> ## Documentation Index > Fetch the complete documentation index at: https://koreai-agent-management-platform-dev.mintlify.app/llms.txt > Use this file to discover all available pages before exploring further. # Creating Audit Allocations Creating an allocation follows a three-step workflow: **Settings**, **Allocation Type**, and **Assignment**. Each step builds on the previous one and guides you from initial setup to final auditor assignment. Navigate to **Quality AI** > **ANALYZE** > **My Allocations**. Create Allocations *** ## Step 1: Settings Define the evaluation scope, select the form, and filter the interactions to evaluate. ### Basic Information | Field | Description | | ------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Name** | Descriptive name that identifies the allocation purpose. | | **Description** | Optional context about the allocation's purpose, focus areas, or evaluation priorities. | | **Date Range** | Date range for the interactions to evaluate. | | **Evaluation Form** | Form that guides auditors during review. Also determines which queues appear in subsequent filters. | | **Languages** | Languages to include. Select specific languages for language-specific audits, or select all for full coverage. The system shows the total matching interaction count. | | **Queue** | Queue associated with the selected evaluation form. | Queue Selection ### Filter by Agents or Agent Groups Narrow the scope to specific agents or groups: | Filter | How to use | | ---------------- | -------------------------------------------------------------------------------------------------------------------------------------- | | **Agents** | Select individual agents from the dropdown. Leave empty to include all agents in the selected queues. | | **Agent Groups** | Select pre-configured groups for bulk selection. Useful for team-based evaluations. Combine with individual agent selection as needed. | Agent and Agent Groups Selection The interaction count updates automatically as you adjust selections. Select **Next** to proceed to the Allocation step. *** ## Step 2: Allocation Type Choose how to select interactions from the filtered pool. Allocation Type ### Random Allocation Uses statistical sampling for impartial interaction selection. Ideal for representative coverage across agents. Random Allocation 1. Select **Random**. 2. Enable the channels to include: **Voice**, **Chat**, or both. 3. Select an **Assignment Logic**: | Logic | Description | | -------------------------- | ---------------------------------------------------------------------------------------------------- | | **Percentage Per Agent** | Allocates a consistent percentage of each agent's interactions. Ensures proportional representation. | | **Interactions Per Agent** | Assigns a fixed number of interactions per agent. Provides uniform sample sizes. | 4. Enter the percentage or interaction count. The system displays: * **Average per Agent**: Equivalent value in the opposite metric. * **Total Interactions**: Real-time total for this configuration. ### Custom Allocation Lets you apply specific filters to target particular scenarios, sentiment ranges, or performance metrics. Ideal for focused evaluations or validating Auto QA accuracy. Custom Allocation 1. Select **Custom**. 2. Choose how to define your criteria: | Method | When to use | | ---------------- | ------------------------------------------------------------------------------------------ | | **Saved Filter** | Select a filter previously saved in Conversation Mining. Best for recurring audit focuses. | | **Quick Filter** | Configure a filter directly in the allocation workflow. Best for one-time allocations. | Custom Quick Filter #### Quick Filter Creation Select **Create Filter** to open the quick filter builder. Quick Filter Creation | 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. #### Per-Agent Control After defining filters, you can further refine by sampling per agent: * Specify a percentage or interaction count per agent within the filtered set. * Combine targeted filtering with proportional sampling for precise control. **Example**: Filter for interactions with sentiment scores less than 3, then sample 5% per agent from those results to focus on low-satisfaction situations. Select **Next** to proceed to the Assignment step. *** ## Step 3: Assignment Distribute the selected interactions across your auditor team. Assignment 1. Use the **Search Auditors** dropdown to select team members. 2. Choose multiple auditors to distribute the workload. 3. Enter the **Allocation Percentage** for each auditor. The system calculates the exact interaction count per auditor automatically. **Example** (100 total interactions, 3 auditors): * Auditor A: 40% = 40 interactions * Auditor B: 30% = 30 interactions * Auditor C: 30% = 30 interactions 4. Adjust percentages until they total exactly 100%. The **Create** button remains disabled until the total reaches 100%. 5. Review the complete configuration: * **Settings**: Form, languages, agents, agent groups. * **Allocation**: Method (Random or Custom), filters, total interactions. * **Assignment**: Auditors and their percentages. 6. Select **Create** to activate the allocation. 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 appears in your **My Allocations** tab. * Auditors see their assigned interactions in **Assigned to Me**. * Track completion progress in real-time. * Edit the allocation at any time to reassign pending interactions. *** ## Use Case: Managing Auditor Availability During Peak Season **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. ### Step-by-Step Resolution 1. **Identify the issue** * Open **My Allocations** tab. * Locate the "December 2024 Monthly Sample" allocation. * Confirm that two auditors (John, Doe) have 0 interactions completed and 20 pending each. 2. **Access Edit** * Select **Edit** from the Actions menu. * Review: Auditor John — 20 assigned, 0 completed, 20 pending. Auditor Doe — 20 assigned, 0 completed, 20 pending. 3. **Reassign pending work** * Select the checkboxes for Auditor John and Auditor Doe (40 total pending interactions). * Select **Add New Auditors** and choose three auditors with lighter workloads: C, P, R. 4. **Configure new distribution** * C: 35% = 14 interactions * P: 35% = 14 interactions * R: 30% = 12 interactions * Verify the total reaches 100%. 5. **Complete reassignment** * Select **Update**. * C, P, and R immediately see new assignments in **Assigned to Me**. * Completed work from original auditors remains unchanged. **Outcome**: The monthly audit stays on schedule. No interactions are lost or duplicated, and workload is balanced across available team members. *** Built with [Mintlify](https://mintlify.com).