Note: To view Reports, your agent role needs the View Reports permission enabled — you don't need Manage Scorecard access to see this.
Reports are split into two sections: Overview, for account-wide trends, and Performance, for one agent at a time.
Overview
Pick a date range — it defaults to last 30 days — and you'll see:
- Snapshot — number of reviews, agents reviewed, tickets reviewed, and average review score.
- Scorecard Average Rating — a bar chart comparing average scores across your scorecards.
- Top Performing Agents — ranked by average rating.
- Lowest Scoring Criteria — the five lowest-scoring criteria ranked by average rating account-wide.
Performance
Pick any agent from the dropdown — and you'll see the same kind of breakdown scoped just to them: reviews, criteria, tickets, average score, their scorecard ratings, their lowest scoring criteria, and their Highest Scoring criteria
How dates are counted
Every number on both pages is counted against a review's original publish date — not when the ticket was created.
Even if a new scorecard is rated later for the same review, it's counted under the review's original publish date.
A note on scorecard changes
Renaming a scorecard or editing its criteria doesn't split your reports into "before and after" — a scorecard or criterion always shows as one continuous line, however many changes it's been through. Archived criteria and Inactive scorecards keep contributing their historical numbers