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Review Search

Search for and view automatically generated performance reviews for individual agents and teams.

Accessing: Click the Search Reviews button on the main Reports page.

Reports vs Reviews

  • A Report (from Report Search) is the analysis of a single interaction (one call or one chat)
  • A Review is a summary document automatically generated by CallCoach that aggregates data from multiple interactions over a period (e.g., a week or a month) to provide a higher-level overview of performance

Info

Reviews are generated on a schedule (e.g., weekly, monthly) which can be configured by an administrator in General Settings under "Review Settings".

Search Form

  • Date Range — specify "From" and "To" dates to find reviews created within that period
  • Search Team Reviews (Toggle) — by default, the page searches for individual Agent reviews. Enable this toggle to search for Team reviews instead

Search Results

Results are displayed in a table with columns that change depending on whether you are searching for Agent or Team reviews.

  • Filter Records — a search box at the top right allows quick filtering of results. This search includes the content of the reviews, not just agent/team names.
  • View Report Button — opens the full review in a modal window
  • Drill Down Search Icon — next to each "View Report" button, this icon lets you view all the individual call reports that were used to generate that specific performance review

Review Details Modal

  • Team reviews display the overall team metrics and recommendations, followed by individual reviews for each agent in that team
  • Agent reviews display the review for that individual
  • Print/Save PDF Button — save the review as a PDF document

CallCoach provides seamless navigation between report types:

  • From Team Performance Analytics — use the blue search icons to go to individual call reports, or green icons to go to weekly/monthly reviews
  • From Weekly/Monthly Reviews — use the "Drill Down" search icons to go to individual call reports
  • All navigation automatically applies relevant filters (agent, date range)

Common Questions

I can't find a review for a specific agent/team.

Double-check the date range to ensure it covers the period when the review would have been generated. Make sure you have the correct "Search Team Reviews" toggle setting. Reviews are generated on a schedule, so they may not be available for all periods.

What does the Drill Down search icon do?

It takes you directly to the Report Search page with filters pre-applied to show the underlying call data that contributed to the review's analysis and recommendations.