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Coaching & Growth tab

The 📈 Coaching & Growth tab turns the analysis into a coaching plan for the agent.

Coaching panel

Score trend​

How the agent's scores have changed over recent calls — improving, stable, or declining. A declining trend means the coaching isn't sticking (or the agent is struggling with new types of calls).

Strengths​

What the agent did well in this call. Start coaching conversations here — reinforce what's working.

Opportunities​

What the agent should improve — the specific gaps found in this call.

Action plan​

A checklist the agent (or coach) can work through. Each item can be checked off as it's completed, so you can track follow-through over time.

How to use it​

  1. Start positive — acknowledge the strengths.
  2. Pick one opportunity — don't overload; one improvement at a time.
  3. Set the action plan — tick items off as they're done.
tip

Use this tab as the coaching conversation: start with the strengths, then pick one opportunity from the action plan to focus on next. Revisit the call later to see if the score trend improved.