Quality view of L1 IT Service Desk AI Specialist performance

---
title: Quality view of L1 IT Service Desk AI Specialist performance
description: Review how the AI Specialist measures up in each quality area.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/perf-quality-l1-sd-ai-spec.html
release: brazil
topic_type: concept
last_updated: "2026-10-08"
reading_time_minutes: 1
breadcrumb: [View the performance, Use, L1 IT Service Desk AI Specialist, IT Service Management]
---

# Quality view of L1 IT Service Desk AI Specialist performance

Review how the AI Specialist measures up in each quality area.

Each time you handle an incident, an automated quality assessment is generated and linked to the appropriate coaching opportunity. You can monitor scores, compare different opportunities, and pinpoint areas where quality can be enhanced.

-   Assessments for closed incidents
-   Quality score trend - opportunity
-   All opportunities

Assessments for closed incidents shows the total number of completed assessments, broken down by coaching opportunity type. Quality score trend - opportunity shows the average quality score over time across coaching opportunities. All opportunities lists each coaching opportunity with its name, number of assessments, and average quality score.

## All opportunities

Shows the assessments and average quality score per coaching opportunity.

You can view coaching opportunity details, analytics, and related records by selecting the coaching opportunity assessment number or average quality score.

The Details tab shows the coaching opportunity that the assessments use. The Analytics tab shows how well the coaching opportunity is performing. The Related records tab shows the assessments created from the coaching opportunity.

-   **Details tab**

    A read-only summary of the coaching opportunity used. Details include:

    -   Table
    -   Specific user
    -   Trigger
    -   Quality metric type
    A read-only summary of the coaching opportunity that the assessments use. You can't edit these details. Details include:

    -   Name
    -   Description
    -   Table
    -   Active
    -   Specify coach user
    -   Specific user
    -   Trigger condition
    -   Quality metric type
-   **Analytics tab**

    The Analytics tab isn't visible if you open the coaching opportunity from AI Agent Studio.

    Filter the analytics by:

    -   Date
    -   Assignment group
    -   AIS worker
    Summary includes:

    -   Total assessments
    -   Average quality score
    Factors that are contributing to quality in this opportunity:

    View the trends for each quality metric, check how assessments are spread across the different tiers, and identify which incident categories have the lowest scores.

    -   Metric score trend
    -   Tier distribution
    -   Metric performance
    -   Category performance
    The Metric performance and Category performance tables are read-only. You can't select a row to open it.

    **Note:** The dashboard shows only scored metrics \(*Resolution Step Quality* and *Executable Resolution*\). Diagnostic-only metrics \(display names ending in "\(Diagnostic\)"\) don't appear in the visualizations—they're visible only on the assessment form itself.

-   **Related records**

    The records used by the assessment:

    -   Skills Awarded on Assessment Completion
    -   Assessments Created by Opportunity
    -   Virtual Coaches
    Lists the assessments created from the coaching opportunity.

    -   Assessments Created by Opportunity