8 September, 2025

Reporting

We've updated further our reporting page for coaching, including the following metrics over time:

• Coached reviewees

• Total and completed action items

• Criteria discussed in coaching session

• Coaching session by reviewee

You can also filter by individual or group and select any time period to be redirected directly to the coaching sessions.

Coaching

We've updated the coaching session creation and added:

• Coach selection: Set up coaching sessions and assign to your team members for delivery.

• Filter evaluations by scorecard.

• Easy access to individual's past performance.

• Top-level quality performance metrics for selected period.

• Updated criteria view.

• Markdown support for all text.

• Ability to apply AutoCoaching on selected criteria.

Insights

We've done several updates and improvements across all evaluation insights reports:

• Filter results by scorecard.

• Sorting for root causes by trend and volume.

• Tooltips and better trend classifications.

• Open results in new tab and make filters persist, for easier exploration.

We've also added evaluation insights for evaluators (same view as admins) and reviewees, so agents can easily get insights for their own performance and group leaders can better track their teams.

Evaluations

Fixed evaluation scores table to handle HTML tags and skipped scores.