Skills

A skill is one thing you want your team to get better at, such as explaining what the customer gets. The AI scores every practice call against the skills in it. Team leads and organisation admins manage them under Skills, and all team leads in your organisation share the same skills.

The 1 to 5 scale

Each skill is scored from 1 to 5. A skill has a few behaviours the AI listens for, and one sentence for what each score means. Learners read the result as a word: Well done, On track, Coaching opportunity or Growth area. See feedback and scores.

Creating a skill

Choose New skill, then start from:

• Describe it: write one or two sentences about what advisors should do. AI drafts the behaviours and levels.
• From a pack: add ready-made skills.
• Copy a skill: start from one you already have.

You check every field before you save. Nobody is scored on a skill until you add it to an exercise.

Describe what the advisor does, not words they must say. “Explains what the customer gets” works. “Says the word value” doesn’t.

Trying and refining

Try it on a call scores one of your team’s calls, or a pasted transcript, with your changes. Nothing is saved and nobody sees the result. Try two or three calls before you save, because one call can be a lucky fit.

Refine with AI lets you say what should change. AI rewrites the fields and marks every change. Undo any you don’t want.

Team leads agree

Team leads agree shows how often team leads agree with the AI’s score when they review a call. You rate a score on a call with Agree or Disagree. See For team leads.

The figure appears once enough ratings have come in. When it is low, the AI and your team read the levels differently. The skill is flagged Needs rewording.

Rewording a skill

Open the skill and read Why team leads disagreed. Refine with AI can use those reasons to reword the levels. Test the change on a call, then save.

Saving after a skill has scored calls makes a new version. New calls use it. Past scores stay as they were, and the trend chart marks the date. Agreement starts again from zero. You can restore an older version, which copies it into a new one.

Archiving a skill

Archive hides a skill from every picker. Its past scores and trends stay, and you can restore it from Archived. If the skill is still scored in exercises, you choose to replace it with another skill or remove it from them. A skill that never scored a call and is in no exercise can be deleted instead.