Coach overview

Coach turns recorded calls into a reviewable operating system for call-center performance. Use it to understand lead volume and booking results, find coaching opportunities, inspect the calls behind a metric, and correct supported call data. Open Products → Coach in dashboard.avoca.ai.

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Choose the right Coach page

• Overview answers, “What happened across the team?”
• Agent Performance answers, “Who needs attention, and what should we coach?”
• Rubric Performance answers, “Which expected behaviors are being missed?”
• Call Review answers, “What happened on this specific call?”
• Recovery turns missed bookings into follow-up work when enabled.
• Reclassification corrects call types, reasons, tags, and supported attribution.
• Settings controls classification, call reasons, tags, rubrics, groups, alerts, reports, and metric colors.
• Enterprise Coach rolls supported Coach reporting and configuration across multiple teams.

If a manager or agent cannot open the expected page, see Invite managers and agents to Coach.

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Start with a consistent review window

1. Set the date range before reading any metric.
2. Open Filters and narrow the population you want to evaluate.
3. Read the metric cards and their comparison period.
4. Use the chart, unbooked reasons, failed rubric items, and breakdowns to form a hypothesis.
5. Open the underlying calls before changing a rubric, script, call reason, or agent process.

Comparison badges use the immediately preceding period of the same length unless the page says otherwise. Changing the date range or filters changes both the headline metrics and the calls used to calculate them.

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Read the core metrics

The metrics-led Overview can include:

• Total Calls: calls in the selected range and filter set
• Leads: calls Coach classified as genuine booking opportunities
• Booked Calls: leads that resulted in a confirmed booking
• Booking Rate: booked calls divided by leads
• Average Score: average score across calls evaluated with an applicable Coach rubric

Depending on your call experience and data sources, you may also see:

• Average Wait Time and Average Handling Time
• Short Abandoned and Long Abandoned calls
• Average CSAT and Average FCR
• Initial Booking Rate, Post Booking Rate, and Calls Saved

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Booking Rate and ST Booking Rate

Where both metrics appear, they use different classification sources:

• Booking Rate uses Avoca’s AI determination of leads and booked outcomes.
• ST Booking Rate uses ServiceTitan call-type classification.

Use the metric name shown in the interface when sharing a result. Do not compare the two rates as if they have identical denominators.

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Average Score

Average Score includes evaluated calls whose rubric applies. Calls with no evaluation or calls excluded from grading do not contribute in the same way as scored calls. If a team uses multiple rubrics, filter to a rubric before comparing performance for a specific call type. A blended average across dissimilar rubrics can hide a meaningful coaching problem.

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Use filters deliberately

Available filters vary by team, but can include:

• Agents and agent groups
• Inbound or outbound direction
• Business-hours status
• Booking and lead status
• Tags and campaigns
• Current or suggested call type
• Current or suggested call reason
• ServiceTitan call memo presence
• Coaching-score range
• Survey results
• Rubrics and failed rubric items
• Customer sentiment
• Short, inactive, unprocessed, misclassified, or reclassified calls
• Days of the week to exclude

Active filters appear as removable pills on the metrics-led Overview. Use Clear all to return to the page defaults.

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Useful filter recipes

Combine filters to answer one operational question at a time. For example, narrow to calls Coach believes were misclassified, or to one agent and failed rubric item before a coaching review.

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Analyze the Overview

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Call Performance

The performance chart shows how selected call metrics change over the review period. Use it to find when a change began, then narrow the range and inspect calls from the affected days. Select View all analytics to open Metric Progression. This read-only page carries the Overview’s date range and filters and plots each supported Coach metric by day.

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Top Unbooked Reasons

This section summarizes why leads did not book. Some teams can switch between reason and source views. Treat the result as a starting point:

1. Select a prominent reason.
2. Review several calls from different agents.
3. Separate agent behavior from availability, pricing, service area, policy, or classification issues.
4. Change the appropriate process only after the pattern is verified.

See Understand unbooked Avoca call reasons for the standard reason definitions.

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Top Failed Rubric Items

This section ranks the rubric criteria most often marked No. Select an item to filter the relevant calls, or open Rubric Performance for category-level success rates, prior-period change, coaching suggestions, and a full call drill-down. See Configure and analyze rubrics.

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Call Flow visualization

When reclassification analytics are enabled on the call-list Overview, the call-flow visualization shows how calls move through qualification and booking outcomes. Use it to identify large transitions, then open the calls behind the flow before changing classification policy.

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Breakdowns

Breakdowns compare one metric across a dimension such as:

• Tag
• Agent
• Lead status
• Booking status
• Call direction
• Suggested call type

Supported metrics can include total calls, leads, booked calls, unbooked calls, non-leads, average score, and booking rate. The current call-flows experience supports one breakdown dimension at a time. If you need a more specific comparison, apply filters first and then choose the dimension.

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If your Overview is a call list

Some teams use the legacy call-data Overview. It combines metric cards, charts, a configurable calls table, and operational review actions. You can typically:

• Choose which metric cards are visible
• Show, hide, and reorder table columns
• Search, filter, sort, and export the current data
• Open a call in the review experience
• Select calls for available bulk actions
• Mark calls read or unread, archive calls, or refresh supported data
• Review call-flow, unbooked-reason, rubric, and breakdown sections when enabled

The first table cell shows Read or Unread. Unread rows also have a blue left border unless another row treatment, such as a misclassification warning, takes priority. The header reports both the full call count and the unreviewed count for the current date range and other filters. Select Unreviewed only to narrow the visible table without changing those header totals. Opening a call marks it reviewed automatically and updates the row and unreviewed count; hovering over a row does not. Use the available mark-read or mark-unread action when you need to restore or change its queue state deliberately. Possible table columns include direction, summary, review state, score, sentiment, agent, customer, lead and booking status, current and suggested call type or reason, campaign, tags, CSAT, FCR, date, and duration. For supported ServiceTitan rollouts, the Columns menu also offers ST Call Memo. It is hidden by default because memo text can be long. The row shows the memo currently mirrored from ServiceTitan, and hovering reveals the full value. A dash means Coach does not have a mirrored memo for that call. Open Filters → ServiceTitan Call Memo and choose Has Memo or No Memo to isolate calls by whether a mirrored memo exists. All Calls removes that filter. The filter changes the complete Coach population behind the list and analytics; it does not search within memo text. When the same rollout is enabled for export, the Coach CSV includes ST Call Memo even when the table column is hidden. Team and Enterprise Coach can receive this capability independently, so compare the available column and export fields in the workspace you are using. Bulk actions and individual edit controls appear only when your role and team configuration support them.

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From signal to action

Use this sequence to avoid optimizing around a misleading aggregate:

1. Find the signal. Start with a metric, unbooked reason, failed rubric item, group, or agent.
2. Confirm the population. Check the date range and filters.
3. Inspect calls. Listen to a representative sample and read the transcript and coaching evidence.
4. Identify the cause. Decide whether it is a coaching, staffing, availability, policy, rubric, or classification issue.
5. Make the smallest change. Coach the agent, update a setting, or correct the call.
6. Measure again. Compare the same metric and population after enough new calls have been evaluated.

For a specific call, continue to Review a Coach call.