Table of Contents
Overview
Coaching & Training is the performance development module of Sestek Conversational Intelligence. It gives supervisors a continuous, data-driven view of agent performance by combining quality evaluation results, acoustic metrics, and AI-generated coaching reports in a single interface.
Traditional coaching relies on manual observation and periodic spot evaluations. This approach does not scale in contact centers with large agent populations — gaps appear, struggling agents go unnoticed, and development plans lack objective grounding.
Coaching & Training addresses this through three capabilities:
- Automatic performance segmentation — who is a top performer, who needs coaching, and by how much?
- AI-generated individual coaching reports — personalized strengths, weaknesses, and training plans per agent per period
- Centralized evaluation feedback management — which form, question, or evaluator is generating the most feedback?
Who It Is For
| Role | Primary Use |
|---|---|
| Supervisor | Daily performance monitoring, coaching plan review, alert management |
| Quality Analyst | Form-based evaluation analysis, question performance tracking, feedback review |
| Agent | Accessing conversation simulations for self-directed practice |
Note: AI Coaching reports are available to Supervisors and Admins only. Agents do not have access to the Coaching Dashboard.
Supervisor Perspective
"Which of my agents needs attention today — and what exactly should I coach them on?"
Benefits
1. At-a-Glance Performance Segmentation
The Coaching Dashboard's General Tab shows two ranked lists side by side: Top Performers and Need Coaching. Supervisors do not need to manually review individual agent data — the system surfaces who requires attention on every login.
2. AI-Generated Coaching Reports
For each agent and coaching period, the AI Coaching Overview generates a structured report covering positive feedback, negative feedback, improvement areas, and a prioritized training plan. Supervisors can compare the current period's report against the previous period's targets to track whether the agent has actually improved.
3. Evaluation Quality Monitoring
The Quality Tab shows which AQM form questions are causing the most score loss across agents. If the same question consistently yields low scores, it may indicate a training gap, a form calibration issue, or a systemic process problem — all of which the supervisor can act on.
4. Feedback Centralization
The Feedback Tab aggregates all evaluation comments across forms, questions, evaluators, and conversations. Supervisors can search and filter to find patterns: which evaluator leaves the most feedback, which conversation type generates the most objections.
Agent Perspective
"How do I improve my communication skills using real conversation examples?"
Benefits
1. Conversation Simulation — Practice with Real Recordings
Agents can access selected conversation recordings through the Conversation Simulation feature. Each recording includes a full transcript and an audio player. Agents can listen, review their own communication patterns, and use Practice Mode to record themselves mimicking the conversation and receive a recognition score.
2. Self-Directed Development
Conversation Simulation is particularly effective for onboarding. New agents can study example conversations that represent best practices before handling live calls, reducing ramp-up time and building confidence through structured practice.
Important Notes
Edition Requirements
- AI Coaching — AI-generated reports, training plans, improvement area tracking — requires Premium edition.
- All other features — Dashboard, Quality Tab, Feedback Tab, Conversation Simulation, Email Alerts — are available in Standard edition.
AI Coaching Availability
AI Coaching reports are generated at the end of each coaching period by a background job. Reports are not available in real time. If the background job has not yet completed for the current period, the AI Coaching Overview will not display data for that period.
AQM Dependency
Quality Tab and Feedback Tab data is fully dependent on AQM evaluations having been completed. These tabs return empty results if no evaluations exist for the selected agent, form, or date range. The Coaching & Training module does not generate evaluation data on its own.