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Coach the call that really happened.
AI scores every conversation, finds the moments worth coaching, and shows each agent’s progress with the evidence behind it.
- Greeting92
- Verification92
- Empathy88
- Resolution92
- Closing91
Illustrative scores
Good coaching starts with a real moment, not a memory.
AI scores every call and chat, finds where an agent can improve, and points to the exact second it happened, so every coaching conversation is specific and fair.
Scored on 100%, not a sample.
AI scores each call and chat against your scorecard questions and writes the reasons, so quality no longer depends on which calls someone had time to hear.
Illustrative: 40 conversations
Every score shows its work.
Each score links to the exact moment in the transcript, with the reasons written out. Agents see what was scored and why, so feedback stays fair.
- Reasons written for every score
- One click to the exact moment
- Agents see the same evidence
Verification missed: details given before identity was checked.
Illustrative call
Illustrative scorecards
Weight what matters to you.
Build weighted scorecards per team, channel or campaign. A sales call and a support chat don’t need the same yardstick.
- Questions and weights per team
- Separate cards for each channel
- A different card for each campaign
The same miss, one fix for everyone.
AI books coaching sessions and sends example calls to the agents who miss the same step. Strong calls are saved in a coaching library to use again.
Aisha · Billing · identity checked before any details.
Example callIllustrative sessions
Check the AI. Hear the agent.
Compare AI and reviewer scores side by side to keep scoring honest. If an agent disagrees, a dispute workflow lets them challenge the score and add comments.
- Calibrate AI against reviewers
- Agents can challenge a score
- Comments kept with the score
Illustrative scores
Improvement, made visible.
Track each agent’s quality over weeks and months, next to their goals. Badges and leaderboards turn a quiet target into something agents can watch themselves gaining on.
- Quality trends by agent
- Goals and badges in one view
- Team leaderboards and challenges
Illustrative scores
Quality that leads to coaching.
Coaching and performance, answered.
AI scores every conversation, finds the coaching moments, and helps you assign and track coaching.
AI books coaching sessions and sends example calls to agents who miss the same step.
Yes. Each score links to the exact moment in the transcript, and AI writes the reasons.
Yes. A dispute workflow lets agents challenge a score and add comments.
Agent quality trends show scores over weeks and months, next to goals, badges and leaderboards.
Turn every call into a better one.
Talk to us about coaching and performance for your contact centre.