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. A Themes tab shows which improvement areas recur most across the team, month by month.
Call-Specific Feedback
Coaching isn't generic. Every entry is tied to the call it came from, with feedback on each rubric metric and a short list of priority actions — so 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.
Agents Can Find Any Coached Call
An agent’s search and filters cover every one of their calls that carries coaching — not just the ones under the current threshold — so last month’s feedback is never more than a search away.
Tasks That Reach the Agent
When a manager or the AI Coach puts something on an agent’s task list, a "You have a new task" prompt appears on whatever page they are on. A call still in manual review cannot be assigned, because agents cannot open it yet — the manager is told at the moment of assigning, not by the agent afterwards.
Policy-Required Behaviours Are Exempt
List the behaviours your policy requires — collecting a date of birth for a new account, say — and the AI stops flagging them as coaching issues. A task on another agent’s call needs an explicit confirmation, and gives the assignee view-only access to that call.
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 Benefits from Coaching Hub
For the Customer
You consistently talk to agents who've received specific, evidence-based feedback tied to real calls — not generic training — because coaching reaches every agent, not just the ones a manager had time to review.
For the Agent
You get call-specific coaching within minutes of a low-scoring call ending, referencing the exact moment that needs work, and you acknowledge it digitally so there's no ambiguity about what to improve.
For the Business
Coaching happens automatically on every call below your threshold, so managers no longer have to choose which handful of agents get feedback in a given week.
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What the Coaching Hub Looks Like
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.
Request a DemoNo commitment. Integration in 1 business day, fully operational within a week.