Coaching
Team Coaching

Team Coaching

The Team Coaching dashboard is the central management interface for reviewing agent conversations, providing targeted coaching, and managing the team review queue.

Access: Organization Owners, Admins, and Managers.

Team Coaching Workbench

Navigate to Coaching > Team Coaching to access manager review tools.

Review Queue Filters

Filter team calls to identify priority coaching opportunities:

  • Duration Bands: Filter calls by length (e.g., under 2 minutes, 2–5 minutes, 5–15 minutes, 15+ minutes).
  • Emotion States: Filter calls exhibiting negative sentiment, frustration, or abrupt emotional shifts.
  • Risk Level: Target calls flagged as High Risk or Medium Risk.
  • Scorecard Threshold: Filter calls scoring below target thresholds (e.g., under 70%).
  • Review Status: View calls in not-reviewed, manager-feedback, or agent-question states.
  • Team Member: Scope results to an individual agent or entire group.

Reviewing a Call and Providing Feedback

Follow these steps to conduct a structured coaching review on a call:

Step 1: Open the Call Review Surface

  1. Select a call from the Review Queue or Calls list.
  2. Click Review Call or open the Quality Score & Coaching tab.

Step 2: Submit a Scorecard Review

  1. Select an overall star rating (1 to 5 stars).
  2. Enter an overall coaching summary recapping key strengths and improvement priorities.
  3. Click Submit Scorecard.

Step 3: Add Timestamped Inline Comments

  1. Click any line or timestamp in the call transcript.
  2. Select a comment category:
    • Praise: Acknowledge excellent execution or objection handling.
    • Improvement: Suggest specific alternative phrasing or actions.
    • Compliance: Highlight mandatory disclosure or procedural requirements.
    • Question: Prompt the agent to reflect on their conversational choice.
  3. Type your feedback and click Add Comment.

Step 4: Create Action Items

  1. In the coaching panel, click Add Action Item.
  2. Enter a clear, actionable Title (e.g., "Review objection handling script in playbook").
  3. Add an optional detailed Description and Due Date.
  4. Attach relevant Resource Links (e.g., internal documentation or exemplary call links).
  5. Click Create Action Item.

Step 5: Flag for Follow-up

  1. Click Flag for Follow-up.
  2. The call status updates to manager-feedback.
  3. Aila automatically sends an email notification with a direct call link to the assigned agent.

Managing Agent Responses and Queue Resolution

Handling Agent Questions

When an agent replies to an inline comment, the call status transitions to agent-question:

  1. Open the call from your Coaching Inbox.
  2. Review the agent reply beneath the timestamped comment.
  3. Post a follow-up response or mark the comment thread as Resolved.

Bulk Queue Actions

  • Bulk Clear: Clear resolved coaching items across multiple calls simultaneously.
  • Adjacent Call Navigation: Use Next Call / Previous Call buttons to review queues without returning to the main table.

Related Documentation

OverviewMy Coaching