Coaching Overview

Aila Coaching provides a structured framework for managers to review calls, deliver targeted feedback, assign action items, and track team development.

Core System Capabilities

Scorecard Evaluations: Rate calls and evaluate criteria using standardized rubrics.
Timestamped Inline Comments: Anchor specific coaching notes to transcript timestamps.
Trackable Action Items: Assign tasks with due dates, descriptions, and resource links.
Two-Way Review Lifecycle: Manage feedback flow through formal review and acknowledgment states.
Development Analytics: Monitor individual progress, recurring coaching themes, and score trends.

Review Lifecycle and States

Aila tracks call review progress through five sequential lifecycle states:

[Not Reviewed] ---> [Pending Review (manager-feedback)] ---> [Complete (agent-acknowledged)]
                            |                                           ^
                            v                                           |
                   [Agent Question] ------------------------------------+

Status Code	Display Label	Description
`not-reviewed`	Not Reviewed	Call has been transcribed and scored by AI, but no manager feedback has been submitted.
`manager-feedback`	Pending Review	Manager submitted a scorecard review, left inline comments, or flagged the call for follow-up. An email notification is sent to the assigned agent.
`agent-question`	Agent Question	The agent replied with a question or request for clarification on a specific coaching note.
`agent-acknowledged`	Complete	The agent reviewed all notes, responded to comments, and acknowledged the coaching session.
`manager-cleared`	Cleared by Manager	Manager manually resolved or cleared the coaching item from the active queue.

Coaching Surfaces

1. Team Coaching (Managers)

The Team Coaching dashboard (/coaching) serves as the central management workbench:

Review Queue: Filter calls by duration bands, emotion transitions, risk levels, and scorecard criteria.
Team Coaching Inbox: Track unacknowledged reviews, agent questions, and pending action items.
Team History: Access historical coaching records and audit resolution rates across the organization.

See the Team Coaching Guide for full details.

2. My Coaching (Agents)

The My Coaching dashboard (/my-coaching) gives agents direct access to personal coaching:

Notification Badge: Displays real-time counts of unacknowledged reviews and open action items.
Call Reviews: Direct access to manager ratings, inline praise, coaching points, and critical flags.
Action Queue: Interactive task list with due dates and completion checkboxes.

See the My Coaching Guide for full details.

Automated QA Coaching

Aila automatically scans completed calls to generate suggested coaching questions and opportunities:

Question Triggers: Questions evaluate when specific call conditions are met (e.g., duration over 3 minutes, call score under 70%).
AI Analysis: Models evaluate discovery depth, objection handling, and compliance adherence.
Manager Approval: Managers review suggested questions in the coaching workbench and convert them into active coaching notes with one click.