Review & coaching
Score calls against a scorecard, book coaching sessions, read what customers said and see each agent’s results.
Where to find it
AI agents › Review & coaching
Open this screen
Steps
- Open 🤖 AI agents › Review & coaching. The page is titled “Quality & Coaching”.
- Read the tiles at the top: “Evaluations (30 days)”, “Average score” (with the pass mark), “Failed” and, for admins and managers, “Awaiting review”.
- Admins and managers score calls from the “Review queue” with “Score”.
- Further down: “Coaching sessions”, “What customers said”, “Calls worth hearing”, “Agent scores”, “Where the team is weakest”, “Calibration”, the evaluations list and “Coaching”.
- Agents see their own results under “My evaluations” and their own coaching sessions.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Review queue | Calls waiting for a review, longest and most negative first (admins and managers). | — |
| Possible mis-selling / Customers needing extra care | Calls flagged by phrase rules, with the words that matched (admins and managers). Shown only when something was flagged. | — |
| Automatic scoring | Words that let the system score scorecard items on its own (admins and managers). | — |
| Recording storage | How much recording storage is used, how fast it grows and where it levels off (admins and managers). | — |
| Agent scores | Per agent for the last 30 days: evaluations, average, failed, critical breaches and the sampling plan. | — |
| Where the team is weakest | Scorecard items ranked by failure rate. | — |
| Calibration | Calls scored by more than one reviewer, with the spread between their scores. | — |
| Coaching | Open coaching plans: objective, action, coach, due date and status. | — |
Troubleshooting
I do not see the review queue or “Score” buttons.
Only admins and managers review calls. Agents see their own evaluations.
It says “Nothing scored yet.”
No evaluation has been saved yet. An admin or manager scores a call from the “Review queue”.
Tips
- Calibration with a spread above 20 points means reviewers read the scorecard differently; agree on it together.
Good to know
- The review queue and scorecard need an active scorecard in your workspace.