Coaching for managers
Leave timestamped feedback on calls, follow up on agent replies, and approve coaching suggestions from the Coaching page.
Who can use it: Owners, Admins, and Managers.
Give feedback on a call
- Open a call from Calls or from the Coaching page.
- In the transcript, click the comment icon on a line to comment on that moment. The comment keeps its timestamp (MM:SS), and you can edit or remove it.
- Choose a Comment type.
- Type your feedback under Add your feedback… and send it.
The call moves to Pending Review.
Follow up on replies
When an agent replies to a comment, the call moves to Agent Question and the Coaching tab shows the status Agent replied. Open the call from the list to read the reply and respond.
Use the Coaching tab
The Coaching tab shows every comment your managers left, with:
- Status (Open and Completed), By type, and Weekly activity charts. Click a chart segment to filter.
- A table with Agent, Contact, Call type, Comment, Type, Status, Manager, and Date.
- Filters for all, open, or completed, plus All agents, All managers, and All types, and a search box.
- Export CSV and Refresh.
Click Clear old items to clear comments older than 1.5 months. Cleared items stay visible with a Cleared status but leave the active queue.
Review AI suggestions
When automated coaching is on, the AI suggestions tab lists suggested comments from your coaching questions.
- Filter by agent, question, category, priority, or date.
- Click Jump to this moment in the call to hear the context.
- Click Approve to post the suggestion as a comment, Edit & Approve to change it first, or Dismiss to drop it.
Turn automated coaching on and tune it in Settings > Call scoring > Coaching. See Call scoring.