Objective

Find the QA results your manager has shared with you in the Agent Portal.

Before you begin

Your workspace needs QA access and your account must be linked to a workforce profile. Only results published for you appear in My Quality. An AI evaluation or manager review that has not been published is not visible here.

Resolution

  1. Open My Quality. Go to My Quality in the Agent Portal. The page opens on the current calendar month and uses your timezone when available.
  2. Choose a month. Use Previous month and Next month to browse results. The summary and published-evaluations list change with the selected month.
  3. Check the overview. Read Published QA score, Published evaluations, and Coaching. A result under appeal still counts in the monthly summary. If no result was published for that month, the page says so instead of showing a zero score.
    The QA product page illustrates a monthly My Quality summary, criterion groups, coaching, and published evaluations. The sample scores and tickets are illustrative.
  4. Open an evaluation. Under Published evaluations, select a ticket. Its page shows the published score, criterion grades, conversation evidence, and any appeal. A New marker identifies a result you have not opened; a version number indicates a newer publication.
  5. Follow a correction. If you open an older version, use Open the current version to see the replacement. The old version stays available as history.

If the page says your account is not linked to a workforce profile, ask an administrator to correct the link in Settings · People. See How To Read Your Quality Summary And Evaluation Evidence for interpreting the details.