An agent’s report card shows their scores against the previous period, the parameters they need to work on, their calls and coaching notes from their team lead.
A report card is one agent’s performance over a period: how their score moved, which parameters cost them points, and the calls behind it. Team leads, QAs and admins leave coaching notes there, and the agent reads them on their own report card.In Ringg Analytics: Sidebar → Agents → click an agent. Agents open their own from Sidebar → My report card.
A team lead opens an agent, reads the report card and leaves a note on the parameter to work on.
Opening an agent's report card and leaving a coaching note on a parameter
1
Open the agent
On Agents, click the agent. A team lead can open only agents in their team.
2
Read the report card
Pick the period at the top right; the default is the last 30 days, compared with the 30 days before.
Arjun Mehta's report card
3
Leave a note
Click Coach on a parameter, or pick one in the Coaching panel (or leave it as General (no parameter)). Write what to do differently and click Post note.
The note shows “Not read yet” until the agent marks it read, and the agent’s Summary counts it under New coaching notes.
The official average, the change against the previous period, and for coaches the team and workspace averages
Scored calls, Fatal calls, Appeals
Calls in the period, fatal ones, and disputes raised and how many changed the score
Score trend
Average score per day for periods up to two weeks, per week beyond (India time)
Parameters
For each parameter, the share of its points the agent earned, the change, and the team’s share. The tick on each bar is the workspace average. Needs work lists parameters under 80% on at least 3 calls, and any fatal miss.
Focus areas
Up to three parameters that need work and three strengths, from parameters scored on at least 3 calls
Recent calls
The latest calls with their official score and dispute result. All calls opens Interactions filtered to the agent.
Coaching
Notes from the agent’s team lead, QAs and admins, newest first
Scores are official: a resolved dispute’s QA score replaces the AI’s. Parameters marked N/A or optional on a call don’t count toward it.
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Write what to do differently and click `,_jsx(_components.strong,{children:`Post note`}),`.`]}),_jsxs(Check,{children:[`The note shows “Not read yet” until the agent marks it read, and the agent’s `,_jsx(_components.strong,{children:`Summary`}),` counts it under `,_jsx(_components.strong,{children:`New coaching notes`}),`.`]})]})]}),`\n`,_jsx(Frame,{caption:`A coaching note waiting for the agent`,children:_jsx(OptimizedImage,{src:`https://mintcdn.com/ringgai-0da73d20/CZ_hnbckkb2zP9lz/media/analytics-report-cards/coaching.webp?fit=max\u0026auto=format\u0026n=CZ_hnbckkb2zP9lz\u0026q=85\u0026s=a770d60ca16b1d5a14592be447c1a272`,alt:`Coaching panel with a parameter picker, a note box with Post note, and notes from Kavya Nair, one pinned to Greeted the customer by name and marked Not read yet`,\"data-og-width\":`824`,width:`824`,\"data-og-height\":`1134`,height:`1134`,\"data-path\":`media/analytics-report-cards/coaching.webp`,\"data-optimize\":`true`,\"data-opv\":`3`,srcset:`https://mintcdn.com/ringgai-0da73d20/CZ_hnbckkb2zP9lz/media/analytics-report-cards/coaching.webp?w=280\u0026fit=max\u0026auto=format\u0026n=CZ_hnbckkb2zP9lz\u0026q=85\u0026s=24abbb01335ad8daade05e4b36d15b39 280w, https://mintcdn.com/ringgai-0da73d20/CZ_hnbckkb2zP9lz/media/analytics-report-cards/coaching.webp?w=560\u0026fit=max\u0026auto=format\u0026n=CZ_hnbckkb2zP9lz\u0026q=85\u0026s=3b40abe240a3e4bcc222021bb2248170 560w, https://mintcdn.com/ringgai-0da73d20/CZ_hnbckkb2zP9lz/media/analytics-report-cards/coaching.webp?w=840\u0026fit=max\u0026auto=format\u0026n=CZ_hnbckkb2zP9lz\u0026q=85\u0026s=622d5f0fb5e39994e726d3c7f1f86deb 840w, https://mintcdn.com/ringgai-0da73d20/CZ_hnbckkb2zP9lz/media/analytics-report-cards/coaching.webp?w=1100\u0026fit=max\u0026auto=format\u0026n=CZ_hnbckkb2zP9lz\u0026q=85\u0026s=08e5e0facda0f98ed8afebe987675093 1100w, https://mintcdn.com/ringgai-0da73d20/CZ_hnbckkb2zP9lz/media/analytics-report-cards/coaching.webp?w=1650\u0026fit=max\u0026auto=format\u0026n=CZ_hnbckkb2zP9lz\u0026q=85\u0026s=2fe7821be8c8e618131ed2c99fc73567 1650w, https://mintcdn.com/ringgai-0da73d20/CZ_hnbckkb2zP9lz/media/analytics-report-cards/coaching.webp?w=2500\u0026fit=max\u0026auto=format\u0026n=CZ_hnbckkb2zP9lz\u0026q=85\u0026s=f6da5929510fc16eedbe596a296493b1 2500w`})}),`\n`,_jsx(Heading,{level:`2`,id:`what’s-on-a-report-card`,children:`What’s on a report card`}),`\n`,_jsxs(Table,{children:[_jsx(_components.thead,{children:_jsxs(_components.tr,{children:[_jsx(_components.th,{children:`Section`}),_jsx(_components.th,{children:`Shows`})]})}),_jsxs(_components.tbody,{children:[_jsxs(_components.tr,{children:[_jsx(_components.td,{children:_jsx(_components.strong,{children:`Average score`})}),_jsx(_components.td,{children:`The official average, the change against the previous period, and for coaches the team and workspace averages`})]}),_jsxs(_components.tr,{children:[_jsxs(_components.td,{children:[_jsx(_components.strong,{children:`Scored calls`}),`, `,_jsx(_components.strong,{children:`Fatal calls`}),`, `,_jsx(_components.strong,{children:`Appeals`})]}),_jsxs(_components.td,{children:[`Calls in the period, fatal ones, and `,_jsx(_components.a,{href:`/analytics-platform/disputes/overview`,children:`disputes`}),` raised and how many changed the score`]})]}),_jsxs(_components.tr,{children:[_jsx(_components.td,{children:_jsx(_components.strong,{children:`Score trend`})}),_jsx(_components.td,{children:`Average score per day for periods up to two weeks, per week beyond (India time)`})]}),_jsxs(_components.tr,{children:[_jsx(_components.td,{children:_jsx(_components.strong,{children:`Parameters`})}),_jsxs(_components.td,{children:[`For each parameter, the share of its points the agent earned, the change, and the team’s share. The tick on each bar is the workspace average. `,_jsx(_components.strong,{children:`Needs work`}),` lists parameters under 80% on at least 3 calls, and any fatal miss.`]})]}),_jsxs(_components.tr,{children:[_jsx(_components.td,{children:_jsx(_components.strong,{children:`Focus areas`})}),_jsx(_components.td,{children:`Up to three parameters that need work and three strengths, from parameters scored on at least 3 calls`})]}),_jsxs(_components.tr,{children:[_jsx(_components.td,{children:_jsx(_components.strong,{children:`Recent calls`})}),_jsxs(_components.td,{children:[`The latest calls with their official score and dispute result. `,_jsx(_components.strong,{children:`All calls`}),` opens `,_jsx(_components.strong,{children:`Interactions`}),` filtered to the agent.`]})]}),_jsxs(_components.tr,{children:[_jsx(_components.td,{children:_jsx(_components.strong,{children:`Coaching`})}),_jsx(_components.td,{children:`Notes from the agent’s team lead, QAs and admins, newest first`})]})]})]}),`\n`,_jsx(_components.p,{children:`Scores are official: a resolved dispute’s QA score replaces the AI’s. Parameters marked N/A or optional on a call don’t count toward it.`}),`\n`,_jsx(Heading,{level:`2`,id:`coaching-notes`,children:`Coaching notes`}),`\n`,_jsxs(Table,{children:[_jsx(_components.thead,{children:_jsxs(_components.tr,{children:[_jsx(_components.th,{}),_jsx(_components.th,{children:`Who can`})]})}),_jsxs(_components.tbody,{children:[_jsxs(_components.tr,{children:[_jsx(_components.td,{children:`Write a note`}),_jsx(_components.td,{children:`The agent’s team lead, QAs, admins and the owner. 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