Coach your team with call scores and sentiment
Review per-person scorecards, open a coaching card for the habits to work on, read team trends over time, and work the coached-calls list without misreading a sampled bar.
Insights > Coaching turns finished call analysis into a scorecard per person, a coaching card of habits to work on, and the list of low-scored calls behind them. Start from the employee scorecards, open the coaching card for the person worth a session, then work their calls from the list below.
Who can see coaching data
The per-person numbers are a manager-level view. The employee scorecards and the Coachable calls and Missed conversions with coaching counts come from aggregates that require manager-level reporting; a colleague with a narrower role sees the scorecard section report that it could not load scores and the counts read zero. The Coached calls list follows call-log access, the same boundary that already shows call scores on Call Logs. That is the access boundary doing its job, not an outage — ask an administrator to review the role rather than retrying.
The same split holds on the Trends page: the calls-by-representative card, the team scoring trend, and the sentiment-vs-duration scatter are manager-level and say so, while the calls-by-extension card and the sentiment trend load for every role.
Choose a range and a grouping
Choose a range first. The quick segments are Last 7 days, This month, and Last 90 days; the flyout adds Today, Yesterday, This week, and Last 30 days. The page opens on This month, and the selection is written to the page address so a shared link reopens the same window.
When the phone system has representatives configured, a Representative / Extension toggle switches who the scorecards describe. It opens on Representative, falling back to Extension when nobody is mapped or the range produced no representative cards.
| Card | What it measures |
|---|---|
| Team call score | Average scorecard score (0–100) across the range, with the change against the prior period of the same length. |
| Coachable calls | Calls whose scorecard score is below 80. |
| Missed conversions with coaching | The below-80 calls that never converted and carry at least one coaching tip. Show unconverted calls filters the list to them. |
Read the employee scorecards
One card per representative — or per extension — ordered by average call score, lowest first. Each card shows the person’s scored-call count, average score for the whole range, the trend for the period, a bar per rubric criterion, and a Focus chip naming the criterion most worth working on.
The bars and the headline measure different sets: the average and the progress trend cover the whole range, while the criterion bars come from the most recent analyzed calls. When a range holds more calls than the sample covers, the note beside Employee scorecards says exactly how many it drew from and how far back they go.
Select Review coaching card to open the person’s coaching card; the Coached calls list below narrows to their calls at the same time.
Coach from the coaching card
- Coaching focus names the weakest criterion and its current score — coach from the criterion that lost the most weight, not from the overall number.
- What to focus on lists the coaching tips the analyzer produced on this person’s scored calls, voiced to the representative or to everyone answering on the extension.
- What’s working lists the criteria they already score well on.
- Example call is a real call where the focus came up — play the recording inline, read the summary, and select Review call to open the call drawer.
- Scoring progress plots the weekly score across the range with the point change for the window.
Coaching tips and per-criterion reasoning are produced by the same analysis pass that scores the call, so the tips a call carries follow from the scorecard that matched it. If the tips are not useful, change the scorecard’s criteria rather than the call.
Work the coached-calls list
Coached calls lists every call in the range that scored below 80, lowest score first, 25 rows per page.
- Narrow the list with the filter bar — representative, extension, category, classification, sentiment, or conversion status. On a narrow window the rest of the filters sit under More filters.
- Review the rows. Each shows the score, the caller, the time, the call length, who handled it, the classification badges, the one-line call summary, and how the customer and employee came across.
- Expand a row for a score per rubric criterion. Select the play button to stream the recording inline, or the scorecard icon to open the call drawer on the Scoring tab with the detailed scores already expanded — per-criterion score, weight, reasoning, and the quotes from the conversation the score was based on.
- View all calls opens Call Logs on the same range when you need every call, not just the low-scored ones.
Open the Trends page
Insights > Coaching > Trends is the Coaching group’s reporting page. It uses the same range selector as the Coaching page — quick segments Last 7 days, This month, and Last 90 days, with Today, Yesterday, This week, and Last 30 days in the flyout — opens on This month, and writes the selection to the page address so a shared link reopens the same window.
Two ranked-row cards split the range’s calls by sentiment:
- Calls by extension stacks each extension’s calls by overall sentiment for the busiest extensions in the range. Select a row to open Call Logs filtered to that extension on the same window, or View all calls for the whole filtered list. The subtitle counts analyzed calls — those carrying a sentiment classification — so the call log behind a row can hold more calls than the figure suggests.
- Calls by representative is the same breakdown credited to the representative identified on each call rather than the extension that answered it. It is a manager-level view. When some calls carry no identified representative, the card’s footer says how many and links to representative setup.
The trend panels below them:
- Scoring trends plots the daily team-average call score across every scored call in the range, weighted by each day’s call volume. Days with no scored calls render as gaps, not zeros. It counts whole days in your timezone, so a rolling range starts at the beginning of its first day and can cover a few more hours than the cards above. Manager-level.
- Sentiment trend plots daily averages of employee (solid) and customer (dashed) sentiment. Days with no sentiment data render as gaps, not zeros.
- Sentiment vs. duration plots one point per call, up to the 500 most recent in the range. Long calls low on sentiment usually mean friction; short calls high on sentiment usually mean an efficient answer. The panel also calls out the longest calls and the lowest-sentiment calls directly, and each of those opens the call. Manager-level.
Open the Leaderboard page
Insights > Coaching > Leaderboard is the full-screen version of the same per-extension comparison on the Coaching page. It is split into four top-10 tables:
- Overall — an equal-weighted composite of customer sentiment, employee sentiment, conversion rate, and talk time. The first-ranked row shows a trophy.
- Conversion Rate, Customer Sentiment, and Talk Time — the top performers for one metric each.
The page defaults to This month and groups the tables by Representative when representatives are configured; if no representatives exist, it defaults to Extension. A toggle switches between the two groupings. The same manager-access rule applies: the page shows the manager-required message if your role does not include manager-level reporting.
Expected result
The scorecards name the person worth a session, the coaching card gives the session its evidence, and the coached-calls list behind them names specific calls with specific reasons. Every number on the page reflects the range shown in the selector.
Troubleshooting
- The scorecard section reports it could not load scores, or the coachable and missed-conversion counts read zero while the list below fills in: Your role does not include manager-level reporting. The per-person aggregates and counts are manager-level; the coached-calls list follows call-log access. Ask an administrator to review the role for that phone system.
- The Leaderboard page, or a card on Trends, says it requires manager access: The same boundary applies to the page and to the calls-by-representative, scoring-trends, and sentiment-vs-duration cards. Ask an administrator for that phone system.
- Both counts are zero but calls are clearly being answered: No scorecard matched those calls, or none has finished analyzing. Check that an active scorecard targets that direction, duration, and category.
- A person’s criterion bars or tips look thin compared with their average: The bars and tips roll up the most recent analyzed calls in the range while the headline average covers the whole range. The note beside Employee scorecards says how many calls the bars drew from.
- A call has a score but no coaching tips: Tips are produced only when the analysis has something concrete to suggest. Nothing is missing.