Quickly compare QA scores by Reviewer or Agent Group

What’s new

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.

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How to find it

1. Navigate to the reviews screen
2. You will see the new toggle as part of the heatmap

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What this looks like in practice

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.

A QA manager uses the Reviewer view during a calibration session to walk the team through how each reviewer is scoring across questions, and identifies where different people are interpreting a question differently.

A reviewer with Manage Own Reviews access switches to Reviewer mode and sees a single row, their own, showing their personal scoring breakdown across each question in the selected scorecard.

A team lead switches to Agent groups view to compare how the “Onboarding” and “Retentions” teams are scoring on the same scorecard, then clicks the “Onboarding” row to jump straight into that group’s reviews for the period.

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A few things worth knowing

• Access to the Reviewer view depends on permissions. Users with Manage All Reviews or View All Reviews will see all reviewers in the heat-map. Users with Manage Own Reviews will see the toggle but the heat-map will show only their own scoring row. Users without one of these permissions will not see the toggle.
• Visibility of the Agent groups view matches the default Agent view
• An agent can belong to more than one agent tag group, and because of this, the same review can appear in more than one group row. A footnote on the table explains this: reviews are counted per group if the agent is in that group and was reviewed in the period, so an agent in two groups is counted in both group totals, but not double-counted in the Overall row.

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