Navigating the Evaluation View
The evaluation view is split into three panels:
Left Panel: Conversation List
This panel shows all conversations included in the evaluation.
Use Cmd + K (Mac) or Ctrl + K (Windows) to enable keyboard navigation.
Press J and K to move up and down through conversations.
Filter by newest or oldest.
Use the search bar to find specific conversations.
Click the three-dot menu to access additional actions:
Favourite the evaluation
Rename
Duplicate
Copy link to the evaluation
View Evaluation Rules
Export results (CSV)
Delete the evaluation
Middle Panel: Conversation View
This panel displays the full conversation text.
Scroll through the conversation to read all interactions.
Use the Toggle Events option to show/hide system events for a cleaner view.
Copy the Conversation ID if needed for reference or support.
Right Panel: AutoQA Results
This panel shows the AutoQA analysis and key performance data:
Average AQS score for the evaluation
Average first response time
Average handling time
Admins can also create Calibrations via the button on this panel, which allows for scoring and feedback to be fine-tuned.
Each individual conversation includes:
AutoQA breakdown based on your scorecard
Section-level feedback with:
Scores
Example responses
Suggested improvements
A summary of conversation attributes (e.g., channel, sentiment, tags)
That’s It
Reviewing evaluations helps you understand team performance at a glance and identify coaching opportunities quickly. Use the data and feedback provided to drive improvement where it matters most.