Call Coaching

Call Coaching helps you review calls and improve how your agents perform, using feedback and highlights from real conversations.

Common tasks

1. Open Call Coaching from the left navigation under Call Management.
2. Select a call to review its highlights and feedback.
3. Note what worked and what to improve.
4. Update your agent's instructions or script based on what you learn.

Tips

• Coach against a few calls regularly rather than waiting for a big review.
• Share strong examples with your team so everyone follows the best approach.