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Heatmaps turn your call tags into a single grid: one row per division, team, or agent, one column per tag answer, and a color on every cell that shows how far it sits from your target. Click any cell to see its trend, or click a name to drill into the people behind it.
A published heatmap grouped by division with Handle Time, Escalated, Hold Count, and Issue Resolved columns, color-coded against targets
Heatmaps is enabled per company. If you do not see Heatmaps in the left navigation, ask your Customer Success Manager to turn it on.

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Who can do what

Access has two layers: a company-wide audience setting that decides who sees the tab at all, and per-person heatmap roles that decide who can build and publish. Agents can only ever see their own row, and only once the audience is widened to Everyone (including agents).

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Reading a heatmap

  • Rows are divisions, reporting-hierarchy levels, or individual agents, depending on how the heatmap was built. The All row at the top totals everyone you are allowed to see.
  • Calls is the number of calls in scope for that row over the selected window.
  • Columns come from your call tags. A tag with several answers (High / Medium / Low, True / False) gets one sub-column per answer showing the percentage of tagged calls with that answer. Numeric tags and Handle Time show a single Avg column.
  • Hover a column header to read what the tag measures and, if one is set, its target. Hover a cell to see the raw count behind the percentage, the tag’s coverage, and the change since the previous period.

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Changing the time window

Click a range button to move the window. 1d through 365d are rolling day counts ending on the last complete business day. Last month, Last quarter, and Last half snap to the most recent completed calendar period. The trend period always matches the window’s length.
Changing the window keeps everything else you have set: sort order, hidden columns, the agent search, and the minimum-calls filter.

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Drilling down

1

Click a row name

In a division or hierarchy heatmap, row names with a small arrow are clickable. Click one to see the agents (or the next level of teams) inside it.
Drilled into the West division, showing five agents with a breadcrumb of All and West above the grid
2

Use the breadcrumb to come back

The All > West trail above the grid takes you back up one level or all the way to the top.
3

Search when the list is long

Agent-level views include a Find an agent search box and paging controls when there are many rows.

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Full roll-up view

A reporting-hierarchy heatmap can be built as a full roll-up instead. Every level appears on one page, indented and collapsible, so you can compare a team lead in one region with a team lead in another without navigating back and forth. Use Expand all and Collapse all above the grid, or the caret next to any team.
A full roll-up heatmap showing a regional manager, two team leads, and their agents indented under each other
Click any cell to open its trend drawer.
Trend drawer for one agent's handle time showing this period versus previous period, a daily chart with the previous period shaded, and a ranking card
The drawer shows:
  • This period and Previous period values with the change between them, plus the target and tag coverage where available
  • A chart of the metric over both periods, with a dotted line marking where the current window begins
  • View this period and View this + previous period, which open the calls dashboard filtered to exactly the calls behind this cell
  • Where this person ranks within their team and within everyone in the heatmap
  • A collapsible Data table with the value and call count per day, week, or month
Click a column header (for example the True under Escalated) instead of a cell to see that metric for everyone in view, with Leading and Needs attention lists you can click through to individual trends.

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Shaping what you see

Type a number in Hide agents with fewer than … calls to drop low-volume rows. A chip shows how many agents are hidden, with a show all link to bring them back.
Every answer column has an eye icon in its header to hide it. A chip tells you how many columns are hidden. When a tag has a target on one of its answers, use the collapse icon on the tag header to show only the targeted answers, and the +N link to bring the rest back.Answers named “Not Applicable” are hidden by default. Use Show Not Applicable (N) above the grid when you need them.
Click the sort arrows in any column header, including Calls. Click again to flip the direction.
Once the grid looks the way you want, open Presets and click Save current view…. A preset remembers the window, drill position, sort, hidden columns, minimum-calls filter, and tree expansion.
The Presets menu open with a Save current view option
Owners and Editors can also Share with team so everyone sees the preset, and Make the default so it applies automatically when the heatmap opens. Changing anything after applying a preset clears the “Preset:” chip; the display choices stay.

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Exporting

Open Export in the top right and choose one of two CSV files.
The Export menu showing Grid (as displayed) and Data (analyst flat file) options
Exports are not available on draft previews, because the numbers there are samples.

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Building a heatmap

Owners and Editors create heatmaps. Click New heatmap in the top right.
The New heatmap form with Name, Data, Rows, Include agents who, filters, Divisions, and Columns sections
1

Name and shape

Give the heatmap a name your team will recognize, then choose:
  • Data: Live calls, Training simulations, or both.
  • Rows: Divisions (drill into agents), Reporting hierarchy (drill level by level), or Agents. For the hierarchy, pick One level at a time or Full roll-up as the layout.
  • Include agents who: everyone with any data, agents active in the last 31 days, or agents with 50 or more records in the last 31 days (useful for excluding test accounts).
2

Narrow the calls (optional)

Only include calls where… accepts the same filters as the calls dashboard, such as product, duration, or another tag’s answer. Leave it empty to include every call.Under Divisions, tick specific divisions to compare just those, for example North versus South.
A heatmap with call filters needs its own history built after publishing. See the Publish step below.
3

Pick columns

Tick the tags to measure. Use Find a tag… if the list is long. The picker also offers Handle Time, your QA items, and any combined metrics your company has defined.
4

Preview

Click Create draft preview. The heatmap opens immediately with clearly marked sample numbers so you can check the layout before any data is processed.
A draft heatmap with a Draft badge, a Sample preview banner, and Edit and Publish buttons
Use Edit to keep adjusting. Only you and other Owners and Editors can see a draft.
5

Publish

Owners click Publish. Editors click Submit for approval, and Owners are notified.What you see next depends on the heatmap:
  • No call filters, columns already used elsewhere: real numbers appear immediately.
  • A tag no other heatmap uses yet: a banner names the tags still loading. Recent days fill in first and the full history arrives after the overnight update.
  • Call filters set: the heatmap publishes right away and shows what is ready so far, with a banner until the overnight update completes (up to 24 hours).

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Changing a live heatmap

Edits to a published heatmap never touch the live version directly. Choose Edit heatmap (Owners) or Propose changes (Editors) from the … menu, make your changes, and save. Reddy creates a change request with its own sample preview.
A live heatmap with a yellow banner reading 1 pending change request and a button to open it
Owners see a pending change request banner on the live heatmap. Opening the request shows the proposed layout with Approve & publish and Decline buttons. The person who proposed it can Withdraw it instead.
A change request preview with View live version, Edit, Decline, and Approve and publish buttons
If several change requests are open for the same heatmap, approving one supersedes the others.

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The … menu

Use Switch heatmap to move between all published heatmaps and your drafts.

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Roles and audience

Owners open … > Manage roles to control who sees heatmaps and who can build them.
The Heatmap roles page with a Who can see heatmaps selector and a table assigning Viewer, Editor, or Owner to each person
Who can see heatmaps widens the audience one step at a time. Each step includes everyone from the steps before it:
  1. Owner
  2. Owner + editors
  3. All admins
  4. Admins + managers
  5. Everyone (including agents)
Below it, set each admin or manager to Viewer, Editor, or Owner. Roles apply to this company only.

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Targets

Targets decide the cell colors. They are set where the metric is defined, under Calibration, so a single target applies to every heatmap, every coaching goal, and every column at once.
  • For a call tag or QA item, open Calibration, find the item, and use the Target section on its page.
  • For Handle Time and combined metrics, open Calibration > Metrics.
  • From a heatmap, the small target icon next to a column header opens Calibration > Metrics. Handle Time and combined metrics are listed there. For a call tag or QA item, switch to the Calibration tab, open the item, and click the Edit link under its Target heading. The Edit item button at the top of that page changes what the tag measures, not its target.
Only tags that appear as items in Calibration can be given a target. If a tag you use as a heatmap column is missing from Calibration, ask your Customer Success Manager to add it.
The Set a target dialog with Applies to, Direction, Minimum, and Maximum fields
Managers who are not on the Calibration edit list can still propose a target. Their change appears under Target changes awaiting approval on the Metrics tab until an approver accepts it.
Coaching goals start at the metric’s target, so setting a target here also gives coaches a sensible default.

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Combined metrics

A combined metric merges several tags into one named true/false measure, for example “Successful Outcome” = outcome is sale AND objection handled is not false. Once defined it appears in the heatmap builder’s column picker and in the coaching goal picker. Open Calibration > Metrics. The tab lists your combined metrics, the built-in call metrics such as Average Handle Time, and any target changes awaiting approval.
The Calibration Metrics tab with a target change awaiting approval, an empty combined metrics table, and the built-in Average Handle Time metric
Click New combined metric.
The New combined metric dialog with Name, Match ALL or ANY, and a condition row for Tag, is, value
1

Name it

Use the name you want to see as a column header.
2

Choose how conditions combine

ALL conditions (AND) or ANY condition (OR).
3

Add conditions

Each condition tests one thing: a tag’s answer, a QA score, call duration (in minutes), product, or call type (live versus training). Click Add condition for more.
4

Create

Click Create combined metric. History is computed overnight; the metric shows as loading on any heatmap that uses it until then.
Combined metrics are columns only. They cannot be used as an “Only include calls where…” filter in the builder, and they never appear on the calls dashboard. A company can have up to 10 active combined metrics. Editing one rebuilds its history overnight.

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Renaming a metric and its answers

Long tag names and raw answers like “true” can make a grid hard to read. Open the item in Calibration and scroll to How this reads.
A Calibration item page showing its Options, a Target section, and a How this reads section with Name and What this measures fields
  • Name renames the metric everywhere: heatmap column headers, dashboard filters, and coaching goals.
  • What this measures appears when someone hovers the column header.
  • Answers lets you relabel each answer (for example “true” reads as “Sought to Understand”) and mark it Good — want more or Bad — want less. Good answers get green arrows when they rise; bad answers get green arrows when they fall.
Wording changes are presentation only. Saved filters, click-through call lists, and every number stay exactly the same.

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FAQ

Once a night. Each heatmap shows “Data through” the last complete business day in Eastern time. Calls from today appear after tonight’s processing. When a heatmap or a newly enabled company is still loading history, a banner says so and shows what is ready.
Heatmaps count every scored call in the window, while dashboard and report views may apply default filters such as a minimum call duration. Heatmaps also close each day at midnight Eastern. To reconcile, use the View this period button in a trend drawer, which opens the dashboard with the heatmap’s exact filters.
Heatmaps show tag answers exactly as they were stored. If a tag’s history contains both spellings, each becomes its own column so that click-through counts always match. Ask your Customer Success Manager about a one-off cleanup if the split matters to you.
A dash means no calls in scope for that row and window. A cell with no color means no target is set for that column. A warning triangle means the tag ran on fewer than half of the calls, so treat the number with care.
Arrows compare the window with the equal-length period before it. On a long window the comparison period may reach back before your call history begins, so there is nothing to compare against and the arrows are left off. Hover a cell and the tooltip says “no prior-period data”.
Managers see only agents in their reporting line. Check the Hide agents with fewer than … calls filter, and remember that a heatmap built with “Have records in the last 31 days” or “Have 50+ records” excludes quieter agents by design.
Yes. Set Data to Both (live + training) when building the heatmap, or build one heatmap for each and use Switch heatmap to flip between them.
Drafts and change requests show clearly labeled sample numbers so you can judge the layout. They are not your data. Real numbers load after publishing.
The chip means “this is exactly the saved preset”. As soon as you change the window, sort, or any filter the chip clears, but your current display choices are kept. Save again to capture the new state.

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Additional Resources

Manager Dashboard

Review individual agents and open the calls behind any heatmap cell.

Add Call Metadata

Send custom tags via API so they can become heatmap columns.