---
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/australia/it-service-management/perf-quality-l1-sd-ai-spec.html
release: australia
topic_type: concept
last_updated: "2026-09-18"
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

## 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.

-   **Details tab**

    Fields include:

    -   Specific user
    -   Trigger
    -   Quality metric type
-   **Analytics tab**

    Fields include:

    -   Date
    -   Assignment group
    -   AIS worker
    Summary:

    -   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
    **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**
    -   Skills Awarded on Assessment Completion
    -   Assessments Created by Opportunity
    -   Virtual Coaches