The Coaching section in Quality AI helps supervisors and QA users identify performance gaps, create coaching assignments, track completion, and measure improvement over time.
QA users can create individual assignments for a single agent or group assignments for multiple agents with similar coaching needs. They can also mark agents for coaching during audit reviews. These recommendations display in the Marked for Coaching workspace, where QA users can organize coaching candidates, create coaching groups, and assign coaching in bulk.
Agents receive and complete coaching assignments individually. The system doesn’t show group membership or other group-level information to agents, even when assignments are created through a group coaching workflow.
Only users with
QA Functionalities Access can manage coaching candidates, create coaching groups, assign coaching, or monitor group-level progress.
| Component | Who uses it | Purpose |
|---|
| Coaching Assignments | Supervisor and QA Users | Create, manage, and assign individual or group coaching assignments based on evaluated interactions. |
| Marked for Coaching | Supervisor and QA Users | Organize coaching candidates into groups, manage marked interactions, and generate coaching assignments in bulk. |
| Coaching Monitor | Supervisor and QA Users | Track assignment progress, measure coaching effectiveness, monitor score improvements, and analyze group coaching outcomes. |
| Coaching Assignments | Agents | Review assigned coaching activities, interactions, feedback, action plans, and best-response examples. |
Role-Based Access
| Area | Agent | Supervisor / QA User | Required Permission |
|---|
| Coaching Assignments | View and complete assigned coaching sessions. | Create, manage, and track individual and group coaching assignments. | — |
| Marked for Coaching | View only (if permitted). | Manage coaching candidates, create coaching groups, and assign coaching in bulk. | QA Functionalities Access. |
| Coaching Monitor | No access. | Track coaching effectiveness, progress, and performance trends. | — |
| Group Coaching Assignments | Receive and complete individual assignments only. Group details aren’t visible. | Create and manage group coaching assignments and workflows. | QA Functionalities Access. |
Access Coaching Assignments
Navigate to Quality AI > Coach > Coaching Assignments > Assignments.
Coaching Assignments has two workspaces:
| Tab | Description |
|---|
| Assignments | Manage all active coaching tasks assigned to agents (individual + group-based assignments). |
| Marked for Coaching | Manage coaching candidates, groups, and bulk coaching workflows. |
Assignments Tab
The Assignments tab lists all active coaching tasks assigned to agents for skill development and performance improvement.
Assignments List
| Column | Description |
|---|
| Name | Displays the coaching assignment or assignment group name. |
| Coaching Area | Displays the coaching topics associated with the assignment. The system displays additional coaching topics as a count badge (for example, +2). |
| Assigned Date | Displays the assignment creation date. |
| Follow-up Date | Displays the scheduled follow-up date for coaching review. |
| Status | Displays the current coaching assignment status. |
| View | Displays the overall coaching assignment at the group level. Selecting the Eye icon opens the list of agents and conversations included in the assignment. |
Status Values
| Status | Who sees it | Meaning |
|---|
| Yet to Start | Supervisor | Agent hasn’t reviewed any interactions. |
| In Progress | Both | Agent has reviewed at least one interaction. |
| Completed | Both | Agent completed all assigned interactions and best responses. |
Assignments Detail Flow
The View icon provides progressive access from a coaching assignment summary to conversation-level details and then to full audit information.
| Level | Screen | What You See | Action | Description |
|---|
| 1 | Assignment Conversations | Assigned agent, coaching area, conversation count, status, Agent ID search | Eye icon | Displays agents associated with the selected coaching assignment and the number of conversations assigned for coaching. Selecting the Eye icon opens the interaction-level conversation list for the selected agent. |
| 2 | Conversation Evaluations | Conversation date and time, queue, Kore Evaluation Score, Supervisor Audit Score | Eye icon | Displays individual conversation records assigned to the selected agent. Selecting the Eye icon opens the detailed audit evaluation for the selected conversation. |
| 3 | Audit Details | Conversation transcript, evaluation results, audit parameters, score breakdown, comments, coaching feedback, audit history | No further drill-down | Displays complete audit and evaluation information for the selected interaction to support quality review, coaching, and performance analysis. |
Filters
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 results by one or more status values. Type to search and select one or more statuses. |
| Coaching Area | Filter results by one or more coaching areas. Type to search and select one or more coaching areas. |
Create Coaching Assignments
Supervisors can create coaching assignments from the agent dashboard.
Steps to Create an Assignment
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Navigate to Quality AI > Analyze > Dashboard > Agent Leaderboard > Evaluation.
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Select the Evaluation tab on the agent dashboard.
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Select an interaction to coach.
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Select the vertical ellipsis (⋮) and select View.
This opens AI insights, manual scoring, and audit details.
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Select an agent interaction to assign coaching for. Each agent has a dedicated dashboard with high-level metrics visible to both agents and supervisors.
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Select Add Coaching Assignment.
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Enter a Name for the coaching assignment.
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Select Coaching Area and add the attributes to focus on.
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Verify that the Interactions Marked for Coaching section based on your selection in the Evaluation tab.
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(Optional) Add Best Responses from bookmarks using the following actions:
| Button | Action |
|---|
| View Interactions | Opens the audit screen for a selected interaction. |
| Add Interactions | Adds bookmarked interactions as best response examples. |
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In Feedback, write your assessment covering both strengths and areas for improvement.
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Define Action Plan steps for improvement.
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Set a Follow-up Date for the coaching review.
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Select Create. The assignment displays in the agent’s dashboard.
You can also mark agents for coaching directly from the audit screen. These displays 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 organize coaching candidates, form coaching groups, and dispatch assignments individually or in bulk.
Navigate to Quality AI > Coach > Coaching Assignments > Marked for Coaching
QA users with QA Functionalities Access can:
- Mark agents during audits
- Create coaching groups
- Add agents to existing groups
- Create individual assignments
- Dispatch group assignments
- Remove coaching marks
Sub-tabs
The workspace contains two sub-tabs:
| Sub-tab | Description |
|---|
| Groups | Coaching groups created for bulk dispatch. |
| Individuals | Agents marked but not grouped or assigned. |
Marking Agents During Audit
During conversation review, QA users can select Mark for Coaching from the audit screen. The system creates a coaching mark for the evaluated agent, prevents duplicate active marks by the same user, adds the agent to the coaching candidate pool, and makes the mark available in the Marked for Coaching workspace.
Groups Sub-tab
The Groups sub-tab lists all coaching groups that QA users create, which are all pending assignments.
| 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 | Dispatches coaching assignments. Active only for groups that have conversations added. Groups with 0 conversations display the action as grayed out. |
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. |
Individuals Sub-tab
The system lists agents marked for coaching in the Individuals sub-tab when QA users haven’t assigned them to a coaching group or 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 Assign Coaching column option to create an individual coaching assignment for the 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
Coaching Assignments helps agents a centralized view of all coaching sessions assigned by supervisors. Agents can track coaching progress, review interactions marked for coaching, compare best-response examples, track evaluation acknowledgements and dispute activity, and review feedback and action plans from a single workspace.
When you enable Agent Accept & Dispute, the system updates the coaching status to reflect the review state of linked evaluations.
Navigate to Quality AI > Analyze > Coaching Assignments
Agents requires Agent Dashboard and Coaching Assignments permissions to access this page.
Coaching Assignments List
The Coaching Assignments list displays all coaching sessions assigned to the signed-in agent. Agents only see their own assignments, even when supervisors create assignments using groups.
| Field | Description |
|---|
| Name | Name of the coaching session. |
| Coaching Area | Attributes or skills selected for coaching. Multiple areas display as tags with overflow count support (for example, +N overflow supported). |
| Assigned Date | Date the supervisor assigned the coaching session. |
| Follow-Up Date | Scheduled review or follow-up date. |
| Status | Current progress state of the coaching session. |
Status Values
The Status column tracks the progress of each coaching assignment based on interaction review activity and dispute workflow status. Agents and supervisors can see status updates dynamically as reviews, acknowledgements, or disputes progress through the coaching lifecycle.
| Status | Visible To | Description |
|---|
| Start Coaching | Agent | Coaching is ready to begin. No interactions review started. |
| Yet to Start | Supervisor | No interactions review started. |
| In Progress | Both | The auditor has reviewed at least one interaction. |
| Completed | Both | All required interactions and best responses reviewed. |
| Pending Agent Review | Both | One or more interactions in this coaching session have a manual evaluation pending the agent’s acknowledgement or dispute response. |
| Pending Supervisor Review | Both | The agent has disputed one or more metric scores in this coaching session and the QA’s re-evaluation is pending. |
The system displays Pending Agent Review and Pending Supervisor Review only when you enable Agent Accept & Dispute in Quality AI > Settings > Quality AI General Settings and configure disputes in the evaluation form for the associated interactions.
Coaching Session Details
Selecting a coaching assignment opens the session detail view, where agents can review the coaching information provided by their supervisor or QA evaluator.
The agent can view coaching assignments, coaching areas, interactions, best response examples, feedback, action plans, and review status, but can’t modify coaching content, scores, feedback, or action plans.
Coaching Areas
Displays the focus areas identified for the coaching session, such as Empathy, Compliance, Product Knowledge, Communication Skills, Etiquette, or Problem Solving. Agents can view these coaching areas but can’t modify them.
Interactions Marked for Coaching
Displays the interactions selected by the supervisor or QA evaluator for coaching review. Agents can review the interaction details and open the associated evaluation for reference.
| Field | Description |
|---|
| Date | Date and time of the interaction selected for coaching. |
| Coaching Area | Attributes or behaviors identified for improvement. |
| Queues | Queue associated with the interaction, including topic and intent information. |
| Action | Opens the interaction in the AI-Assisted Manual Audit screen for review. |
| Kore Evaluation Score | Auto QA score generated for the interaction. |
| Supervisor Audit Score | Manual audit score assigned during supervisor evaluation. |
| Sentiment Score | Customer sentiment score derived from the interaction. |
Best Response Examples
Displays reference interactions associated with the coaching session. Agents can view available examples for learning and coaching purposes. The system displays available reference interactions in this section and leaves it empty when no reference interactions are available.
Agents can review these examples to understand expected behaviors, response quality, and performance standards.
Feedback and Action Plan
This section displays guidance provided by the supervisor or QA evaluator.
| Section | Description |
|---|
| Feedback | Displays observations, strengths, and development areas identified during the coaching process. |
| Action Plan | Displays recommended improvement actions and expected behaviors for future interactions. |
Review
The Review section provides agents with a centralized view of evaluation reviews, dispute activity, and resolution statuses. Agents can track pending reviews, monitor dispute progress, and view completed resolutions, but they can’t modify evaluation results, dispute records, or resolution outcomes.
The Review section includes the following tabs:
Pending Review
This tab displays interactions awaiting review completion. Agents can view evaluation details and track the review status for each interaction.
| Column | Description |
|---|
| Date | Date and time of the evaluated interaction. |
| Queues | Queue associated with the interaction. |
| Supervisor Audit Score | Manual audit score assigned during evaluation. |
| Review Status | Current review state, such as Pending Agent Review or Pending Supervisor Review. |
Disputes
This tab displays interactions that have one or more disputed evaluation metrics. Agents can monitor dispute activity and view the number of dispute rounds completed for each interaction.
| Column | Description |
|---|
| Date | Date and time of the evaluated interaction. |
| Queues | Queue associated with the interaction. |
| Supervisor Audit Score | Manual audit score assigned during evaluation. |
| Dispute Rounds | Number of dispute rounds completed for the interaction. |
Resolved
This tab shows completed review and dispute workflows. Agents can view the final evaluation outcome and resolution status.
| Column | Description |
|---|
| Date | Date and time when the evaluation completed. |
| Queues | Queue associated with the interaction. |
| Supervisor Audit Score | Final manual audit score after review or re-evaluation. |
| Dispute Rounds | Number of dispute rounds completed before closure or resolution. |
| Review Status | Final evaluation status, such as Resolved or Closed. |
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 assigned |
| Follow-Up Date | Date of the next scheduled review |
| Agent Attributes | All attributes assigned for coaching and hover to see the complete 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 |
Filter Coaching Sessions
Select the Filter icon to narrow results. You can filter by assigned date, follow-up date, attributes, agent groups, or specific agents.
| Filter | Description | Default |
|---|
| Assigned Date | Displays the date range when supervisors assigned the coaching sessions | Last 7 days |
| Follow Up Date | Displays the date range for scheduled follow-ups | Current date |
| Attributes | Displays agent performance attributes for filtering (searchable, multi-select) | All |
| Agent Group | Displays agent group or experience level for filtering (searchable, multi-select) | All |
| Agents | Displays specific agents for filtering (searchable, multi-select) | All |
Select Apply to apply the selected filters and refresh the results.
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 |
QA Dashboard Integration
The Agents in Coaching widget on the QA Dashboard includes agents assigned through individual coaching assignments and agents assigned through group coaching assignments. The system counts each agent only once, even if they belong to multiple coaching assignments or coaching groups.
