation → Assignment) is consistent across all evaluation form types. The available queues, Experience Flows, and assignment options vary based on the available queues, Experience Flows, and assignment options vary based on the selected evaluation form and its configuration.
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## Before You Begin
Before creating an allocation:
* Create and activate an evaluation form.
* Assign the evaluation form to the appropriate queue or Experience Flow.
* Confirm auditors have the required permissions.
* Confirm eligible interactions exist for the selected evaluation period.
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## Create a New Allocation
Navigate to **Quality AI** > **AutoQA** > **Allocations** > **New Allocation**.
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### Step 1: Settings
Configure the allocation details and define the interactions to include in the audit.
The available **Settings** fields vary depending on the selected evaluation form. For **AI Agent (Automation AI)** evaluation forms, the system displays options applicable to AI Agent conversations instead of the queue- and agent-based options shown for Human Agent evaluation forms.
#### Configure Basic Information
1. Select **New Allocation** to open the allocation wizard.
2. Enter a unique **Name** for the allocation.
3. (Optional) Enter a **Description** to identify the allocation.
4. Select the **Date Range** from which the system retrieves eligible interactions.
5. Select an **Evaluation Form**. The selected evaluation form determines the available languages, queues or Experience Flows, agents, and other allocation options.
6. Select one or more **Languages** to limit the allocation to interactions in those languages. The available languages depend on the selected evaluation form.
7. Select one or more **Queues** associated with the selected evaluation form. This field is available for **Human Agent** evaluation forms.
8. (Optional) Select one or more **Agents** to include in the allocation. Leave this field blank to include all agents in the selected queues. Users with **Cross Queue Data Access** can search across all queues. This field is available for **Human Agent** evaluation forms.
9. (Optional) Select one or more **Agent Groups** to include in the allocation. This field is available for **Human Agent** evaluation forms.
10. Select **Next** to proceed to the **Allocation** step.
The fields displayed in the **Settings** step depend on the selected evaluation form. For **Automation AI** evaluation forms, the system displays **Experience Flow** instead of **Queue**, **Agents**, and **Agent Groups**. The interaction counts update automatically as you modify the filters.
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### Step 2: Allocation Type
Choose how the system selects interactions from the filtered dataset for audit.
### Allocation Type
Select the allocation type to determine how the system selects interactions for the audit.
| **Allocation Type** | **Description** |
| ------------------- | ------------------------------------------------------------------------------------------------------------ |
| **Random** | Selects interactions automatically based on the configured allocation method and sampling criteria. |
| **Custom** | Selects interactions using a saved filter or by including all interactions that match the selected criteria. |
#### Random Allocation
When you select **Random**, configure the following options:
1. Select a **Channel Type**: **Voice**, **Chat**, and **Both**.
This **Setting** is configurable independently for **Voice** and **Chat** channels, enabling flexible allocation behavior across different interaction types.
2. (Optional) Turn on **Include interactions below duration threshold** to include interactions below the configured duration threshold.
* **Off** (default): The system excludes **Below Threshold** and **Duration Unavailable** contacts from the random draw pool.
* **On**: Flagged contacts become eligible for selection alongside evaluated contacts, so QA teams can spot-review incomplete interactions as part of the audit cycle.
3. Configure separate allocation logic for **Voice** and **Chat** interactions.
| Logic | Description |
| -------------------------- | -------------------------------------------------------------------------------- |
| **Percentage Per Agent** | Allocate a percentage of each agent's interactions and for each enabled channel. |
| **Interactions Per Agent** | Allocate a fixed number of interactions per agent and for each enabled channel. |
4. Enter the required percentage or interaction count for each enabled channel.
5. Review the **Selected interactions for audit** summary. The system automatically updates the **Total Selected Interactions**, **Voice Interactions**, and **Chat Interactions** counts based on the allocation settings.
6. Select **Next** to proceed to the **Assignment** step.
#### Custom Allocation
When you select **Custom**, configure the following options:
1. Select a **Save Filters** source.
* **Saved Filter**: Select a filter previously saved in Conversation Mining. Best for recurring audit focuses or standard evaluation scenarios.
* **Quick Filter**: Configure filters directly in the allocation workflow using full Conversation Mining options. Best for one-time allocations without saving filters.
Select at least one interaction for audit allocation to proceed.
**Quick Filter Creation**
Select **Create Filter** to open the quick filter builder.
| Filter Category | What you can filter |
| --------------- | ------------------------------------------------------------------------------------------------ |
| **Experience** | Sentiment trends, emotions, wait time, CSAT, intents, topics, churn risk. |
| **Behavior** | Evaluation metrics, empathy score, crutch word usage, playbook adherence, Kore Evaluation Score. |
| **Keyword** | Include or exclude interactions containing specific words or phrases. |
| **Efficiency** | AHT, handling time ranges, AHT deviation, number of transfers. |
The interaction count updates dynamically as you adjust filters.
For more information on filter interactions, see [Filter Interactions](/ai-for-service/quality-ai/analyze/conversation-mining-interactions#filter-interactions).
**Custom Interaction Allocation**
After you define the filters, configure interaction allocation settings to determine how the system assigns interactions for audit.
* **All Interactions**: Includes all interactions returned by the applied filters.
* **Custom**: Enables you to apply additional sampling controls to the filtered interaction set.
When you select **Custom**, choose one of the following allocation methods:
| Allocation Method | Description |
| -------------------------- | ----------------------------------------------------------------- |
| **Percentage Per Agent** | Allocates a percentage of filtered interactions for each agent. |
| **Interactions Per Agent** | Allocates a fixed number of filtered interactions for each agent. |
The system automatically displays the average number of selected interactions based on your configuration.
**Example**: Filter interactions with sentiment scores lower than 3, then allocate 5% per agent from those filtered interactions to focus on low-satisfaction conversations.
Select **Next** to proceed to the **Assignment** step.
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### Step 3: Assignment
Distribute selected interactions across the auditor team, ensuring balanced workload and activating the allocation for evaluation.
1. Use the **Search Auditors** dropdown to select team members who evaluate interactions.
2. Choose multiple auditors to distribute the workload. Consider these factors when selecting auditors.
3. Enter the **Allocation Percentage** for each auditor. The system calculates the exact interaction count per auditor automatically.
4. Review the **Interactions** column, which automatically calculates the exact interaction count for each auditor based on your percentage input.
**Example** (100 total interactions, 3 auditors):
* Auditor A: 40% = 40 interactions
* Auditor B: 30% = 30 interactions
* Auditor C: 30% = 30 interactions
5. Verify that the total equals 100%.
6. Review your complete allocation configuration:
* **Settings**: Form, languages, agents, agent groups.
* **Allocation**: Method (Random or Custom), filters, total interactions.
* **Assignment**: Auditors and their percentages.
7. Select **Save** to activate the allocation.
When activated, the system immediately assigns interactions to auditors. Auditors can see their assignments in the **Assigned to Me** tab right away.
#### After Creating an Allocation
* The allocation displays in your **My Allocations** tab.
* Auditors see their assigned interactions in **Assigned to Me**.
* Track completion progress in real-time.
* AI Agent evaluations are processed as system-scoped evaluation sets.
* Edit the allocation at any time to reassign pending interactions.
* You can reassign the pending interactions at any time without affecting completed evaluations.
The system automatically calculates the interaction count for each auditor and enables **Save** only when the allocation totals 100%.
If you enable Agent Accept & Dispute and configure disputes for the selected evaluation form, the Review Status column tracks agent acknowledgments and dispute activity for all audited interactions in the allocation.>
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### Step 4: Dispute Allocation (Human Agent Only)
Available only when **Agent Accept & Dispute** is enabled.
#### Dispute Resolution Assignment
The **Dispute Resolution Assignment** setting to enable or disable disputes feature for evaluations under this allocation.
| State | Behavior |
| ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **On** | Enable agents to acknowledge or dispute metric-level scores for evaluations under this allocation. |
| **Off** | Prevent agents from responding to evaluations. The system hides the **Accept** and **Dispute** options and marks evaluations as **Audited** upon completion. |
#### Dispute Routing Rule
When you enable **Dispute Resolution Assignment**, select how the system routes disputes for re-evaluation.
| Option | Description |
| --------------------- | --------------------------------------------------------------------- |
| **Same Auditor** | Route disputes to the auditor who performed the original evaluation. |
| **Different Auditor** | Route disputes to a different auditor selected from the auditor list. |
#### Auditor List (Different Auditor Only)
When you select **Different Auditor**, define the pool of auditors available for dispute routing.
**Add Auditors**
* Select **Search Auditors to Add**.
* Search for and select one or more auditors.
* Select **Add**.
Added auditors display in the list below the search field. If you don't add any auditors, the system shows **No Auditors Added**.
#### Allow Multi-Round Re-Disputes
The **Allow Multi-Round Re-Disputes** option controls whether agents can raise additional disputes after QA re-evaluation.
| State | Behavior |
| ------- | ----------------------------------------------------------------------------------------------------------- |
| **On** | Enable agents to dispute QA re-evaluations and initiate additional rounds up to the configured limit. |
| **Off** | Make the QA decision final. The system prevents further disputes and shows an in-context message to agents. |
#### Maximum Re-Disputes Allowed
When you enable multi-round disputes, select the maximum number of dispute rounds.
| Setting | Description |
| ------------------------------- | ------------------------------------------------------------------- |
| **Maximum Re-Disputes Allowed** | Select the number of dispute rounds from the dropdown (default: 3). |
When the system reaches the limit, it changes the evaluation status to **Closed** and prevents any further disputes.
Dispute configuration is not applicable for AI Agent allocations.
You can edit an allocation at any time to redistribute pending interactions. Completed evaluations remain unchanged.
## Use Case Example: Redistribute Pending Audits
**Scenario**: A QA Manager creates a monthly random sample allocation for 15 auditors. Three days later, two auditors report unexpected leave, leaving 40 pending interactions unassigned.
### Scenario
A QA Manager creates a monthly audit allocation for multiple auditors. During the audit cycle, two auditors become unavailable, leaving several pending interactions unreviewed.
### Resolution
The QA Manager edits the allocation, selects the unavailable auditors, and reassigns their pending interactions to available auditors by updating the workload distribution. The system redistributes only the pending interactions, while completed evaluations remain unchanged. Newly assigned auditors immediately see the reassigned interactions in Assigned to Me.
### Outcome
The system keeps the monthly audit on schedule, prevents loss or duplication of interactions, and balances workload across available team members.
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