QA managers, team leaders and agents themselves can now see exactly where an agent performs well and where they fall short — broken down by scorecard question — directly within the Agent Activity and Agent Log-In screen, without custom reports or manual filtering.
This release is an extension of our previous question-level breakdown release for the Reviews screen, enhancing reporting across the Coach product.
Scorecard Performance summary
When viewing any agent, a new scorecard performance table shows each scorecard the agent has been reviewed on. For each scorecard you can see the number of reviews completed, the pass score, the average score, and pass rate trend over time — at a glance, in one place.
Question-level heatmap
Selecting a scorecard from the summary opens a heatmap showing pass rates per question. Colour coding makes it immediately clear which questions the agent consistently passes and which they struggle with, so coaching conversations can be specific and evidence-based rather than general.
Reviews table with question breakdown
The Agent Activity screen now includes the full reviews table for the selected agent. A Questions tab surfaces question-level detail across reviews, letting you move from aggregate patterns down to a specific interaction in a few clicks.
Agent self-view - Reviews Tab
Agents who log in to view their own activity now see their own scorecard performance and question-level results alongside their interactions — giving them a clear picture of where to focus their development. This is all stored in a new Reviews section, allowing agents to separate interaction metrics and review data.