How do I give agents access to Auto QA results?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Legacy Auto-QA UI Visible |
| Makes the Auto QA tab visible in KPI reports (contract-level setting) |
Analytics Data Processing |
| Allows the underlying AI scoring to run (contract-level setting) |
Required Permissions:
Manage roles & permissions (
admin.org.roles-and-permissions.manage) — to edit a role and grant the Auto QA permissionView auto-QA results (
analytics.view_auto_qa_results) — the permission you grant to the Agent role so agents can load Auto QA data
Introduction
By default, users on the Agent role can't see Auto QA results. The Auto QA tab won't appear in their KPI Report, and the role's permissions summary shows "No access to auto-QA results".
This guide shows you how to give agents visibility into their own Auto QA results — so they can see how their conversations have been auto-scored — without exposing other agents' data.
What You Need
Three things need to be in place. Two are contract-level feature flags, and one is a permission on the role.
Requirement | What it does | Where it's set |
Legacy Analytics | Makes the Auto QA tab visible in KPI reports | Contract |
Analytics Data Processing | Allows the underlying AI scoring to run | Contract |
View auto-QA results | Grants the role the right to load Auto QA data | Agent role |
If the contract is missing either feature flag, contact your customer success manager. These are contract-level settings and can't be toggled in the UI.
Step 1: Confirm the Contract Has Both Feature Flags Enabled
Check with your customer success manager if you're not sure. Without these, no role on the contract can see Auto QA — even an Administrator.
Step 2: Open Roles & Permissions
Go to User Management > Permissions.
Step 3: Edit the Agent Role
Find Agent in the list and click Edit.
Step 4: Grant the Permission
Tick View auto-QA results in the permissions list. It's grouped under the reporting and analytics permissions.
Step 5: Save the Role
Click Save. Agents will see the change next time they refresh or log in again.
What Agents Will See
Once everything is in place, agents see:
The Auto QA tab in their KPI Report
Their own Auto QA scores — line item outcomes, pass/fail rates, and quality scores from automatic scoring
Their own line item performance within Auto QA scorecards
They will not see:
Other agents' Auto QA results — agents are always restricted to their own data
Manual evaluation data — that's controlled by the separate View completed evaluations permission
Common Questions
Why isn't "View completed evaluations" enough?
That permission controls visibility into manual QA. View auto-QA results is the equivalent for AI-generated Auto QA scoring. They're separate, and an agent can have one without the other.
Can I do this for a different role, like Team Leader?
Yes. The same recipe applies to any role. Roles that aren't restricted to "self only" — Team Leader, Quality Analyst — will see Auto QA data for everyone in their reporting scope, not just their own.
Will this change what agents see in other reports?
No. This permission only unlocks the Auto QA tab and the data inside it. Manual evaluations, feedback, and 1-to-1s are unchanged.