Conversation Intelligence
Training and agent performance
Turn a finding into training for an agent, and see how agents follow their own progress.
On this page
This is where Conversation Intelligence connects to AI Coaching.
Assigning training
- Choose Create training on the Skills tab, on an agent’s page or in Ask.
- When it says Course ready for review, choose Review course.
- 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 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.