Coaching Assignments and Monitor

The Coaching section in Quality AI helps supervisors create targeted coaching assignments for agents, track agent progress, and measure the effectiveness of coaching over time.

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.

Create Coaching Assignments

Navigate to Quality AI > ANALYZE > Dashboard > Agent Leaderboard > Overview.

Steps to Create an Assignment

1. Select the Evaluation tab and select Add Coaching Assignment.

   

2. Select an agent interaction to assign coaching for. Each agent has a dedicated dashboard with high-level metrics visible to both agents and supervisors.

3. Select the vertical ellipsis (⋮) and select View.

   

   The agent’s Audit, Conversation Details, and Logs appear.

   

4. Select Add Coaching Assignment.

   

5. Enter a Name for the coaching assignment.

6. In Coaching Area, enter the agent attributes to focus on during this assignment.

7. The Interactions Marked for Coaching section auto-populates from your evaluation tab selection.

   

8. Under Best Responses (optional), add reference interactions from other agents using saved bookmarks.

   

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

9. In Feedback, write your assessment — covering both strengths and areas for improvement.

   

10. In Action Plan, describe concrete steps the agent should take to improve performance.

    

11. Set a Follow-up Date for the coaching review.

    

12. Select Create. The assignment appears in the agent’s dashboard.

---

Agent View of Coaching Assignments

Agents access their assignments from the agent dashboard. Assignments are listed in reverse chronological order. Agents must have Agent Dashboard and Coaching Assignments permissions to view this section.

Navigate to Quality AI > ANALYZE > Coaching Assignments.

Assignment List

Each assignment in the list shows:

Field	Description
Name	Coaching assignment name
Coaching Area	Tags for the attributes the agent must focus on; hover for additional tags
Assigned Date	Date the assignment was created
Follow-up Date	Scheduled review date
Status	Current completion status (see below)

Status values:

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

Assignment Details

Select any assignment to open its interaction details pane.

Interactions Marked for Coaching

Field	Description
Coaching Area	Attributes identified for improvement, such as communication skills or compliance
Queues	Channel where the interaction occurred — calls, chats, or emails
Action	Link to the agent’s audit interaction screen
Kore Evaluation Score	Auto QA score based on the relevant evaluation form
Supervisor Audit Score	Supervisor’s assessment of the interaction
Sentiment Score	Customer sentiment derived from the interaction

Best Response Examples

Best response examples come from similar interactions handled successfully by other agents. Agents use these as reference when working through their coaching assignment.

Feedback and Action Plan

Section	Description
Feedback	Supervisor’s written assessment, covering strengths and areas to improve
Action Plan	Clear, actionable steps for the agent to improve future interactions

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

---