Coach Your Team: Agent Scores, Weekly Report and Objections
Review agent profiles, weekly reports and objections, then use supporting calls to choose practical coaching actions.
Use Call Intelligence to find a specific coaching opportunity, review the call behind it and follow progress over time. Open AI → Call Intelligence and start with Agents.
Review a team member
- Choose a period such as 7, 30 or 90 days and review the team scores alongside call volume. Compare equivalent periods rather than relying on a single call.
- Open the agent's profile. Use Performance for trends, Coaching Plan for suggested focus areas and Recent Calls for examples.
- Open a relevant call, compare the analysis with the transcript or recording and choose one behavior to practice. Check that the recommendation fits the call's purpose.
Use the Weekly Report
Use Prev week and Next week to compare periods. Review top performers, Needs Attention, Hot Leads Lost, common objections, connection alerts and coaching recommendations.
Follow View Analysis to examine a supporting call. In coaching recommendations, Assign opens the agent's profile; it should not be treated as proof that a task or notification was sent. Discuss the agreed action with the team member through your normal process.
Turn objections into practice
Open Objections and filter by category. Sort by frequency, difficulty, low score or growth to choose a useful topic. Read the examples and open the associated analysis when you need context.
Review Suggested Response before using Copy. Adapt the wording to your actual services and policies; an AI-generated example can miss context. Practice the response with the team, then compare later calls for the same situation.
Interpret the findings carefully
An AI score is a starting point for review, not a complete performance assessment. Small call samples, incomplete transcripts and different call types can change the comparison. Connection alerts describe signals found in calls; they are not a confirmed diagnosis of a network or device fault.
Related guides: Call Intelligence · Post-Call Automations.