Coaching
Coaching is part of the Call Compliance Agent. Managers leave timestamped comments on calls, and team members reply and acknowledge them.
Who can use it: Everyone. Owners, Admins, and Managers see the team view. Members see their own coaching.
Open Coaching in the sidebar. The page changes with your role:
- Managers see two tabs: Coaching and AI suggestions. See Coaching for managers.
- Members see their pending feedback, replies, and history. See Coaching for team members.
Review statuses
Each call carries a review status that moves as feedback is exchanged:
| Status | Meaning |
|---|---|
| Not Reviewed | No manager feedback yet. |
| Pending Review | A manager left a comment. |
| Agent Question | The agent replied to a comment. |
| Complete | The agent acknowledged the feedback. |
| Cleared by Manager | A manager cleared the item from the queue. |
Filter the Calls list by Review status to find calls at each stage.
Comment types
Comments carry a type. The defaults are Praise, Coaching, Question, Warning, and General. Admins can change them in Settings > Call scoring > Comments. See Call scoring.