Read Time: 15 mins
Coach Features:
Dashboard: High level overview of your orgs metrics
Agent Performance: Gives an review of your team strengths and weakness based on the rubric you provided
Reclassification: If you need to manually change the rating of a customer call
Settings: If you need to update the grading rubric
Dashboard:
This page breaks into detail of your team metrics into three categories: Dashboard, Call Performance, Coach Calls
- Based on the filters chosen located on the top dashboard the metrics will reflect this data
- Based on the date range and filter chosen this will provide a visual aid to review call data
- Hover your cursor over the graph to pull the granular data of the calls
Top Unbooked Reasons
- Presents Avoca’s best-practice call reason list and establishes a grading rubric for assessing call quality
- Hover your cursor over the call reason to get an explanation
Coach Calls
- Gain insight into your team’s call performance and quality
- Use quick filters to view silo team results
- To view more details click into the call to view the grading based on your rubric. You can also view the transcript recording and rubric grading
Last modified on February 19, 2026
