> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Navigating the Coach Dashboard

> **Goals:** To assist the customer in a high level overview of Coach capabilities.

**Read Time:** 15 mins

## Coach Features:

<Frame>
  <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-24.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=9a2066f3ca511a605711d5630948a303" width="476" height="322" data-path="images/coach/image-24.png" />
</Frame>

**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: I**f 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

<Frame>
  <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-25.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=2a7ca20326b850552e83598cde040e62" width="2288" height="546" data-path="images/coach/image-25.png" />
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  <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-26.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=a151da60680c363758f2545b4e8708b2" width="852" height="122" data-path="images/coach/image-26.png" />
</Frame>

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  <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-27.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=0bf7ca157f4045facfc1c36fe991fbcd" width="548" height="1142" data-path="images/coach/image-27.png" />
</Frame>

## Call Performance

* 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*

<Frame>
  <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-28.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=c0a2bd1ba00cdb74017f4de014ecf74d" width="1462" height="716" data-path="images/coach/image-28.png" />
</Frame>

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  <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-29.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=d5d27cefda953b78c3e98ce6fd209dbb" width="1472" height="722" data-path="images/coach/image-29.png" />
</Frame>

## Top Unbooked Reasons

* Presents Avoca’s best-practice [call reason](/Coach-Unbooked-Call-Reasons-List-2f1f2b56d4d58003a646cbc0defa27f5) list and establishes a grading rubric for assessing call quality
  * *Hover your cursor over the call reason to get an explanation*

<Frame>
  <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-30.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=dc41b5fd22c0a6386a0c8cae336bba8f" width="722" height="700" data-path="images/coach/image-30.png" />
</Frame>

## Coach Calls

* Gain insight into your team's call performance and quality

<Frame>
  <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-31.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=7e77df311eeaa533a5393df940f451d8" width="2280" height="470" data-path="images/coach/image-31.png" />
</Frame>

* 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

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  <img src="https://mintcdn.com/avoca-hc/i-_uVDrXxv34ooKn/images/coach/image-32.png?fit=max&auto=format&n=i-_uVDrXxv34ooKn&q=85&s=f1c038ee7d381e15b2bbdde7c1a94d73" width="2586" height="1160" data-path="images/coach/image-32.png" />
</Frame>

## Filtering calls

The Coach dashboard includes a filter sidebar with the following options:

| Filter                  | Description                                                                                |
| ----------------------- | ------------------------------------------------------------------------------------------ |
| **Date range**          | Select a custom date range for the calls displayed.                                        |
| **Agents**              | Filter by one or more CSR agents.                                                          |
| **Agent groups**        | Filter by agent group if your team has groups configured.                                  |
| **Tags**                | Filter by Coach tags applied to calls.                                                     |
| **Rubrics**             | Filter by a specific rubric to see only calls evaluated against it.                        |
| **Failed rubric items** | Filter to calls that failed specific rubric checklist items.                               |
| **Call reasons**        | Filter by Avoca-suggested call reason or ServiceTitan call reason.                         |
| **Campaigns**           | Filter by the marketing campaign associated with the call.                                 |
| **Call types**          | Filter by inbound, outbound, or other call types.                                          |
| **Score range**         | Set a minimum and/or maximum score percentage to narrow results.                           |
| **Duration range**      | Set a minimum and/or maximum call duration in seconds.                                     |
| **Quick toggles**       | Toggle filters for misclassified calls, reclassified calls, and reviewed/unreviewed calls. |
| **Business hours**      | Toggle to show only calls during configured business hours.                                |
| **Customer sentiment**  | Filter by detected customer sentiment.                                                     |

Active filters appear as dismissible pills above the calls table. Click any pill to remove that filter.

## Exporting call data

You can export Coach call data as a CSV file for offline analysis.

<Steps>
  <Step title="Open the export dialog">
    Click **Export Data** above the calls table to open the export dialog.
  </Step>

  <Step title="Set a date range (optional)">
    By default, the export uses the date range selected in the dashboard filters. Click **Change date range** to override the range with custom start and end dates.
  </Step>

  <Step title="Start the export">
    Click **Start Export**. The export is generated in the background — you will receive an email when it is ready to download.
  </Step>

  <Step title="Download the file">
    Once complete, return to the export dialog to see your recent exports and click **Download CSV** to save the file.
  </Step>
</Steps>

The exported CSV includes call ID, date, score, agent name, customer name, call type, call reason, direction, campaign, booking status, tags, summary, rubric name, and individual rubric item results.

<Tip>
  You can view the status of up to three recent exports directly in the export dialog, including progress percentage for in-progress exports.
</Tip>