Ranked by composite score (configurable in Settings)
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Tier 3 Mini-Training & Shadowing Sessions
Mentored by James
The goal is to provide early exposure to Tier 3 (T3) tickets through structured mentoring and shadowing sessions. James will work closely with Ace and Praise, offering guidance and support as you build familiarity with complex ticket handling. Sessions will focus on identifying tickets appropriate for Ace and Praise to handle, including:
Complex T2 tickets likely to escalate to T3
T3 tickets that can be de-escalated at the T2 level
Training Plan
The structured training plan, session schedule, and milestones for Ace and Praise will appear here.
Coming Soon
Notes per Session
Documented by James
Training logs, including guidance provided, challenges discussed, and key takeaways from each session.
Coming Soon
Tier 3 Tickets Solved
Ticket references, examples, and case studies solved during Tier 3 training will appear here.
Coming Soon
Tier 3 Knowledge Base
SOPs, playbooks, escalation guides, and team documentation will be accessible here.
Coming Soon
Documentation Request Board
Submit and track requests for new documentation, SOPs, and knowledge base articles here.
Coming Soon
Reputation Management
Monitor and manage agent reputation metrics, customer feedback trends, and brand sentiment insights here.
Apply the same coaching entry to multiple agents at once.
Settings
Scoring Weights (must total 100%)
CSAT Score
%
QA Score
%
First Reply Time
%
Full Resolution Time
%
Performance Thresholds
CSAT — Good threshold (≥)
%
CSAT — Average threshold (≥)
%
QA Score — Good threshold (≥)
%
QA Score — Average threshold (≥)
%
How to Use Agent Scorecard
Overview
The Agent Scorecard is a performance management dashboard for Tier 3 customer support agents. It lets you track metrics, log coaching sessions, set goals, monitor projects, and generate reports — all in one place.
Track Performance
CSAT, QA, FRT, Resolution time, Tickets
Log Coaching
Sessions, action items, resolution notes
Set Goals
Targets with deadlines and progress bars
Review Scheduling
Cadences, overdue alerts, reminders
The header badge on the Agent Scorecard tab shows overdue review count. The Goals tab badge shows agents with deadlines coming up within 30 days. The bell icon in the top-right opens the notification panel with all overdue and upcoming alerts at a glance.
Agent Grid
The main view shows all agents as cards. Each card displays the agent's name, score ring, grade, CSAT, QA, FRT, and ticket count for the current month.
1
Click any card to open the full scorecard panel on the right.
2
Sort agents by Score, CSAT, QA, Tickets, or Name using the sort buttons.
3
Search by typing an agent name in the search box.
4
Filter by status using the dropdown: All, Active, On Leave, or PIP.
5
Needs Attention filter shows only agents with red or yellow CSAT/QA.
6
Hover over a card to reveal quick-action buttons: open scorecard, add coaching, and edit metrics — no need to scroll.
Score Ring
Circular progress ring on each card. Color-coded: green ≥ 80, yellow ≥ 65, red below 65.
Rank Badge
Number badge (e.g. #1) in the top-right corner showing the agent's leaderboard rank.
Crown Badge
A ♛ crown appears on the top-ranked agent's card.
Acknowledged Badge
A green ✓ badge appears when the agent has acknowledged their coaching notes.
Data Dot
A small colored dot indicates data completeness — gray means some metrics are missing.
vs Team
Small tag below the score showing how the agent compares to the team average (e.g. +4 vs team).
Review Countdown
Pill showing days until or since the next scheduled review: In 13d, Due today, 5d overdue.
Card border color
Left border color matches the grade — cyan (A), green (B), yellow (C), orange (D), red (F).
On LeaveAgent is currently on leave
PIPAgent is on a Performance Improvement Plan
⚠ overdueHas an overdue coaching review
◎ goal soonHas a goal deadline within 30 days
To add a new agent, click Add Agent in the section header and fill in the name, initials, status, and a password the agent will use to submit responses.
Scorecard Panel
Clicking an agent opens their full scorecard in the side panel. Use the time period buttons at the top to switch between This Month, This Week, and All Time.
Score Ring
Large circular score ring in the panel header shows the composite score at a glance, color-coded by performance.
Metric Cards
CSAT, QA Score, First Reply Time, Full Resolution, Tickets. Each shows a trend arrow (↑↓) compared to last week, and a team average tag. Hover for a glow highlight.
Click a metric
Expands a detail panel showing all three periods side-by-side and a monthly history chart (if QA history data is present).
CSAT / QA Charts
Doughnut charts that color-code performance. Click the ⤢ expand icon on any chart header to view it fullscreen.
QA Sparkline
A small 6-month QA trend line appears below the QA chart, giving a quick historical view.
Performance Trend
Bar chart showing CSAT vs QA across the three periods. If monthly QA history exists, it shows a line chart with coaching session markers.
Collapsible Sections
Click the ▾ chevron on any panel section header (Projects, Coaching Notes, Coaching Log) to collapse or expand it.
Coaching Heatmap
12-month grid showing coaching session frequency. Darker cells = more sessions that month.
Relative Timestamps
Dates throughout the panel show as "2d ago", "3h ago", etc. Hover to see the full date.
Copy Link
Click the link icon in the panel header to copy a direct URL to this agent's scorecard to the clipboard.
Review Schedule
Shows the review cadence and next review date. Click Schedule to set or update it.
Edit / Delete
The Edit button updates the agent's name, initials, status, or password. Delete permanently removes the agent and all their data (requires confirmation).
PDF Export
The PDF button prints the scorecard panel using your browser's print dialog.
Use ← → arrow keys to navigate between agents when the panel is open. Press Esc to close the panel.
Editing Metrics
Metrics can be updated manually from the scorecard panel or imported in bulk via CSV.
1
Open an agent's scorecard panel.
2
Click Edit Metrics in the Performance Metrics section.
3
Fill in values for This Month, This Week, and/or All Time columns.
4
Click Save Metrics. The overview bar and agent card update automatically.
CSAT / QA Score
Enter as a number 0–100 (e.g. 94.5)
First Reply Time
Enter as text with units (e.g. 10m or 1h 5m)
Full Resolution Time
Enter as text (e.g. 4h 30m or 2h)
Ticket Count
Enter as a whole number (e.g. 312)
Coaching Notes & Log
There are two separate coaching areas: Coaching Notes (a free-text manager memo) and the Coaching Log (structured session records).
Coaching Notes
1
Click Edit next to "Coaching Notes" to open the text editor.
2
Type your notes. They auto-save as a draft in your browser — you won't lose them if you accidentally close.
3
Click Save Notes to commit. The timestamp updates automatically.
Coaching Log
1
Click Add Entry to open the log form.
2
Fill in Date, Topic, Status, and optionally a Next Review date and Notes.
3
Add Action Items with optional due dates. Action items can be checked off later from the expanded row.
4
Click the ▼ expand arrow on any log row to see notes, action items, and review date.
5
When marking a session as Resolved, a Resolution Notes field appears to document how it was addressed.
Action Required
Needs follow-up; counts toward overdue alerts
In Progress
Being actively worked on
Resolved
Closed; excluded from overdue counts
Entry type colors
Log entries are color-coded by type: coaching, feedback, recognition, warning — shown as a left-border accent on each row.
Coaching Heatmap
Below the log, a 12-month calendar heatmap shows coaching frequency at a glance. Darker = more sessions.
Relative timestamps
Entry dates show as "3d ago", "1w ago", etc. Hover for the exact date.
Projects
Track ongoing improvement projects assigned to each agent. Each project has a title, status, priority, optional due date, and notes.
1
Click Add Project in the Current Projects section of the panel.
2
Fill in the title and set a status, priority, and due date.
3
Click the ✓ checkmark button on a project card to instantly mark it as Completed.
4
Use the pencil icon to edit, or the trash icon to delete (requires confirmation).
Priority colors
High · Medium · Low — shown as a left border color on the card
Overdue
Due dates in the past are highlighted in red with an "Overdue" label
Agent Response
Agents can log into their own scorecard, read their coaching notes, acknowledge them, and submit written responses.
1
Open the agent's scorecard panel and scroll to Agent Response at the bottom.
2
Click to expand it, then enter the agent's personal password and click Unlock.
3
Once unlocked, the agent can click Mark as Read to acknowledge their coaching notes.
4
The agent can type a response and click Submit Response. All past responses are shown in reverse chronological order.
Passwords are set when adding an agent and can be changed via Edit Agent Profile. Passwords are hashed — they cannot be recovered, only reset.
Goals Tab
Set performance targets for each agent with a deadline. The Goals tab shows progress toward each target based on the agent's current month metrics.
1
Click the Goals tab at the top of the page.
2
Find the agent's card and click Edit Goals.
3
Enter a Target value and an optional Deadline for CSAT, QA, First Reply, and/or Resolution Time.
4
Click Save Goals. The progress bar fills based on current metrics vs the target.
Green bar
≥ 90% of the way to the target
Yellow bar
70–89% of the way there
Red bar
Below 70% of target
✓ Goal Met!
Badge appears when the target has been reached (100%+)
The Goals tab badge (shown on the nav button) counts agents with a goal deadline within the next 30 days.
Leaderboard
Click the Leaderboard button to see a ranked view of all agents by composite score. The top 3 are shown in a podium layout with gold, silver, and bronze medals.
Podium
The #1, #2, and #3 agents are displayed as elevated podium cards above the ranked table.
Composite Score
Weighted blend of CSAT, QA, First Reply Time, and Resolution Time. Weights are configurable in Settings.
Tiebreaker
Agents with the same score are sorted alphabetically by name
Status badges
On Leave and PIP agents are labeled inline next to their name
Grade distribution
The overview bar above the grid shows a colored breakdown of how many agents are at each grade level (A–F).
Compare Agents
Select 2 or 3 agents to compare their metrics side by side.
1
Check the checkbox in the top-left corner of each agent card you want to compare (max 3).
2
A toolbar appears at the top of the grid — click Compare.
3
The comparison modal shows metrics for each agent, with the best value highlighted.
4
Click Clear to deselect all agents.
Team View
Click Team View to switch from cards to a compact table showing all agents at once. Click any row to open that agent's scorecard.
Sortable columns
Click any column header to sort. Click again to reverse order.
Sessions column
Total number of coaching log entries for that agent
Ack column
Whether the agent has acknowledged their latest coaching notes
Status column
Active, On Leave, or PIP badge
Last Updated
When the agent's record was last modified
Zendesk Tab
The Zendesk tab shows ticket volume and category breakdowns imported from Zendesk data. Use it to identify top-volume issue categories and weekly trends.
Date filter
4W, 3M, 6M, 1Y, or All — filters the charts and table to that window
Group filter
Filter to a specific Zendesk group
Min Volume
Only show categories with at least N tickets
Search
Filter the category table by keyword
Zendesk data is uploaded separately via the Import CSV workflow or populated directly in the KV store.
CSV Import
Bulk-update agent metrics from a spreadsheet export. Click Import CSV in the section header.
Required columns
agentName, period
Optional columns
csat, frt, rt, qaScore, ticketCount
period values
thisWeek · thisMonth · allTime
Name matching
The agent name in the CSV is matched against existing agent names (partial match allowed)
1
Drag and drop a .csv file into the drop zone, or click Choose File.
2
Review the preview table — rows marked Ready will import; errors will be skipped.
3
Click Import to apply the updates.
CSAT and QA Score must be between 0 and 100. Files larger than 1MB will be rejected.
Bulk Coaching
Apply the same coaching entry to multiple agents at once — useful for team-wide reminders or group sessions.
1
Click Bulk Coaching in the section header.
2
Enter a Topic and optional Notes.
3
Check or uncheck agents from the list.
4
Click Apply to Selected. A new coaching log entry (status: Action Required) is added to each selected agent.
Scoring & Grades
Each agent receives a Composite Score (0–100) calculated from their This Month metrics. Default weights are shown below — these can be customized in Settings.
Both scoring weights and performance thresholds can be adjusted in the Settings panel (gear icon in the header). Changes apply immediately and are saved in your browser.
Settings
Click the gear icon in the top-right header to open Settings. Changes are saved in your browser and apply instantly to all scores, charts, and card colors.
Scoring Weights
CSAT Weight
Default 30%. Increase to prioritize customer satisfaction in the composite score.
QA Weight
Default 30%. Increase to emphasize quality audit results.
First Reply Weight
Default 20%. Controls how much first response speed affects the score.
Resolution Weight
Default 20%. Controls how much full resolution time affects the score.
Performance Thresholds
CSAT Green / Yellow
Minimum CSAT % for green and yellow indicators. Below yellow = red.
QA Green / Yellow
Minimum QA Score % for green and yellow. Below yellow = red.
Weights do not need to add up to 100% — the score is normalized automatically. Reset to defaults at any time with the Reset button in the Settings modal.
Notifications
The bell icon in the header shows a badge count of active alerts. Click it to open the notification dropdown.
Overdue Reviews
Coaching log entries whose Next Review date has passed and are not yet resolved.
Goal Deadlines
Agent goals with a deadline within the next 30 days.
Unacknowledged
Agents who have not yet acknowledged their coaching notes.
Clicking a notification item in the dropdown opens the relevant agent's scorecard panel directly.