The Coach Reviews heat-map previously only broke scores down by individual agent. It can now be grouped by reviewer or by agent group instead, so you can compare scoring patterns across teams or reviewers directly in the same heat-map view.
Agent / Reviewer / Agent groups toggle on the heat-map
The heatmap on the Reviews screen breaks down review scores by question. Now this includes a dropdown to split review results into comparable rows: Agent, Reviewer, and Agent Groups.
In Agent mode (the default), the heat-map shows average scores received per agent, exactly as it did before.
Reviewer view
Switching to Reviewer mode flips the first column from agents to reviewers, and the cells now reflect average scores given per question by each reviewer. Date range filters, scorecard selection, and colour scaling all carry through to both alternate views.
Agent groups view
Switching to Agent Groups produces an aggregated row for each agent group, showing the group name alongside a secondary label with the number of agents in that group. Cells show the average score per question across all agents in the group.
A QA lead opens the AI Scorecard heat-map, switches to Reviewer view, and immediately sees that one reviewer is consistently scoring 15% lower on the "Tone" question compared to the rest of the team. This pattern had been invisible without a custom export, it now takes seconds to surface.