Coaching hub is a Empower feature that provides a quick way to track your team's performance with little to no setup needed. In this guide, you’ll learn how to identify coaching opportunities, launch practice sessions, and customize skill evaluations for your agents.
Track team performance with Coaching Hub
1. Check team and agent performance
Analyze detailed breakdowns of individual and collective team performance across different dashboard pages.
The agents page
Use this page to monitor individual agent performance during a specific period.
- View Agents needing attention or identify your Top performers.
- Check the Agents global crafts breakdown to see the average of all crafts. You can easily filter these by proficient, improving, and needs improvement.
The team page
Use this page to get a collective overview of your entire team's skills.
- Review the Crafts overview to check the team's health percentage, total conversations, and performance trend.
- Identify the top 3 crafts that need improvement and your team's most proficient crafts.
- View the Team craft profile to see all collective crafts plotted on a visual schema.
Agent insights
Dive deep into a specific user's detailed performance profile.
- Review their overview, which contains a craft analysis, headline insights (overall and trend), strong and weak crafts, and key stats.
- Check for specific benchmark signals and risk signals (all linked directly to their call sources).
- Look at the Craft breakdown (via list or schema) to visually compare the user's active crafts against the overall team average.
2. Coach agents with Practice Sessions
Address feedback in real time by launching interactive sessions based on your agents' specific insights.
- Click on Practice session to start a pitch room call related to an agent's specific topics.
- Review the calls together to address feedback in real time.
- Create a new persona based on that agent's insights if needed.
3. Customize a new skill evaluation
Set up specific skill tracking for your agents' future calls.
- Go to Settings.
- Go to AI customization.
- Click on Create new.
- Add a name, a description, and a specific prompt.
- Assign the users you want to track.
- Save and enable it.
Once assigned, you don't need to do anything else. The selected users will automatically be evaluated on this new skill during their very next call.
🎉 You now know how to use Coaching hub and can effectively track and improve your team's performance!