Quality AI doc update - Phase 1 related updates

ai-for-service/analytics/quality-ai/reports/interaction-conversation-analytics-report.mdx

@@ -86,6 +86,10 @@ Custom fields appear as optional columns and update dynamically based on the sel
 
             ![Schedule](/ai-for-service/analytics/quality-ai/reports/images/interaction-run-on-demand.png)
 
+
+
+            <Note>The report returns all interactions matching the selected filters. Use the **Duration Status** filter to narrow results by evaluation eligibility. Interactions ingested before duration threshold support may display a `null duration_status` value.</Note>
+
 ---
 
 ### Processing Status Options in Reports

ai-for-service/analytics/quality-ai/reports/scheduled-reports.mdx

@@ -127,8 +127,9 @@ This allows you to add filters to refine report data.
 - **Language**: Select a language configured for Quality AI. Defaults to the application's default language.
 - **Duration Status**: Filter by evaluation eligibility: Evaluated or Below Threshold.
 - **Contact Direction**: Filter by Inbound or Outbound to segment report data by contact direction. When applied, the report output includes only interactions matching the selected direction, and the exported file reflects the active direction filter.
+- **Processing Status**: Filter interactions by conversation processing state. 
 
-    <Note>Reports exclude Below Threshold interactions by default.</Note>
+Reports exclude **Below Threshold** interactions by default. To include them, select **Below Threshold** in the **Duration Status** filter. Manually evaluated interactions are always included, and you can select **Delete** to remove a filter row.
 
 ##### Configure Optional Fields 
 

ai-for-service/quality-ai/analyze.mdx

@@ -31,7 +31,6 @@ Gain deeper insight into contact center performance, customer experience, and co
 
 | Feature | Description |
 |---|---|
-| [Conversation Intelligence](/ai-for-service/quality-ai/analyze/conversation-intelligence) | Post-interaction analytics dashboard covering agent efficacy, customer experience, and contact center efficiency metrics. |
 | [Customer Experience (CX) Insights](/ai-for-service/quality-ai/analyze/cx-insights) | Post-interaction view of customer experience combining sentiment, resolution, churn risk, and topic-level drivers. |
 | [Performance Insights](/ai-for-service/quality-ai/analyze/performance-insights) | Time-based visualization of agent communication quality, empathy, language trends, evaluation scores, and sentiment. |
 | [Topic Discovery](/ai-for-service/quality-ai/analyze/topic-discovery) | Interactive bubble canvas that maps conversation topics to sentiment, resolution rates, and handle times for trend analysis. |

ai-for-service/quality-ai/analyze/adherence-heatmap.mdx

@@ -3,9 +3,11 @@ title: Adherence Heatmap
 sidebarTitle: Adherence Heatmap
 ---
 
-The Adherence Heatmap provides a visual view of adherence trends across evaluation forms, queues, agents, channels, languages, contact direction, and date ranges to help supervisors identify quality gaps, monitor fatal interactions, compare inbound and outbound performance, and support targeted coaching through metric-level analysis. 
+The **Adherence Heatmap** provides a visual view of adherence trends across evaluation forms, queues, agents, channels, languages, contact direction, and date ranges to help supervisors identify quality gaps, monitor fatal interactions, compare inbound and outbound performance, and support targeted coaching through metric-level analysis. 
 
-This supports shared filters and role-based queue access, where users with Cross Queue Data Access can view all queues, while other users can access only their assigned queues. By default, the heatmap includes only evaluated interactions eligible for aggregation, excluding Below Threshold and Duration Unavailable interactions unless manually evaluated. 
+By default, only eligible evaluated interactions are included. Interactions marked **Below Threshold** or **Duration Unavailable** are excluded unless manually evaluated, ensuring adherence metrics reflect valid and comparable data.
+
+The heatmap supports role-based access and shared filters. Users with **Cross Queue Data Access** can view all queues, while others are limited to assigned queues. All visuals update dynamically based on selected filters. Whereas, the **Handled By** filter helps supervisors to refine adherence analysis by selecting **AI Agent**, **Human Agent**, or **Both**, enabling focused or combined views based on conversation type and routing context.
 
 ## Key Capabilities
 
@@ -19,10 +21,11 @@ This supports shared filters and role-based queue access, where users with Cross
 | **Interaction Review** | Opens failed interactions directly in Conversation Mining via the Duration Status filter. |
 | **Scorecard-based Duration Rules** |  Applies scorecard-specific duration thresholds to determine interaction eligibility. |
 | **Manual Override** | Includes flagged interactions in adherence metrics after manual evaluation. |
+| **Handled By Filtering** | Enables filtering by AI Agent, Human Agent, or Both to analyze adherence by conversation type and routing context.|
 
 ## Access Adherence Heatmap
 
-Navigate to **Quality AI** > **Analyze** > **Adherence Heatmap**.
+Navigate to **Quality AI** > **AutoQA** > **Adherence Heatmap**.
 
 ![Adherence Heatmap Landing Page](/ai-for-service/quality-ai/analyze/adherence-heatmap/images/adherence-heatmap-landing-page.png)
 
@@ -135,6 +138,15 @@ Supports multi-select filtering based on configured languages. When applied, the
 
 <Note>Language options depend on the selected evaluation form.</Note>
 
+### AI Agent
+
+Enable supervisors filter using Experience Flow tags (for example: Payment Status, Account Balance, Address Update) with search, multi-select, and expandable `Show all` options. 
+
+### Human Agent
+
+Allow filtering by Queues and Agents, both supporting multi-select tagging, search, and `Show all` expansion for easier selection. 
+
+
 ---
 
 ## Heatmap Interactions

ai-for-service/quality-ai/analyze/ai-assisted-manual-audit.mdx

@@ -3,9 +3,13 @@ title: AI-Assisted Manual Audit
 sidebarTitle: AI-Assisted Manual Audit
 ---
 
-AI-Assisted Manual Audit is where supervisors and QA teams evaluate voice and chat interactions using a hybrid approach that combines AI-generated insights with manual scoring in a single workspace. When **Agent Accept & Dispute** is active, agents use the screen as a workspace to review evaluation outcomes, acknowledge metric scores, and submit disputes. Supervisors then re-evaluate each dispute metric by metric.
+AI-Assisted Manual Audit enables supervisors and QA teams to evaluate voice and chat interactions using a hybrid workflow that combines AI-generated insights with manual scoring in a single workspace. The workspace provides transcripts, interaction metadata, timeline navigation, AI-generated summaries, topics, sentiment, resolution status, evaluation metrics, and scorecards to support consistent quality assessments. Evaluators can review AI recommendations, confirm or override scores, add comments, and submit final audit results for coaching and compliance.
 
-The workspace brings together transcripts, interaction metadata, timeline navigation, and AI insights such as summaries, topics, sentiment, resolution status, and metric-level evaluations. Evaluators review AI-generated recommendations, validate or override scores, add comments, and submit audit results to support coaching and compliance processes. The framework supports inbound and outbound interactions, applies duration-based scoring, and uses structured QA forms to drive consistent evaluations.
+When **Agent Accept & Dispute** is enabled, agents can use the audit workspace to review evaluation results, acknowledge scores, and dispute individual metrics. Supervisors can then review each disputed metric and complete the re-evaluation workflow.
+
+When **Scheduled Processing** is enabled for supported conversation sources (Agent AI, CCAI, and Automation AI), conversations become available in AI-Assisted Manual Audit immediately after they end, even before Quality AI processing begins. Until processing completes, only conversation metadata is available. AI-generated insights, transcript analysis, evaluation metrics, and scoring appear after processing is complete. 
+
+<Note>Note: **When Scheduled Processing** is enabled, supervisors can open **Pending** and **Validation Failed** conversations directly from **Conversation Mining** before Quality AI processing completes.</Note>
 
 **Key Capabilities:**
 
@@ -38,15 +42,15 @@ Before using AI-Assisted Manual Audit, confirm the following:
 - **Role-Based Access**: Appropriate permissions assigned based on your organizational role.
 - **GenAI Settings**: Enable sentiment, emotions, and topic modeling features as required.
 - **Metric Settings**: Enable Speech, Playbook, Hold Etiquette, and related metrics when needed.
-- **Agent Dispute**: Enable Agent Accept & Dispute in **Quality AI** > **Settings** > **Quality AI General Settings** to activate the metric-level dispute and acknowledgment workflow. 
+- **Agent Dispute**: Enable **Agent Accept & Dispute** in **Quality AI** > **Settings** > **Quality AI General Settings** to activate the metric-level dispute and acknowledgment workflow. 
 
 ---
 
 ## Access AI-Assisted Manual Audit
 
 Navigate to **Quality AI** > **Analyze** > **Conversation Mining** > **Interactions** > **AI-Assisted Manual Audit**.
 
-![AI-Assisted Manual Audit Page](/ai-for-service/quality-ai/analyze/ai-assist-manual-edit/images/configured-topics.png)
+![AI-Assisted Manual Audit Page](/ai-for-service/quality-ai/analyze/ai-assist-manual-edit/images/audit-review-pending.png)
 
 You can open interactions from:
 
@@ -84,6 +88,7 @@ The header identifies the conversation, current audit stage, and available workf
 | **Submit**              | Saves the evaluation or re-evaluation and routes it according to the configured workflow.                  |
 
 ---
+
 ## Audit Review Tabs
 
 The system displays Audit Review statuses based on the selected Allocations tab and audit workflow stage, helping you track review progress from Assigned through Pending Supervisor Review, Resolved, and Closed.
@@ -97,6 +102,18 @@ The system displays Audit Review statuses based on the selected Allocations tab
 | **Resolved**                  | Shows that the reviewer or supervisor completed the review process and reached a resolution.     | **Audit Review → My Evaluations** (after resolution).                                                     |
 | **Closed**                    | Shows that the system completed the audit review workflow and no further action is available.     | The system finalizes the audit review and prevents further actions.                                       |
 
+----
+
+# Processing Status
+
+Processing Status indicates whether Quality AI has completed conversation processing.
+
+| Status | Description |
+|--------|-------------|
+| **Processed** | Quality AI completed conversation processing. All audit insights and evaluation data are available. |
+| **Pending** | The conversation is waiting for processing. Only conversation metadata is available. |
+| **Validation Failed** | Quality AI could not process the conversation because validation failed. Conversation metadata remains available, but AI-generated analysis and evaluation data are unavailable. |
+
 ## Audit Screen Tabs
 
 The Audit Screen provides role-based access to evaluation, transcript review, audit history, and dispute management.