Read agent scores
1
Go to QA
In the left navigation, select QA, then the Agent scores tab.
2
Read the table
Each row shows an agent’s number of evaluations, their average score, and how many were
flagged. Narrow to a date range if you want a specific period rather than all-time.
This is an aggregate — one average per agent, not a score-over-time chart. To see an
individual past evaluation, go back to the call in Recordings.
How an agent sees and acknowledges a review
An agent sees their evaluations in a My QA reviews card in their own workspace, with a badge counting unacknowledged ones. Opening one shows every question, their recorded answer, your comments, and your overall notes. Selecting Acknowledge marks it seen — there’s no way to un-acknowledge or require a re-acknowledgment later, and coaching follow-up beyond the notes field (an action-item list, for example) isn’t a separate feature today.Common problems
- An agent says they never saw a review. Confirm it was saved with status Submitted, not left as a draft — a draft evaluation never reaches the agent’s workspace.