Use automated quality assurance dashboard as a live agent

---
title: Use automated quality assurance dashboard as a live agent
description: The automated quality assurance dashboard provides GenAI-generated quality insights for individual agents, including time-based filters, trend analysis, category and parameter breakdowns, with a detailed list of reviewed cases.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/now-assist-for-csm/use-quality-assurance-dashboard-as-an-agent.html
release: brazil
product: Now Assist for CSM
classification: now-assist-for-csm
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [generative AI, generative AI for Customer Service Management, generative AI for customer service agents]
breadcrumb: [Use generative AI, ServiceNow Otto for CSM, Customer Service Management]
---

# Use automated quality assurance dashboard as a live agent

The automated quality assurance dashboard provides GenAI-generated quality insights for individual agents, including time-based filters, trend analysis, category and parameter breakdowns, with a detailed list of reviewed cases.

## Overview of automated quality assurance dashboard

The automated quality assurance dashboard is accessible from the CSM workspace landing page. An alert with an AI gradient theme indicates that page content is generated by AI. The dashboard focuses on individual live agent data, summarizing average QA score and cases reviewed, exposing trends based on QA score and category, and providing breakdown views across categories and parameters.

## Live agent Access

Live agents have limited access to QA reviews:

-   **Permitted:** Live agent can view QA data only if the skill is enabled by an admin, live agent role is selected in the skill configuration, and the case was closed by that live agent.
-   **Restricted:** Live agents cannot access QA reviews for cases closed by other live agents.

## Dashboard Overview

When you select the entry point, the **Automated quality assurance** tab opens. The dashboard presents comprehensive quality metrics and insights specific to the logged-in live agent's performance.

## Dashboard Components

|Widget|Description|
|------|-----------|
|Alert Indicator|Displays an AI gradient theme to indicate AI-generated content.|
|Average QA Score|Summary metric showing the live agent's average quality assurance score.|
|Cases Reviewed|Total count of cases that have undergone quality assurance review.|

## Trends Analysis

The dashboard enables viewing of **Average QA score** and **Cases reviewed** metrics across multiple time ranges. Predefined time periods include Last 7 days, Last 30 days, Last month, Last quarter, Last 6 months, Last 12 months, and Last year. Custom date ranges are also supported.

The **Trends** section displays QA score and category trends with drill-down granularity options available at daily, weekly, monthly, quarterly, and yearly levels.

## Breakdown Analysis

The **Breakdown** section presents category-level and parameter-level performance data. Scores are displayed for each category and parameter, providing visibility into strengths and improvement opportunities. Categories can be expanded to reveal individual parameter scores nested within each category.

|Widget|Description|
|------|-----------|
|Category Breakdown|Displays quality scores organized by quality assurance category.|
|Parameter Breakdown|Shows individual parameter scores within each expanded category.|

## Reviewed Cases List

The **Reviewed cases** list provides rich data exploration capabilities with filtering, sorting, and grouping functionality. Users can focus on specific review outcomes or time ranges. The data can be exported in PDF, JPG, or CSV formats.

|Widget|Description|
|------|-----------|
|**Filter**|Allows filtering of reviewed cases by specific criteria|
|**Sort**|Enables sorting of case data by various fields|
|**Group By**|Supports grouping of cases for organized viewing|
|**Export**|Provides export capabilities in PDF, JPG, and CSV formats|
|Alert with AI gradient color theme|Highlights that the pages are fully generated by AI. You can dismiss the alert by selecting the X on the alert banner.|

**Parent Topic:**[Using ServiceNow Otto for Customer Service Management \(CSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/now-assist-for-csm/now-assist-csm-using.md)