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The skill performance views show you how people performed in specific sessions. Use them to evaluate training effectiveness, identify skill gaps, and see who needs more practice.
Performance metrics reflect the specific sessions you have filtered to. When you change your date range, scenario, or group filters, the numbers update accordingly — performance answers “How did these sessions go?” for the exact context you’re looking at.For a stable, person-level measure of capability that doesn’t change with filters, see Skill Proficiency and Reports.

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Understanding Performance Metrics

Exec shows Best rather than Last because it surfaces what people are capable of at their peak. If someone’s most recent session was an off day, Best still captures their demonstrated ability.
When viewing aggregate tables, these metrics are averaged across participants: Avg. First, Avg. Best, and Avg. Lift (only participants with 2+ sessions contribute to Avg. Lift).

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Roleplay Analytics Summary Metrics

Navigate to Roleplays → Analytics in the left sidebar. The top of the page shows a summary of all sessions matching your current filters.
Participants and sessions answer different questions. If five people each practiced three times, Total Participants is 5 and Total Sessions is 15. The rank breakdown counts sessions, so those four numbers add up to Total Sessions, not to Total Participants.
All of these respect the filters below, so setting a date range gives you activity for that period.
The rank counts here are not the same as the ones in the Manager Digest email, which are scoped to the people you manage and to that digest’s period. See Digest Emails.
To see how many sessions a specific person completed, use the User × Skill heatmap further down the page, where each participant row shows their total session count. For a full per-session breakdown you can count or pivot yourself, export your session data as CSV.

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Skill Performance in Roleplay Analytics

Scroll past the summary metrics to find the skill performance views.
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Skill Performance Table

Shows one row per skill with aggregate metrics across all participants in your filtered view. Score cells are color-coded: dark green (90+), light green (75+), orange (50+), red (below 50). Use the Skip unpracticed toggle to hide skills with no sessions in your filtered view.

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Skill Drilldown

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Click any skill row to open a side drawer with detailed performance data for that skill:
  • Performance summary — Total participants, total sessions, average score, first, best, and lift
  • First Score Distribution — Bar chart showing how many participants’ first scores fell into each tier (Good, Fair, Needs Improvement)
  • Best Score Distribution — Same format for best scores
  • Participant table — Each person’s session count, first score, best score, and lift. Sortable by any column. Default sort surfaces who needs the most attention.
Click a participant’s name to open all their sessions for that skill in a new tab. Use the arrows at the top to navigate between skills.

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User × Skill Heatmap

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Below the Skill Performance Table, a heatmap grid shows every participant’s performance across every skill.
  • Rows — Participants (with avatar and total session count)
  • Columns — Skills (loads more as you scroll right)
  • Cells — Color-coded by average score, displaying the rounded percentage
Hover over any cell to see a tooltip with participant name, skill name, average score, session count, score distribution, and last session time.

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Heatmap Drilldown

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Click any cell to open a drilldown drawer for that specific person × skill combination:
  • Performance summary — Sessions, average score, first, best, lift, and score distribution
  • Recent sessions — The 5 most recent sessions with scenario name, time, and score badge. Click any to view the full session detail.
  • Assign Scenarios — Scenarios tagged with this skill. Select one or more and click Assign to send them directly to the participant.
Use Assign Scenarios to take immediate action. If someone is struggling with a skill, you can assign relevant practice scenarios right from the analytics view.

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Scenario-Specific Analytics

When you view analytics on a specific scenario page, the same skill performance views appear but are automatically scoped to that scenario. Navigate to your scenario and click the Analytics tab.

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Evaluation Criteria Heatmap

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Scenario analytics also includes an Evaluation Criteria Heatmap not available in the main Roleplay Analytics view. You may need to scroll down the page to view this. It shows performance at the individual criterion level:
  • Grouped by criterion (rubric section headers)
  • Each criterion row shows Avg. First Score, Avg. Best Score, and Avg. Lift
  • Criterion items appear as nested rows with the same metrics
This view helps identify which specific behaviors within a scenario are driving skill scores up or down.

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Skill Performance in Call Analytics

Call Analytics provides the same skill performance views as Roleplay Analytics, with a few differences.
  • Participants vs. Users — Call analytics uses “participants” because people on calls may not have Exec accounts
  • Call Categories vs. Scenarios — Filter by call category instead of scenario
The Call Skill Performance Table and Participant × Skill Heatmap work the same way as their roleplay equivalents.
To find skill information for Calls, head to Calls -> Dashboard, then click on the category that you’d like to view skills in. Scroll until you see Skill Performance.

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Score Attribution

How call skill scores are attributed to participants depends on how the scoring rubric is configured per criterion item:
Only participants who spoke during the relevant portion of the call receive the score. The most precise attribution method.
All internal participants receive the score regardless of who spoke. Useful for criteria that apply to the whole team (e.g., “Meeting was well-structured”).
The score is tracked at the call level only and is not attributed to any individual. It contributes to aggregate call analytics but doesn’t affect individual skill tracking.
Attribution is configured per criterion item in the scoring rubric, not per call. If you’re not seeing expected skill data for specific participants, check the attribution settings on the relevant criterion items.

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Getting Help

Need help? Contact us at [email protected] for guidance on using skill performance data to drive training decisions.