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Coach analyzes calls and helps teams find coaching opportunities. Open Products → Coach in dashboard.avoca.ai.
Coach pages depend on the call-data experience enabled for your team and your permissions. You may see a call list or a metrics-led Overview, and the available navigation can differ.

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Coach pages

  • Overview: team call performance, scores, booking outcomes, failed rubric items, and unbooked reasons
  • Agent Performance: agent-level results and rubric performance when available
  • Recovery: missed booking opportunities, internal follow-up tasks, and recovery outcomes when enabled
  • Settings: call reasons, tags, rubrics, agent groups, and alert or reporting configuration
Some settings are available only to users who can manage Coach. Product-specific or rollout-limited settings are hidden when they do not apply.

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Review team performance

  1. Set the date range.
  2. Open Filters and narrow results by the relevant agents, groups, campaigns, tags, rubrics, call attributes, or failed rubric items.
  3. Review total calls, leads, booked calls, average score, and booking rate.
  4. Compare the call-performance chart with Top Unbooked Reasons.
  5. Review the most frequently failed rubric items.
  6. Select a rubric item, agent, or call to inspect the underlying calls.
Additional metrics such as survey results, recovery, wait time, or call breakdowns appear only when those data sources are enabled.

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Review a call

Open a call from Coach and review the available:
  • Recording and transcript
  • Summary and customer details
  • Call outcome and classification
  • Rubric score and individual criteria
  • Activity history and related customer interactions
Users with edit access can correct supported classifications or rubric results. Record why a manual change is necessary and use the correction to improve the underlying rubric, call reason, or configuration.

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Turn findings into action

  • Repeated rubric failures: clarify the rubric criterion and coach the affected agents.
  • Frequent unbooked reasons: verify whether they reflect agent behavior, availability, service policy, or classification.
  • Unexpected call reasons or tags: review Coach → Settings and the synced CRM values.
  • Alert noise: narrow alert conditions and recipients under Alerts & Reporting.
  • Score changes after a rubric edit: compare the same date range and rubric version before drawing a trend conclusion.
Reclassification changes reporting and may affect downstream CRM data in supported configurations. Verify the call and use the smallest correction necessary.