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Our existing documentation on Reviews reporting can be found here

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As part of our existing Coach product, the Reviews screen has allowed you to view all reviews completed in EdgeTier, with the ability to filter by different criteria such as Reviewer or Scorecard, then click any review to open it.

We’ve now added a Scorecard Performance table to show you your review metrics broken down by scorecard. It shows:

• Number of reviews completed using each scorecard (in selected period v. previous period)
• Agent Count (How many distinct agents received reviews with these criteria?)
• Reviewer Count (How many distinct users created reviews with this scorecard?)
• Passing score (from scorecard settings)
• Average Score (earned in selected period vs. previous period)
• Pass rate (percentage of passing reviews/total reviews in this period)

Each row represents the performance of each scorecard in the timeframe you selected in the date picker — also including any other filters you applied at the top of the page. Any comparison figures shown are calculated for the previous period for that scorecard (for example: this week vs. last week; today vs. yesterday; last month v. the month before).

Select any scorecard from the table to filter the reviews list below. This will show all reviews completed using that scorecard during your selected time period (and with applied filters).

Want to create a scorecard to track performance for a specific use case, or assess your agents’ average score in a specific channel? This scorecard performance table will enhance the existing reviews functionality to provide you with better insights for coaching.

This feature is available to all Coach users with existing Reviews access.

Coach: Make Every Agent Super

Coming Soon

We hope you love this release! We’re working on expanding reviews reporting functionality even further, and you’ll see more changes in our upcoming releases.