> ## Documentation Index > Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt > Use this file to discover all available pages before exploring further. # Quality hub: a supervisor's map of the dashboard > Use the Quality dashboard to move from agent performance to evaluations, Practice Studio, and recordings, with the role gates and links you need for each surface. # Quality hub: a supervisor's map of the dashboard Open **Quality** (`/quality`) when you need to move from a team-level signal to the conversation, evaluation, or coaching action behind it. The cards are separate workspaces: **Agents** explains who needs attention, **Evaluations** is the review queue, **Practice** is the roleplay studio, and **Recordings** is where you listen and inspect the source conversation. This page is an orientation map. Use the linked guides when you need to configure a rubric, grade a call, or run a practice session. ## The four surfaces on `/quality` ### Agents: the per-agent view **Agents** (`/quality/agents`) is the supervisor's starting point for an individual performance picture. Choose an agent to see their quality trend, rubric breakdown, and recent outcomes, then drill into the conversations that produced those results. Use this card when a leaderboard change or trend needs an explanation at agent level. * **For:** supervisors and QM reviewers comparing an agent's results with the team's work. * **Role gate:** owners, admins, and supervisors can open another agent's view. An agent can read their own results through [My scorecard](/guides/my-scorecard), but cannot inspect another agent's scorecard. * **Next step:** use [Agent scorecard](/guides/agent-scorecard) for the per-agent metrics and drill-down details. ### Leaderboard: the team ranking **Leaderboard** (`/quality/leaderboard`) turns official evaluation results, handled calls, and CSAT into a team ranking for the selected window. Use this card to spot a change in rank or a KPI that needs follow-up, then move to **Agents** for the agent-level explanation. Points, badges, queue visibility, and sample-size guidance are covered in [Quality leaderboard](/guides/quality-leaderboard). * **For:** supervisors and QM reviewers comparing team performance; agents can see their own rank and badges through their self-view. * **Role gate:** owners and admins see the full roster. Supervisors see the queues they supervise. Agents do not see another agent's quality results. * **Next step:** use [Quality leaderboard](/guides/quality-leaderboard) to interpret rankings before choosing a coaching action. ### Evaluations: the review queue **Evaluations** (`/quality/evaluations`) is the queue for scored conversations. Reviewers work through sampled and flagged calls, grade against a scorecard, and handle the acknowledge or appeal lifecycle. AI auto-scored rows and agent self-evaluations appear in the same ledger, so the queue is the place to confirm what counts as an official result. * **For:** QM reviewers who grade conversations, calibrate scores, or resolve appeals; agents use the **My evaluations** view for their own rows. * **Role gate:** owner and admin roles manage forms, scoring, overrides, and resolutions. Supervisors can review the queue when their tenant grants reviewer access; agents remain limited to their own evaluations and acknowledge or appeal actions. * **Next step:** follow [QA Evaluations](/guides/quality-evaluations) to create a form and publish a score. ### Practice: the roleplay studio **Practice** (`/quality/practice`) is Practice Studio, a safe place to rehearse a difficult conversation with an AI customer. Supervisors curate scenarios and assign them; an agent runs the session and receives an automatic score with coaching feedback. Practice scores stay training-only: they do not replace a real-call evaluation or change the leaderboard. * **For:** supervisors who turn a quality gap into a coaching exercise, and agents who practice their own assigned scenarios. * **Role gate:** owners, admins, and supervisors manage the scenario library and see team sessions. An agent sees the runnable library and their own practice history only. * **Next step:** use [Practice Studio roleplay](/guides/practice-studio-roleplay) to create scenarios, assign them, and read feedback. ### Recordings: the source conversation **Recordings** (`/quality/recordings`) is the searchable playback and transcript library. Filter recordings by transcript text, evaluation score, AI-scored status, or recording-health verdict; then listen, inspect the transcript, and open the linked evaluation. This is the source view for deciding whether a flagged result needs a reviewer correction. * **For:** supervisors and QM reviewers who inspect calls before grading or coaching. Agents do not see the tenant-wide recording library. * **Role gate:** only owner, admin, and supervisor roles can open the library. Other roles receive an access notice; tenant recordings and transcripts remain scoped to the workspace. * **Next step:** follow [Quality recordings](/guides/quality-recordings) to search, filter, and grade while you listen. ## Who should use each surface? | Surface | Supervisor | Agent | QM reviewer | | - | - | - | - | | **Agents** | Compare agents and open their scorecards. | Use [My scorecard](/guides/my-scorecard) for your own results. | Inspect the agent context behind a review. | | **Evaluations** | Monitor the queue and coach from official results. | Read your own evaluations; acknowledge or appeal them. | Grade, calibrate, and resolve the review queue. | | **Practice** | Author and assign scenarios; review team sessions. | Run assigned roleplays and read your own feedback. | Use a failed rubric to choose the next exercise. | | **Recordings** | Search, listen, and inspect the evidence. | No tenant-wide library access. | Listen before grading or re-grading a conversation. | These are tenant-owned quality surfaces. Your role determines which records and actions are available; an agent's practice and evaluation views never expand into another agent's data. ## Connect `/quality` to `/me/scorecard` `/me/scorecard` is the agent-side counterpart to the supervisor's **Agents** card. It reads the same quality outcomes but limits the view to the signed-in agent: rubric pass rates, daily trend, top failure modes, and their own points and badges. The supervisor opens **Quality → Agents** to compare the roster and drill into any permitted agent; the agent opens **My scorecard** to understand the same signal and act on it. Use the two views together: 1. Start in **Agents** or [Quality leaderboard](/guides/quality-leaderboard) to spot a performance change. 2. Open the agent's scorecard to identify the rubric or conversation behind it. 3. Send the agent to **Practice** for a focused roleplay, or open **Recordings** to verify the source conversation. 4. Let the agent confirm their own recovery in `/me/scorecard` after the next official evaluations land. Read [Read your own QM scorecard](/guides/my-scorecard) for the agent view and [Quality leaderboard](/guides/quality-leaderboard) for team ranking and points. ## Worked workflow: flagged conversation to published evaluation Use this path when an AI auto-score flags a conversation for review: 1. Open **Quality → Evaluations** and filter the queue to flagged or auto-scored rows. 2. Select the conversation, note the failing rubric, and choose **Open recording** to land in **Quality → Recordings**. 3. Listen to the relevant section and check the transcript. If the recording supports the flag, keep the rubric finding; if not, return to the evaluation and correct it. 4. From the failed rubric, open **Practice**. Choose or create a roleplay that rehearses the same skill, such as de-escalation or clear next steps, and assign it to the agent. 5. Return to the evaluation, complete every criterion, and publish the reviewer result. The published score becomes part of the agent's official quality history; the Practice session remains training data and does not overwrite it. 6. Ask the agent to review the result in `/me/scorecard`, run the roleplay, and use the next real-call evaluation to confirm improvement. For the full evaluation lifecycle, see [QA Evaluations](/guides/quality-evaluations). For recording filters and playback, see [Quality recordings](/guides/quality-recordings). For the roleplay loop, see [Practice Studio roleplay](/guides/practice-studio-roleplay). ## Related guides * [Quality hub overview](/guides/quality-hub-overview) — metrics, scorecards, and the broader Quality map. * [QA Evaluations](/guides/quality-evaluations) — forms, reviewer scoring, and appeals. * [Practice Studio roleplay](/guides/practice-studio-roleplay) — scenario authoring and agent sessions. * [Quality recordings](/guides/quality-recordings) — transcript search, playback, and grading. * [Read your own QM scorecard](/guides/my-scorecard) — the agent's self-view. * [Quality leaderboard](/guides/quality-leaderboard) — rankings, points, and badges. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.