Coaching without the digging: Question-level scoring across reviews

What’s new

The Reviews table has a new Questions tab on the Reviews, Agent Performance, and Agent Log-In screens. The existing tab shows one row per review. The Questions tab shows one row per question answered in those reviews, with these columns:

• Review Date
• Type
• Agent Name
• Reviewer
• Question Feedback
• Score (emoji rating questions also show a coloured face next to the score: green for full marks, amber for in-between, red for zero)

The Questions tab follows the filters you already have applied on the screen, including your scorecard and heatmap selection. If you’ve filtered the heatmap to a specific scorecard version, the Questions tab uses that version too.

Clicking a question in the heatmap (a column header, a cell, or a question in the heatlist) switches the table straight to the Questions tab for that question. Clicking an agent, reviewer or group row switches it back to the Reviews tab. The question or agent you’ve selected shows as a pill above the table, and you can remove it to widen the list.

On Agent Performance, the tab shows questions for whichever agent (or agents) you’ve selected. On Agent Log-In, agents see the questions from their own reviews.

Where to find it

1. Open the Reviews screen, Agent Performance (with an agent selected), or an agent’s own Agent Log-In reviews page.
2. Choose a scorecard in the filters or heatmap above the table.
3. In the Reviews table, click the Questions tab, or click a question in the heatmap to jump straight to it.

What this looks like in practice

• A QA lead looking into a low score: they open the Reviews screen, filter to last month and pick their main scorecard. In the heatmap, one agent’s cell for “Confirmed customer identity” is red. They click that cell, and the table below switches to the Questions tab showing every time that agent was scored on that question, with the score and reviewer feedback for each, in a single table. No need to open the reviews one by one.
• A team lead preparing a coaching session: they open Agent Performance, select the agent and pick a scorecard. They click the heatmap cell for the question the agent struggles with most. The Questions tab lists each of the agent’s answers to that question with what the reviewer said, ready to talk through in the session.
• An agent checking their own feedback: they log in, open their reviews and pick a scorecard. They click a low-scoring cell in their heatmap to see every time they were scored on that question and what their reviewer said about each one.

A few things worth knowing

• Pick a scorecard first. Question results are shown for one scorecard at a time. If no questions match your filters, you’ll see “No Questions found”.
• N/A answers are left out. Answers marked N/A aren’t listed on the Questions tab, so they can’t be mistaken for a score of zero. Greyed-out N/A cells in the heatmap can’t be clicked, and a note at the bottom of the table reminds you of this.
• Same permissions as the reviews table. You see questions from the reviews you already have access to. Users with access to all reviews see every agent’s questions; users limited to their own reviews see only questions from those reviews. Agents on Agent Log-In see only the reviews they’ve received.
• Some filters don’t apply. Filters that don’t relate to individual questions are ignored on this tab. They stay applied to the rest of the screen.

If you have questions or feedback, reach out to your Customer Success contact.