Agent QA at a glance: Heat-map analytics

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

NB: 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).

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.

Hover tooltips

Hovering over any cell shows a breakdown of the current and previous period scores, so you can assess trends without leaving the table.

Heat-map to reviews table

The heat-map doesn’t just show you the pattern — it lets you act on it directly. Clicking any column header or individual cell selects that question or agent, and the reviews table below updates to show only the matching reviews. You can go from “why is this question failing?” to reading the actual reviews in seconds, without changing screens or rebuilding your filters.

Versioning

This functionality is versioned. If you make changes to a scorecard, you will be able to select your new or old scorecard versions from a dropdown. If a version has no reviews associated with it, it won’t be available in the dropdown.

How to find it

1. Navigate to Coach > Reviews

2. Select a scorecard from the scorecard performance widget

3. The heat map will then display scoring related to that scorecard

4. You can select any cell in the heat map to filter by that agent or question in the below Reviews table

Impact for you

A QA manager filtering for their team’s scorecard results might notice:

• Agent A fails the “GDPR check” question significantly more often than their peers — flagging a potential compliance risk to address in their next coaching session
• After empathy training last month, Agent B’s scores on the “Tone and Empathy” question have improved consistently
• Three agents are all struggling on the same “Call Opening” question — suggesting a team-wide training need rather than an individual issue

The heat-map surfaces these kinds of patterns immediately, without needing to cross-reference individual reviews or build a separate report

More Details

• Permissions: Users with Manage Own Reviews access will only see data for reviews they’ve created. Users with View All Reviews or Manage All Reviews see the full organisation view.
• Scorecard version changes: If a scorecard has been updated, you can select which version’s scoring you’d like to view.
• Negative number results: If an agent has scored zero (or below zero) points on a given question, the heat-map cell for that question will display a 0% pass rate.

This release is for Coach customers. If you have any queries, please reach out to customer success.