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
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Select the Evaluation tab and select Add Coaching Assignment.
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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 the vertical ellipsis (⋮) and select View.
The agent’s Audit, Conversation Details, and Logs appear.
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Select Add Coaching Assignment.
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Enter a Name for the coaching assignment.
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In Coaching Area, enter the agent attributes to focus on during this assignment.
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The Interactions Marked for Coaching section auto-populates from your evaluation tab selection.
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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 |
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In Feedback, write your assessment — covering both strengths and areas for improvement.
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In Action Plan, describe concrete steps the agent should take to improve performance.
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Set a Follow-up Date for the coaching review.
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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 | 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 |
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 |
| 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 |
