Agents
The Agents section gives you full visibility into how your support team is performing, both as a group and individually. It's organized into three views: Agents, Reviews, and QA.
At a glance
| Per-agent performance table | ✅ |
| Workload, actions handled, median response time, estimated CSAT | ✅ |
| Sentiment change and rubric scores, color-coded | ✅ |
| Reviews: requested, approval rate, pending and rejected counts | ✅ |
| QA: score interactions against standardized rubrics | ✅ |
| QA rubrics configured in Settings | ✅ |
What you're looking at
Where Actions & Support tells you how the team is doing overall, Agents breaks the same work down to the person. Use it to spot who is carrying the load, who is fast but inconsistent, and who might need coaching, all in one place.
Agents
The main view is a performance table for every team member. At a glance you'll see each agent's workload, actions handled, median response time, estimated CSAT, resolution quality, sentiment change, and rubric scores, all color-coded so strong and weak performers stand out immediately.
How to read it: read across a row before judging a single number. A high workload with a slower response time is a different story than a slow response time on a light load. Sentiment change is the column to watch for quality: an agent whose conversations consistently end more positively than they started is doing something right.
Reviews
The Reviews tab tracks how each agent's work is reviewed before it goes live. You'll see total reviews requested, approval rate, and pending and rejected counts per agent, giving managers a clear picture of which team members consistently produce quality responses and which may need coaching.
How to read it: a low approval rate paired with a high request count usually means an agent is still ramping; a high approval rate means their drafts can likely be trusted with lighter review. Rising pending counts are a throughput signal: reviewers may be the bottleneck, not the agents.
QA
The QA tab is a quality-assurance audit dashboard. It lets managers evaluate agent interactions against standardized rubrics and scoring criteria configured in Settings.
How to read it: treat QA scores as a sample-based read on quality rather than a count of everything. Look for patterns across rubric criteria: if the same criterion scores low across many agents, the gap is usually in process or guidance, not in any one person.