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Our existing Coach documentation can be found here.

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We've just shipped a scorecard heat-map to the Reviews screen in Coach. This release will give you a team-wide view of how agents are performing on individual scorecard questions, making it easy to spot patterns, identify coaching priorities, and track improvement over time.

What's new

The scorecard heat-map

The heat-map sits on the Reviews screen and shows question-level performance across your agents in a single table. Each row is an agent, each column is a scorecard question, and each cell is colour-coded from green to red based on each agent’s pass rate for that question.

Instead of opening individual reviews to piece together a picture, you can now see at a glance:

• Which questions are consistently failing across multiple agents — pointing to a process or training gap rather than an individual issue
• Which agents are struggling on specific questions that others are passing — a clear coaching signal
• How performance has shifted between periods — each cell shows the current score alongside the previous period (while hovering over that cell) for direct comparison

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Previous period compares to the identical time span ending when your selected period begins. For example, if I select 7 days (01/03 - 07/03), the previous period will refer to the (21/02 - 28/02)

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Sorting

The table can be sorted by any question column, so you can immediately surface the questions with the lowest pass rates across the team and prioritise where to focus.

Critical question flagging

Questions marked as auto-fail in your scorecard are flagged with an icon in the heat-map header. This makes it easy to keep high-stakes compliance or quality questions front of mind when reviewing results.

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