The Coaching Dashboard helps you coach your teams and agents, serving as a learning and development center.
You can find the Coaching Dashboard on the left-hand side icons.
For example, an agent can improve on a parameter by learning how their peers performed in that same parameter.
To access the coaching dashboard, follow the mentioned steps
Click on the "Coaching Dashboard."
It shows you the overall coaching progress stats, such as Total teams and session completion stats, in the top section.
In the Multi-Team level view, The Leaderboard shows the rankings of different teams according to the Average coaching progress percentage.
The leaderboard also displays session-related stats, areas of concern, and average call quality.
The set of filters allows you to select a custom leaderboard with a selected list of teams for comparison.
To go to the team-level view,
Click on view on the right-hand side of the leaderboard card.
In the team-level view, the leaderboard shows the rankings of different reps in the team according to the Average coaching progress percentage.
In the top right section, it also shows overall coaching progress stats, such as total reps and different Session completion stats.
The set of filters allows you to select a custom leaderboard with a selected list of reps for comparison.
To go to the rep-level view,
Click on All Reps filters on the right-hand side of the leaderboard card.
It also shows coaching progress stats for a particular rep and different session completion stats in the top section along with the leaderboard.
For the rep level, the daily coaching sessions assigned to reps can be viewed at the bottom of the screen.
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