This article walks through the key views and controls available on the Agents page that help managers understand coaching activity, performance, and progress across both individual agents and agent managers. These views are designed to give clearer visibility into who is being coached, how teams are performing, and what data is driving those insights.

The Agents page supports both individual agent-level insights and aggregated manager-level insights.

By default, the data grid displays metrics for each individual agent, such as evaluations, module scores, and coaching activity.

To help leaders understand performance at a higher level, an Agent Managers tab is available on the data grid. This view aggregates data across each manager’s team, allowing you to quickly see metrics like average module scores by manager, total coached evaluations by manager, and overall team performance.

This view is especially useful for directors and operations leaders who want to compare coaching effectiveness and performance trends across teams without manually summing agent data.

Leaders can clearly control whether agent metrics include AI-scored evaluations or only human evaluations.

At the top of the Agents page, you’ll see an Include AI Scored Evaluations toggle. When this toggle is turned off (the default), all metrics reflect human evaluations only, ensuring clarity when reviewing coaching progress, scores, and completion rates. Turning the toggle on includes both AI-scored and human evaluations in the data.

This control helps eliminate confusion and ensures leaders understand exactly what data is informing coaching metrics.

The insights cards at the top of the Agents page provide a quick snapshot of coaching activity and performance. Here you can track total evaluations coached (or how many coaching notes have been submitted), as well as Quality and Compliance module scores.

These insights help leaders quickly understand coaching volume and trends before diving into agent- or manager-level details.