The Coaching section in Quality AI helps supervisors create targeted coaching sessions for agents based on evaluated interactions. Supervisors can assign individual or group coaching tasks, track completion, and measure improvement over time. Group Coaching Assignments enable QA users to identify multiple agents with similar performance gaps and create a single coordinated coaching intervention instead of repeating setup for each agent. Each agent receives an individual assignment without visibility into the group context. QA users can also mark agents for coaching directly from the audit screen. These marks are collected in the Marked for Coaching workspace, where QA users can group agents, define shared coaching attributes once, and dispatch assignments in bulk.

Group Coaching Assignment requires the QA Functionalities Access permission.

Coaching has three components:

Component	Who uses it	Purpose
Coaching Assignments (Supervisor)	Supervisor	Create and assign coaching tasks based on evaluated interactions.
Coaching Assignments (Agent)	Agent	Review assignments and work through marked interactions.
Coaching Monitor	Supervisor	Track progress and measure improvement across all agents.

Access Coaching Assignments

Navigate to Quality AI > Coach > Coaching Assignments > Assignments

Overview

Coaching Assignments has two workspaces:

Tab	Description
Assignments	View and manage all active coaching tasks assigned to agents (individual + group-based assignments).
Marked for Coaching	View agents marked for coaching during interaction reviews. Form groups and dispatch coaching assignments in bulk.

Assignments Tab

The Assignments tab lists all active coaching tasks assigned to agents for skill development and performance improvement.

Assignments List

Column	Description
Name	Coaching assignment name. Displays Group or Individual label under the name for visual distinction across Assignments and Monitor.
Coaching Area	Coaching attributes assigned. Additional areas display with the +N overflow tag (additional coaching attributes). Example, AU update Jan2, Attribute4 AU, and Attributes5 CU.
Assigned Date	Assignment creation date. Select the column headers to sort data in ascending or descending order.
Follow-up Date	Scheduled review date (sortable).
Status	Current completion state of the assignment.
View	Select the Eye icon to open the interaction-level conversation list for the assignment.

Status Values

Status	Who sees it	Meaning
Yet to Start	Supervisor	No interactions reviewed.
Start Now	Agent	No interactions reviewed.
In Progress	Both	At least one interaction reviewed.
Completed	Both	All interactions and best responses reviewed.

View Details Flow

The View action icon enables progressive details from a coaching assignment summary to conversation-level details and then to full audit information.

Level	View	What You See	Action	Description
1	Group View (for example, Delta Group)	Agents, coaching area, conversations, status, Agent ID search	Eye icon	Shows overall assignment summary at the group level
2	Conversation List	Date and time, queue, Kore score, audit score, View icon	Eye icon	Displays interaction-level records; selecting Eye opens the agent-specific interaction list for deeper review
3	Audit Screen	Transcript, conversation details, audit logs, overview	No further drill-down	Provides full audit information at the interaction level for analysis and coaching decisions

Search Bar

Use the search bar to find assignments by name.

Filter Assignments

Select Filters to open the filter panel and narrow the assignment list.

Filter	Description
Coaching Type	Filter by Individual Agent or Group Agents.
Status	Filter by one or more status values. Type to search and select.
Coaching Area	Filter by one or more coaching areas. Type to search and select.

Select Apply to confirm filters.

Create Coaching Assignments

Supervisors can create coaching assignments from the agent dashboard. Navigate to Quality AI > Analyze > Dashboard > Agent Leaderboard > Evaluation

Steps to Create an Assignment

Select the Evaluation tab on the agent dashboard.
Select an interaction to coach.
Select the vertical ellipsis (⋮) and select View.
- Enables review of AI insights, manual scoring, and audit details in one workspace.\
Select Add Coaching Assignment.
Select an agent interaction to assign coaching for. Each agent has a dedicated dashboard with high-level metrics visible to both agents and supervisors.
Enter a Name for the coaching assignment.
Select Coaching Area (add the attributes to focus on).
Interactions Marked for Coaching auto-populates from your evaluation tab selection.
(Optional) Add Best Responses from bookmarks:
Button Action
View Interactions Opens the audit screen for a selected interaction
Add Interactions Adds bookmarked interactions as best response examples
In Feedback, write your assessment — covering both strengths and areas for improvement.
Define Action Plan (steps for improvement).
Set a Follow-up Date for the coaching review.
Select Create. The assignment appears in the agent’s dashboard.

Button	Action
View Interactions	Opens the audit screen for a selected interaction
Add Interactions	Adds bookmarked interactions as best response examples

You can also mark agents for coaching directly from the audit screen. These appear in Marked for Coaching.

Marked for Coaching Tab

The Marked for Coaching tab is the workspace for managing agents flagged for coaching during interaction reviews. Use it to form coaching groups and dispatch assignments in bulk. Navigate to Quality AI > Coach > Coaching Assignments > Marked for Coaching

The tab has two sub-tabs:

Sub-tabs

Sub-tab	Description
Groups	Coaching groups created for bulk dispatch.
Individuals	Agents marked but not grouped or assigned.

Groups Sub-tab

The Groups sub-tab lists all coaching groups created by the QA User that are pending dispatch.

Column	Description
Group Name	Unique name of the coaching group.
Agents	Agents included in group.
Coaching Area	Shared coaching attributes assigned to the group (+N overflow).
Conversations	Total marked interactions for coaching across all agents in the group.
Assign Coaching	Dispatch assignments (enabled only if conversations exist).

The Assign Coaching action is only active for groups that have conversations added. Groups with 0 conversations show the action as grayed out.

Select + Add New Group to create a new coaching group.

Add New Group

Field	Description
Group Name	Unique name for the group. System validates it in real time vs. existing unsent groups.
Description	Enter a description of the coaching purpose.
Coaching Area	Add coaching attributes as tags.

Select Save to create the group. The system creates the group in a pending state and makes it available for selection in the group list.

Individuals Sub-tab

The Individuals sub-tab lists agents that QA Users mark for coaching but don’t add to a group or assign an individual coaching session.

Column	Description
Agents	Displays the agent’s name.
Coaching Area	Coaching areas associated with the mark, with overflow count tag.
Conversations	Number of conversations marked for this agent.
Assign Coaching	Select the Action icon to create an individual or group coaching assignment for this agent.

Select the Assign Coaching icon to open the New Coaching Assignment creation flow for that agent.

Coaching Marking Behavior

QA users can mark an individual agent for focused coaching (stored at the agent level) or add agents to a group, where coaching areas apply and are shared across all members. Users can later assign or manage coaching either directly at the agent level or at the group level. The dialog captures coaching intent during audit review and prevents users from marking the same agent and coaching area more than once.

Agent View of Coaching Assignments

Agents can access assignments from their dashboard. Navigate to Quality AI > Analyze > Coaching Assignments

Requires Agent Dashboard and Coaching Assignments permissions.

Agents only see individual assignments, even if created via groups. They can’t see any group context, and all assignments display the same, regardless of whether QA Users create them from a group or individually.

Assignment List

Field	Description
Name	Coaching assignment name.
Coaching Area	Attributes to focus on (+N overflow supported).
Assigned Date	Creation date.
Follow-up Date	Review schedule.
Status	Progress state.

Status Values

Status	Meaning
Start Now	No interactions reviewed.
In Progress	At least one interaction reviewed.
Completed	All interactions and best responses reviewed.

Assignment Details View

Selecting an assignment opens interaction-level details.

Interactions Marked for Coaching

Field	Description
Date	Interaction timestamp.
Coaching Area	Attributes identified for improvement, such as communication skills or compliance. (For example, Default Queue - Q1).
Queues	The queue where the interaction occurred.
Kore Evaluation Score	Auto QA score generated based on the evaluation form.
Audit Score	Score assigned by the supervisor during audit review.
Sentiment Score	Customer sentiment derived from the interaction.
View Action	Opens the audit screen for the selected interaction to view full interaction details.

Best Response Examples

Reference interactions from high-performing agents used for comparison during coaching.

Interaction Actions

Button	Action
View Interactions	Opens the audit screen for the selected interaction.
Add Interactions	Adds bookmarked interactions as examples of the best responses.

Feedback and Action Plan

Section	Description
Feedback	Supervisor assessment (strengths + gaps).
Action Plan	Steps for improvement.

Validation and Warnings

The system validates coaching areas and interactions before creating the assignment. If a coaching area isn’t mapped to one or more agents, or a conversation doesn’t match the selected areas, the system shows a warning and removes invalid items. Select Confirm to proceed, and then select Create to add the assignment to the agent’s dashboard.

Coaching Monitor

The Coaching Monitor gives supervisors a consolidated view of all assigned coaching sessions. It shows score trends, attribute-level progress, and Kore Evaluation scores, making it easy to evaluate coaching effectiveness and plan follow-up sessions without reviewing each agent individually. Navigate to Quality AI > Coach > Coaching Monitor.

To track attribute score trends in Coaching Monitor, you must enable Auto QA for automated interaction scoring.

Monitor Dashboard

Column	Description
Name	Agent who received the coaching assignment
Assigned Date	Date the coaching session was assigned
Follow-Up Date	Date of the next scheduled review
Agent Attributes	All attributes assigned for coaching; hover to see the full list
Agent Score Card	Agent’s current default scorecard score
Kore Evaluation Score	Auto QA score based on the evaluation form
Compare	Toggle to show score trends from the assigned date to today

Compare toggle: Enables a Spike/Dip indicator showing score improvement or decline from the assigned date to the current date, for both Agent Scorecard and Kore Evaluation Score.

Filter Coaching Sessions

Select the Filter icon to narrow results by date, attributes, agent groups, or specific agents.

Filter	Description	Default
Assigned Date	Date range when sessions were assigned	Last 7 days
Follow Up Date	Date range for scheduled follow-ups	Current date
Attributes	Agent performance attributes (searchable, multi-select)	All
Agent Group	Group or experience level (searchable, multi-select)	All
Agents	Specific agents (searchable, multi-select)	All

Select Assigned Date or Follow Up Date as the active date filter — only one can be used at a time.

Button	Action
Save	Saves filter settings for future sessions
Clear	Resets all filter selections

Agent Progress

Select an agent’s record to view their individual coaching progress, comparing scores at the time of assignment versus current scores.

Metric	Description
Attributes	All attributes assigned for coaching
Score at Assigned Date	Average attribute score over the 7 days before the assigned date
Current Score	Average attribute score over the past 7 days
Spike/Dip Indicator	Trend showing improvement or decline between the two score points

Modules

Platform Services

Administration

References

Coaching Assignments and Monitor

Access Coaching Assignments