> ## Documentation Index > Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt > Use this file to discover all available pages before exploring further. # Supervisor guide: the agent scorecard drill-down > How supervisors reach /quality/agents/[agentId], who can read it, what each panel shows, how it contrasts with the agent's own /me/scorecard, and the coaching loop from failed rubric to verified improvement. # Supervisor guide: the agent scorecard drill-down **Quality → Agents → \** is the supervisor's deep-link into one agent's outcomes: QA score, adherence, AHT, FCR, CSAT, and compliance flags in one view, with the LLM-judged rubric breakdown and the drill-down to the source interactions beneath it. This guide covers how to reach the page, who can read it, what each panel means, how it contrasts with the agent's own view, and the coaching loop it feeds. ## 1. Reaching the page Three paths land on the same scorecard: * **Quality → Agents** — the agents list links each row to that agent's scorecard. * **Quality → Leaderboard** — when a rank needs explanation, the board's per-agent drill opens the scorecard for that row ([Quality leaderboard](/guides/quality-leaderboard)). * **Quality → Recordings** — the agent chip on any recording opens the same page, so a recording you are listening to is one click away from the agent's full picture. ## 2. Who can read it — and what other roles see * **Owner, admin, and supervisor** can read any agent's scorecard. The check is enforced server-side; the UI never offers what the API would refuse. * **Every other role gets a 403**, and the page answers it with a friendly "Scorecard is private" empty state rather than a generic error toast — an out-of-scope reader sees that the page exists but is not theirs to open. * Agents never see each other's cards. An agent's own view is **My scorecard** ([/me/scorecard](/me/scorecard)); the contrast is in section 4. ## 3. What the page shows The **performance strip** carries six KPI tiles over a 7 / 30 / 90-day window (default 30). Every tile is computed server-side for the selected window: | Tile | What it shows | | - | - | | **QA score** | Mean of graded evaluations in the window, with the evaluated count. | | **Adherence** | Schedule-adherence percentage from the WFM feed; "—" when the agent had no scheduled shifts. | | **AHT** | Average handle time (talk-only), with the handled-call count. | | **FCR** | First-contact resolution: no callback from the same caller within 24 hours. | | **CSAT** | Mean satisfaction out of 5, with the response count. | | **Compliance** | Compliance flags raised in the window. | A metric the tenant does not capture yet renders as a dash, never an error. The **coaching card** turns the numbers into next steps: the weakest rubrics named as focus areas, flagged interactions linked to their source, and the agent's active coaching plan when one exists. The **rubric breakdown** is the LLM-judged view: overall pass rate with the scored count and average confidence, per-rubric rows sorted weakest-first, the top failure modes, and a daily trend. Treat a low-confidence rubric row as a spot-check prompt, not a settled verdict. **Drill-down to source interactions**: each evaluated interaction opens the source call on **Voice → Calls**; rubric rows continue to **Quality → Evaluations** filtered to the agent; the recordings behind those evaluations live under **Quality → Recordings**. ## 4. This page vs the agent's own scorecard | | **/quality/agents/\[agentId]** (this page) | **/me/scorecard** (agent self-view) | | - | - | - | | Reader | A supervisor reviewing someone else's outcomes | The agent, reviewing themselves | | Performance strip — QA, adherence, AHT, FCR, CSAT, compliance | Yes | No | | Coaching card with focus areas and flags | Yes | No | | Rubric breakdown, daily trend, failure modes | Yes | Yes, same data | | My performance panel — points, badges, rank | No | Yes | The rubric data agrees on both surfaces; only the framing differs. When an agent asks what you see, point them to [Read your own QM scorecard](/guides/my-scorecard). The full per-panel reference for this page is [Agent scorecard](/guides/agent-scorecard). ## 5. The coaching loop 1. **Open the scorecard** from a leaderboard rank, a low KPI tile, or a compliance flag. 2. **Identify the failed rubric** — the top row of the rubric breakdown is the weakest. Compare 7 days against 90 to separate a trend from a blip, and open the underlying evaluation before you conclude anything. 3. **Assign a roleplay in Practice** — under **Quality → Practice** (`/quality/practice`), assign the failed rubric as a roleplay so the agent rehearses it against an AI sparring partner before the next live conversation ([Practice Studio roleplay](/guides/practice-studio-roleplay)). 4. **Verify improvement** in **Quality → Evaluations** (`/quality/evaluations`): new graded conversations land in the ledger and the scorecard re-aggregates on read, so the following window shows whether the rubric recovered ([QA Evaluations](/guides/quality-evaluations)). ## See also * [My scorecard reference](/me/scorecard) — the agent self-view * [Read your own QM scorecard](/guides/my-scorecard) — the agent-side walkthrough * [Agent scorecard](/guides/agent-scorecard) — per-panel reference for this page * [Quality leaderboard](/guides/quality-leaderboard) — the ranking that drills into this page This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.