Coaching That Happens Automatically.
Not Whenever a Manager Has Time.
The Coaching Hub turns every scored call into actionable feedback — automatically delivered to the agent who handled it. Managers get a full view of team performance, coaching status, and improvement trends without building a single spreadsheet.
Auto-Coaching on Every Low Score
Set a score threshold. When a call falls below it, coaching is generated automatically — no manager required. The agent sees it within minutes of the call ending.
On-Demand Coaching Generation
Any manager or admin can open a scored call and click Generate Coaching. The result includes an overall summary, per-rubric feedback, and a short list of priority actions — written in your configured coaching voice.
Team Performance Summary
The top of the Coaching Hub shows average scores by rubric type for your entire team. Metrics below your target threshold are highlighted — tap any to jump straight to the scored calls driving that number.
Call-Specific Evidence
Coaching isn't generic. Every entry references the specific call — and the specific moment — where improvement is needed. Agents know exactly what the feedback is about.
Coaching Acknowledgment
Agents acknowledge coaching digitally, creating a timestamped record. Managers can see who has and has not reviewed their coaching without chasing anyone down.
Persistent Through Reprocessing
Once coaching is generated for a call, it is preserved even if the call is later reprocessed. Your coaching history stays intact.
Two Ways Coaching Gets Delivered
⚡ Automatic
When a call scores below your configured threshold, coaching is generated and delivered to the agent as soon as scoring finishes. No manager action required. The agent receives an in-app notification and optionally an email.
🎯 On-Demand
Managers and admins can generate coaching for any scored call at any time. Useful for high-value calls, performance reviews, or when you want a more detailed write-up than the automatic version provides. Regenerate any time with updated context.
Who Uses the Coaching Hub
See your coaching queue — calls with specific feedback tied to moments you can listen back to. Acknowledge each one when you've reviewed it. Know exactly what to work on before your next shift.
Review the Team Performance Summary each morning. See which rubric metrics are trending below target. Jump to the underlying calls. Generate coaching for any call without relistening to all of it.
Configure the coaching score threshold, set the coaching voice/tone, and decide which call types receive automatic coaching. Export coaching reports for HR or performance review documentation.
Related
Coaching That Reaches Every Agent
Most coaching programs reach maybe 20% of agents consistently. Book a demo and see how to get specific, evidence-based coaching to all of them — automatically.
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