Agent Highlights gives your team direct access to their own call feedback and performance insights, helping them learn, grow and stay engaged. Instead of waiting for one-on-one sessions or manual feedback rounds, agents can now review their own evaluations all within Voyc.

Here’s how it works: agents are invited to create their own Voyc accounts, giving them access to their own curated Voyc space. When a conversation includes an Agent Highlight workflow task, it can be released to the agent either when the task is assigned or once grading is complete, your choice. The agent can then view the conversation and respond directly to the feedback inside Voyc.

This creates a clear feedback loop between agent and manager. The two can discuss the feedback within the platform by leaving comments. Once the manager is satisfied, the Agent Highlight task is closed and the agent can no longer leave comments. Calls can remain visible indefinitely or only for a set period, depending on how access has been configured in your organisation.

In short, Agent Highlights makes coaching smoother, performance tracking easier and feedback loops faster across your organisation. It’s your shortcut to more confident agents and better customer conversations.

Before your team can start using Agent Highlights, a few setup steps are needed. You’ll need to:

Once completed, your agents will be able to log in, view their own evaluations and respond to coaching feedback directly in Voyc.

Setting up your organisation for Agent Highlights is done through the Agent settings tab:

This is where you’ll manage your agents' access to their Agent Highlights workspace and configure the conversations they can interact with.

You’ll see a list of your agents here (these names come from your uploaded calls). For each agent, you’ll find:

At the end of each row, you’ll find action buttons to manage their access:

You can control when conversations become visible to your agents and how long they stay accessible.

To enable your agents access to feedback through Agent Highlights, your workflow must include a specific Agent Highlights task. Without this task type, agents will be able to log in, but they won’t be able to view any feedback within Voyc.

Adding the Agent Highlights task creates a direct feedback channel between the agent and manager, allowing real-time collaboration and discussion on calls. This ensures that feedback isn’t one-sided and that both parties can engage before a call is closed.

Here’s how to add it:

You can invite agents one-by-one or all at once using a bulk import.

Managing agent access ensures only the right people have access to the Voyc Agent Highlights platform. From this page, you can control invitations, revoke access and keep your Agent Highlights environment secure and organised.

At the end of each agent’s row, you’ll find action buttons that let you manage their connection to Voyc:

Once invited, agents receive an email from Voyc with a secure link to create their account.

Here’s what happens on their end:

That’s it. Once logged in, they can access their released feedback directly in Agent Highlights.

🎉 Congratulations, Agent Highlights is now set up!

Your agents can now log in to their Voyc accounts, access their conversations and start engaging with their feedback directly.

To continue building on your setup, learn how to assign tasks and give feedback using Agent Highlights by reading this article:

👉 How to Assign Agent Highlight Tasks and Give Feedback

Agent Highlights transforms the way coaching happens in your organisation. By giving agents direct access to their own conversations and feedback, it creates a space for ongoing learning rather than once-off evaluations. Managers gain visibility, agents gain ownership and coaching becomes a two-way dialogue that drives measurable improvement.

Once set up, Agent Highlights keeps the feedback cycle alive and dynamic. It helps your team act on insights faster, communicate better and build a culture where improvement is continuous, not conditional.