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Documentation Index

Fetch the complete documentation index at: https://docs.emberqa.com/llms.txt

Use this file to discover all available pages before exploring further.

The Coaching page shows agents who consistently miss specific metrics, helping you identify where targeted coaching would be most effective. For agents, this page appears as “Improvement” and shows only their own data.

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Find Coaching Opportunities

Start by choosing the scope you want to review:
  • Use Team to focus on the agents you manage
  • Use Days Back to choose the performance window
  • Use Content Type to review calls, documents, or both
  • Raise Minimum Fail Percentage when you only want the most consistent misses
  • Raise Minimum Items Missed when you want to avoid coaching from a very small sample
If no opportunities appear at the default filters, the page may broaden the initial view so you can still see available coaching insights.

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Decide Where to Focus

Managers see a summary of the metrics missed most often across visible agents. Use it to decide whether the issue is isolated to one person or showing up across a team. Each agent card shows the metrics where that agent is struggling, including the fail rate, missed count, coaching-note history, and monitoring status when Monitoring is enabled. Use this list to pick one clear coaching topic instead of trying to cover every missed metric at once.

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Get Coaching Talking Points

Click the Coaching Insights button on any metric to open an AI-powered analysis. The analysis uses the agent’s actual missed calls or documents to produce:
  • Specific guidance for that metric
  • Concrete examples from the agent’s work
  • Links back to the failed calls or documents
This gives managers better 1:1 notes and helps agents understand what to change.

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Save Coaching Notes

Save notes after a coaching conversation so the history stays tied to the right agent and metric. You can save notes for one metric, several metrics for the same agent, or a team conversation about one metric across multiple agents. Saved notes appear in the coaching timeline for the agent and metric.

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Track Follow-Through

When Monitoring is available, managers can create a monitoring plan from a coaching opportunity. The plan is prefilled with the selected agent and metric so progress can be tracked after coaching.