Review team members on the agent scorecard – Assembled

Plans and permissions:

View all scorecards: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards
View your own scorecard: Standard or Basic role, or a custom role with Agent scorecard set to View own scorecard
Change thresholds: Admin role
Managers can see thresholds but can’t change them.
Team Leads with teams on their profile see only the people on those teams.

Early access (Beta): The refreshed scorecard design is in early access, so it may still change, and we’d love your feedback. An admin can turn it on from Configure > Early access and send feedback from the same page. See Early access features.

Use the agent scorecard to review performance across your team, for example when you prepare for one-on-ones or coaching. Search for any team member, or step through everyone who matches your filters without leaving the page, and see each metric’s value, how it compares with its threshold, and its trend.

To open it, go to Report > Agent scorecard.

The Agent scorecards page, with the search box, filters, and date range, the team member bar, and the metric cards

Navigating the agent scorecard

Item	What it’s for
Search for an agent	Find a team member by name or email.
Sites, Teams, and Add agent filter	Narrow the team members you step through. People who don’t match your filters still appear in search results, marked (Not matching filters).
Date range	Change the dates. Use the arrows next to it to move back or forward. The page opens on the last full week.
Team member bar	Shows the team member’s channels, queues, site, skills, teams, and shift, and where they are in your filtered list, such as (1/8). Prev and Next move between team members. When you scroll, a smaller bar with their channels and queues stays at the top of the page.
Channel and Queue	Filter what the metric cards show.
Metric cards	One card per metric, with its value for the date range, how it compares with its threshold, and a trend chart. The chart is by hour for one day, by day for up to four weeks, and by week for longer ranges.
Manage thresholds	Opens threshold settings. The arrow next to it opens the other page actions. See Page actions.

How the agent scorecard works

The page opens on the first person who matches your filters.
The page has a Metrics section and a Timeline section, plus Copilot usage if your company uses Copilot. Timeline appears only if you can see the person’s schedule and agent states.
Metrics, thresholds, and the Activity timeline are calculated as described in Agent scorecard and Activity timeline. For percentages and rates, the card’s value is the average or rate for the period, not a total.
Thresholds apply to everyone at your company, for the Channel and Queue you have selected.
When you move to another team member, the dates stay the same, so you can compare people over the same period.
The order of the sections, the metrics you choose, and your timeline settings are saved for you only. They don’t change the page for anyone else.
Team members who open their own scorecard see My scorecard, with the same metric cards and Activity timeline, compared with your company’s thresholds. They can change the dates, the layout, the metrics they see, and the timeline settings, and download their timeline data. They can’t search for or move to other people, and they can’t change thresholds. See My scorecard.

Find a team member’s scorecard

Go to Report > Agent scorecard.
In Search for an agent, enter part of the person’s name or email, and select them from the list.
Optional: to narrow the team members you step through, use the Sites and Teams filters next to the search box, or select Add agent filter.
Optional: change the date range at the top of the page.

The team member’s scorecard opens, with their details in the team member bar. If you select someone marked (Not matching filters), your agent filters are cleared.

Move between team members

To go to the previous or next team member who matches your filters, select Prev or Next in the team member bar, or press the Left Arrow or Right Arrow key.

Prev and Next aren’t available while you’re viewing someone you found with Search for an agent. To step through your filtered list again, clear the search box.

Reorder the sections on the page

Select the arrow next to Manage thresholds, then select Manage layout.
Drag the sections into the order you want, or use the up and down arrows next to each one.
Select Save layout.

The Manage layout dialog, with Metrics, Timeline, and Copilot usage in order, and the Save layout button

To keep the Activity timeline at the top of the page, move Timeline above Metrics. To go back to the default order of Metrics, Timeline, and Copilot usage, select Reset to default order, then Save layout. The dialog lists all three sections, even one that isn’t on your page, marked Not shown for this scorecard.

Page actions

Manage thresholds is in the page header. The other actions are in the menu that opens from the arrow next to it.

Action	What it does
Manage thresholds	Opens threshold settings for the selected Channel and Queue. Admins can change them, and the change applies to everyone at your company. Managers see the current thresholds but can’t change them.
Manage layout	Changes the order of the sections on the page, for you only.
Choose metrics	Chooses which metric cards you see.
Timeline settings	Changes what the Activity timeline shows for you.
Download timeline data	Exports agent states as a CSV file, for this team member, everyone, or people you choose, between a start and end time. It’s unavailable while you’re editing agent states.
Download Copilot usage	Exports a CSV file of Copilot usage for your team for the selected dates. It appears when your company uses Copilot.