Coaching
Overview

Coaching Overview

Aila's comprehensive coaching system helps managers provide structured feedback and helps team members track their development through systematic reviews, actionable feedback, and performance tracking.

What is the Coaching System?

The coaching system provides a complete framework for:

  • Structured Reviews - Scorecard-based evaluations with consistent criteria
  • Inline Feedback - Timestamped comments directly on call transcripts
  • Action Items - Trackable tasks with due dates
  • Acknowledgment Workflow - Two-way communication between managers and team
  • Performance Tracking - Trends and improvement over time

Coaching Workflow

1. Manager Reviews Call

Manager accesses a call and provides feedback:

  • Scorecard Rating - Overall 1-5 star rating
  • Inline Comments - Specific feedback at exact moments
  • Action Items - Specific tasks for improvement
  • Summary - Overall coaching message

2. Team Member Notified

When coaching is provided:

  • Email notification sent
  • Badge appears in navigation
  • Coaching inbox updated
  • Call flagged for review

3. Team Member Reviews

Team member sees:

  • Manager's overall rating
  • Specific feedback comments
  • Assigned action items
  • Areas for improvement

4. Acknowledgment

Team member can:

  • Mark coaching as reviewed
  • Respond to feedback
  • Mark action items complete
  • Request clarification

5. Ongoing Tracking

Both manager and team member track:

  • Progress on action items
  • Score trends over time
  • Improvement areas
  • Completed coaching sessions

Coaching Views

Team Coaching (Managers)

Managers use Team Coaching view to:

  • See all team members needing coaching
  • Review unacknowledged feedback
  • Track coaching effectiveness
  • Monitor team progress

Access: Coaching > Team Coaching

Learn more about Team Coaching →

My Coaching (Team Members)

Team members use My Coaching view to:

  • See all coaching feedback received
  • Review action items
  • Track personal improvement
  • View score trends

Access: Coaching > My Coaching

Learn more about My Coaching →

Team History (Managers)

Historical view of all coaching provided:

  • Completed coaching sessions
  • Acknowledged feedback
  • Resolved action items
  • Performance trends

Access: Coaching > Team History tab

My History (Team Members)

Personal historical view:

  • Past coaching received
  • Completed action items
  • Score progression
  • Improvement milestones

Access: Coaching > My History tab

Feedback Types

Scorecard Reviews

Overall call evaluation:

  • 1-5 Star Rating - Overall performance
  • Summary Comment - General feedback
  • Visibility - Shown at top of call
  • Purpose - High-level performance indicator

Inline Comments

Specific, timestamped feedback:

Comment Types:

  • Praise ⭐ - Highlight excellent moments
  • Coaching 📋 - Suggest improvements
  • Question ❓ - Ask for clarification
  • Warning ⚠️ - Flag serious issues

Best For:

  • Specific technique feedback
  • Moment-by-moment guidance
  • Teaching opportunities
  • Recognition of good work

Action Items

Trackable, assignable tasks:

  • Due Dates - Time-bound expectations
  • Specific Tasks - Clear, actionable items
  • Status Tracking - Pending, in progress, complete
  • Follow-up - Verify completion

Examples:

  • "Practice objection handling script by Friday"
  • "Review pricing guidelines before next call"
  • "Role-play discovery questions with peer"
  • "Listen to library call #1234 for example"

Coaching Best Practices

For Managers

Be Timely:

  • Review calls within 24 hours
  • Provide feedback while call is fresh
  • Don't let coaching pile up

Be Specific:

  • Reference exact moments (use inline comments)
  • Give concrete examples
  • Suggest specific improvements

Be Balanced:

  • Include both praise and coaching
  • Recognize good performance
  • Don't only focus on negatives

Be Actionable:

  • Clear action items with due dates
  • Achievable improvements
  • Resources for learning

Be Consistent:

  • Use same criteria for all team members
  • Regular coaching schedule
  • Follow up on action items

For Team Members

Review Promptly:

  • Check coaching inbox daily
  • Read feedback within 24 hours
  • Acknowledge receipt

Take Action:

  • Complete action items by due dates
  • Request help if unclear
  • Track your own progress

Ask Questions:

  • Seek clarification when needed
  • Request examples
  • Suggest alternative approaches

Show Improvement:

  • Apply feedback to next calls
  • Reference coaching in follow-ups
  • Track your own development

Coaching Metrics

Track coaching effectiveness:

For Managers:

  • Coaching frequency per team member
  • Response/acknowledgment rates
  • Average time to acknowledge
  • Score improvement trends

For Team Members:

  • Unacknowledged coaching count
  • Pending action items
  • Score trends over time
  • Improvement percentage

Notifications

Email Notifications

Sent automatically when:

  • New coaching feedback received
  • Action item assigned
  • Due date approaching
  • Coaching acknowledged (to manager)

In-App Notifications

Badge appears on:

  • Coaching navigation item (shows count)
  • Individual calls with new feedback
  • Action items tab

Notification Settings

Configure in Settings > Personal:

  • Email frequency (immediate, daily digest)
  • Notification types
  • Quiet hours
  • Opt-out options

Privacy and Access

Who Can See Coaching?

Scorecard Reviews:

  • Team member who handled the call
  • Manager who provided review
  • Organization admins
  • Other managers (if organizational setting enabled)

Inline Comments:

  • Same as scorecard reviews
  • Visible on call transcript

Action Items:

  • Team member assigned
  • Manager who assigned
  • Organization admins

Coaching History

All coaching is retained:

  • Full history available to both parties
  • Cannot be deleted (can be archived)
  • Exports available for records
  • Used in performance reviews

Acknowledgment Workflow

Purpose

Acknowledgment ensures:

  • Feedback was received and understood
  • Two-way communication
  • Accountability
  • Tracking completion

How to Acknowledge

Team Members:

  1. Open coaching feedback
  2. Review all comments and action items
  3. Click Acknowledge
  4. Optionally add response
  5. Feedback marked as acknowledged

Managers:

  • See acknowledgment status in Team Coaching
  • Receive notification when acknowledged
  • Can respond to team member's response

Unacknowledged Coaching

Highlighted in:

  • Badge count in navigation
  • Coaching inbox filtering
  • Manager reports
  • Team performance dashboards

Action Item Management

Creating Action Items

When providing coaching:

  1. Click Add Action Item
  2. Write specific, actionable task
  3. Set due date
  4. Assign to team member
  5. Save with coaching

Tracking Action Items

Team Member View:

  • See all pending action items
  • Mark items complete
  • Request deadline extension
  • Add progress notes

Manager View:

  • Monitor team action items
  • See completion status
  • Follow up on overdue items
  • Track effectiveness

Completing Action Items

  1. Team member completes task
  2. Marks item as complete
  3. Optionally adds completion notes
  4. Manager receives notification
  5. Can verify or request revision

Coaching Reports

Generate comprehensive coaching reports:

Individual Performance:

  • All coaching received
  • Score trends
  • Improvement areas
  • Action item completion rate

Team Overview:

  • Coaching frequency by manager
  • Team average scores
  • Common improvement areas
  • Response rates

Export Options:

  • PDF for performance reviews
  • CSV for analysis
  • Share links for stakeholders

Next Steps

Call QualityTeam Coaching