Training and agent performance

This is where Conversation Intelligence connects to AI Coaching.

Assigning training

1. Choose Create training on the Skills tab, on an agent’s page or in Ask.
2. When it says Course ready for review, choose Review course.
3. Choose Assign to, then the agent’s name or the number of agents, or decline it.

The agent then finds the course in AI Coaching. You follow the effect on the agent’s Training tab.

The AI writes each course from the recent calls of the agents it is for, and nothing reaches them until you assign it. You can Decline a course, or Regenerate it.

How impact is judged

Impact compares the agent’s scores on the trained skill from real calls before the course with real calls after they finish it. Calls made while the agent was practising don’t count.

A result appears once enough scored calls have come in after the course. Until then the Training tab shows a status instead:

• Collecting calls: calls are still being collected.
• Awaiting completion: the agent hasn’t completed the course.
• No baseline: no calls on that skill were scored before the course, so there is nothing to compare with.

Once there is a result, you see the average before and after, and whether it Improved, Declined or shows No change.

Scores can rise for reasons that have nothing to do with the course, for example a team-wide change. The Peer-adjusted lift shows the change beyond what agents without the course did over the same weeks. Open a course to see the weekly average since, and whether it is holding. If it slips, you can create a follow-up course.

On the dashboard, the Skills tab lists team trainings. It shows how many agents completed each one, and how many improved, dropped or are still being measured.

The agent’s own page

Agents land on My performance when they sign in. It shows:

• their skills compared with the team
• their average over time
• their disputes

My calls lists their calls, where they can read the score and evidence.