Manage a Coaching Team
    • 17 Sep 2024
    • 10 Minutes to read
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    Manage a Coaching Team

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    Article summary

    Managers can use Coaching Teams to monitor calls, provide feedback, and improve agent performance. Office Admins can create, duplicate, and customize Coaching Teams. Coaches and trainees can be added, and settings like missed call routing and call recording can be managed. Coaches can access call recordings, call history, and analytics. They can also use Dialpad Ai and Local Presence features. Coaches can monitor live calls, view trainee activity, and filter interactions. The "Monitor All Coaching Teams" view allows coaches to oversee multiple teams and trainees. Filters can be saved for specific coaching teams or trainees. The platform offers various tools for effective coaching and team management.

    With Coaching Teams, managers (coaches) can monitor direct calls that their team members (trainees) are on.  Coaching Teams help identify areas for development, ensure coaches can provide targeted feedback, and fosters agent improvement, ultimately boosting customer satisfaction and driving agent performance.

    Let's dive in. 

    Who can use this feature
    Dialpad offers a variety of plans and add-ons to match your exact business needs.
    Features do differ by plan, please check your plan details to see if you can access Coaching teams, and head to our pricing page to learn about more options.

    Create a Coaching Team 

    Office Admins can create Coaching Teams, add coaches and trainees, and modify all settings as their teams scale.

    To create or edit a Coaching Team, head to your Dialpad Admin Settings.

    1. Navigate to Coaching Teams 
    2. Select Add a Coaching Team (the + icon)
    3. Enter the name of the Coaching Team
    4. Select Create

    Edit the Coaching Team's name and description at any time. 

    Tip

    You can also delete a Coaching Team from this menu.

    Duplicate a Coaching Team

    Need to create a new Coaching Team that works just like your existing team? Make the setup easier by using the duplicate feature. This can seamlessly duplicate your custom Coaching Team settings, including coaches within or across different offices. 

    To duplicate a Coaching Team, head to your Dialpad Admin Settings.

    1. Select Coaching Teams
    2. Select a Coaching Team
    3. Select Duplicate
    4. Name the new coaching team, and add a description
    5. Select an office from the drop-down menu
    6. Select coaches
      1. Include all coaches
      2. Choose which coaches to include
    7. Select Duplicate

    Note
    Trainees will not be duplicated — this ensures they remain unique to their current team.

    Add coaches and trainees

    Both Office Admins and Coaches are able to add coaches and trainees to a Coaching Team.

    Navigate to your Dialpad Admin Settings.

    1. Select Coaching Teams
    2. Select the desired Coaching Team
    3. Navigate to Coaches & Trainees
    4. Enter a name in the text box
    5. Assign them as a Coach or a Trainee
    Tip
    Too many Coaching Teams? No problem.
    Use the search function to quickly locate a specific Coaching Team by entering the its name.

    Each user can serve as a Coach for multiple Coaching Teams; however, a trainee can only be assigned to one Coaching Team.

    Coaches and trainees do not need to be in the same Office, and may be spread across Offices throughout the Company as long as they have an Ai Sales license or the Coaching team add-on.

    Coaches are able to listen in to others' calls from this Coaching Team, but you may also allow Trainees to do so.

    Note
    If a Coach is not assigned to a Coaching Team, a trainee call will not appear in a call history or analytics search for that team because it is not considered part of the team's calls.

    Coaching Team settings

    Coaching Team settings are fully customizable and apply only to the specific team, letting you set different options for each team.

    To manage your Coaching Team's settings, head to your Dialpad Admin Settings.

    1. Navigate to Coaching Teams
    2. Select the desired Coaching Team
    3. Select the desired preferences
    Note
    Coaching Team settings are only applicable to trainees.

    Advanced missed call routing

    Use advanced missed call routing to keep things consistent within your Coaching Team. Coaches and admins can determine how missed calls are actioned, without having to worry that each trainee has set up the correct routing rule. 

    Dialpad offers 4 unique missed call routing options:

    • To trainee’s voicemail: Sends the caller to the trainee’s voicemail.
    • To a message (no voicemail): The caller will hear a recorded message but cannot leave a voicemail.
      • Record a unique message, upload your own .mp3 recording or choose to use Dialpad’s default message.
    • To a team member or room phone: Sends the caller to another user or room phone
    • To an office, department or Contact Center: Sends the caller to a different Office, Department or Contact Center.

    To set missed call routing for your Coaching Team:

    1. Navigate to Advanced missed call routing
    2. Select Override missed call routing for trainees
    3. Select the desired preferences

      That’s it, your settings will instantly be applied to your Coaching Team.
    Note
    By default, a Coaching Team will use the trainee’s missed call settings. Missed call routing override must manually be turned on by the coach or admin, and configured for each Coaching Team.

    Coaching Team call recording

    Choose to have all your Coaching Team's calls automatically recorded, or none at all. 

    To access your Coaching Team's call recording settings, head to your Dialpad Admin Settings.

    1. Navigate to Coaching Teams
    2. Select the desired Coaching Team
    3. Navigate to Call Recording and Transcription
    4. Check the boxes beside what types of calls you would like record
    5. Choose if you want to allow agents to stop and start recording during a call
      1. When an agent stops and restarts a recording, the corresponding company-level recording (if enabled) will also stop and restart for the call.


    Note

    If call recording is not turned on and a trainee manually records a call, a Coach cannot access the recording. Coaches can only access trainees' recorded calls when call recording is turned on for the Coaching Team.

    Exception lists

    Use the Exception List feature to customize which calls to record by creating an area code-based exception list—this is particularly helpful if you are calling states that have all-party recording consent regulations. 

    Unique Exception Lists can be created for inbound and outbound calls. 

    To create an Exception List, head to your Dialpad Admin Settings.

    1. Navigate to Coaching Teams
    2. Select the desired Coaching Team
    3. Navigate to Call Recording and Transcription
    4. Select Edit exception List
    Note
    Coaches' calls are not recorded unless they're also a Trainee in another Coaching Team.

    Access trainee recordings

    Coaches can access their trainees' recorded calls directly from within the Dialpad app. 

    1. Navigate to Coaching Teams
    2. Select Recordings

    Here, you'll see a list of all inbound and outbound calls that were recorded with an option to play them.

    You can also access Trainees' inbound and outbound calls in the Call History menu.

    Coaching Team call history

    Head to your Coaching Team’s Call History to get the full picture of your Coaching Team’s interactions. 

    In the Call Summary, you’ll be able to view chat logs, video and audio, and transcripts (if Ai was turned on). 

    To access your Coaching Team's Call History, head to your Dialpad Admin Settings. 

    1. Select Call History
    2. Select My Coaching Teams 


    Here, you can filter interactions based on specific Coaching Teams, keywords, time periods, keywords, moments, duration, and more. 

    Select the Ai icon beside a call to access the Call Summary details.

    Dialpad Ai for Coaching Teams 

    Coaches can turn on Dialpad Ai for a Coaching Team if it's enabled for the company.

    To access your Coaching Team's Ai settings, head to your Dialpad Admin Settings.

    1. Navigate to Coaching Teams
    2. Select the desired Coaching Team
    3. Navigate to Dialpad Ai

    Here, you can turn Ai on and off for your Coaching Team, as well as allow individual users to stop and start Ai during their calls. 

    You'll also see the option to have your Ai transcript start as soon as the call begins. 

    Both Teal-Time Assist (RTA) cards and Custom Moments can be created for the Coaching Team, too.

    Note
     If Dialpad Ai is turned on for a Coaching Team, the trainees' personal Ai settings will be overridden for their Coaching Team calls.

    Local Presence for Coaching Teams

    You can also apply Local Presence to Coaching Teams.

    To access your Coaching Team's Local Presence settings, head to your Dialpad Admin Settings.

    1. Navigate to Coaching Teams
    2. Select the desired Coaching Team
    3. Navigate to Local Presence
    4. Select the checkbox Use this office's Local Presence numbers for members of your Coaching Team 

    When Local Presence is enabled, you can also choose to authorize users to toggle Local Presence on or off. 

    Note
    Local Presence settings for Coaching Teams apply only to trainees.

    Call Dispositions for Coaching Teams

    Ask agents to log and add notes to calls in your chosen CRM. You can choose from any disposition lists in use at your company.

    To access your Coaching Team's Disposition settings, head to your Dialpad Admin Settings.

    1. Navigate to Coaching Teams
    2. Select the desired Coaching Team
    3. Navigate to Call Dispositions
    4. Select the Disposition Lists menu 
    5. Select the desired list from the drop-down

    If you'd like to ensure your Trainees only select one disposition, select the Only allow agent to select one disposition code setting. 

    Advanced settings

    In the Advanced Settings, you can allow coaches to see Ai Scorecard details for calls that are graded by someone else. 

    To enable this setting, you'll need to be a Company or Office Admin.

    To enable scorecard visibility accross multiple coaches, head to your Dialpad Admin Settings.

    1. Navigate to Coaching Teams
    2. Select a Coaching Team
    3. Navigate to Advanced Settings
    4. Select Allow Coaches to see details of scorecards for this Coaching team when calls are graded by someone else

    Coaching Teams retention policy

    By default, a Coaching Team will inherit the Company-enabled Retention Policy. However, you can also choose to update each Coaching Team with a unique Retention Policy, or even remove it altogether.

    To access your Coaching Team's Data Retention settings, head to your Dialpad Admin Settings. 

    1. Navigate to Coaching Teams
    2. Select the desired Coaching Team
    3. Navigate to Retention Policy
    4. Select Update (or Remove, if you are choosing to delete the policy)

    Working as a coach

    As a Coaching Team coach, you can do the following for your Team(s):
    • Listen In 
    • Barge In/Take Over
    • Create and edit Real Time Assist Cards
    • Create Edit Custom Moments

    To monitor your Coaching Team, select Coaching Teams from the Dialpad app sidebar, the select the desired Coaching Team.

    Navigate between the 4 tabs of your Coaching Team overview:

    • Live Calls: Displays live calls 
      • Select View Call to view the real-time transcription.
      • Select Listen In to silently join (the caller will not know you're there).
      • Select Barge to join the call alongside the trainee (the caller will hear you).
    • Members: Displays the members of your Coaching Team
      • View the status of your Coaching Team members
    • All: Displays all calls made by your Trainees
    • Recordings: Displays call recordings from your Coaching Team

    Coaching Team analytics

    To access your Coaching Team's Analytics, head to your Dialpad Admin Settings. 

    1. Navigate to Analytics (for the Analytics menu)
    2. Enter the Coaching Team data into the Users or Groups filter

    You'll see a rundown on various metrics, Coaching Team-wide calling habits, and a Trainee leaderboard.

    Coaches will only see their Coaching Team's statistics, but Office Admins can view all Coaching Teams' and their statistics.

    View a live meeting

    To view a Live Meeting, head to your Dialpad app. 

    1. Navigate to Coaching Teams
    2. Select Live Calls 
      1. Here, Dialpad display any live meetings your trainees are on.
    3. Select View Call to view the meeting details, including a real-time transcription
    4. Select Join Meeting to join the meeting with the trainee

    Note
    The transcript will only display from the moment a coach selects the View Call options.

    Trainees with listen-in permissions will not have access to view meeting transcripts or join another trainee's meeting.  Trainee listen-in permission is only for active Live Calls.

    Monitor all Coaching Teams 

    The Monitor All Coaching Teams view lets coaches view their trainee's activity across all coaching teams they are coaching. 

    Coaches have access to:

    • Live Calls - all interactions are currently being handled by an agent. 
      • Only coaches have access to this view –  the Live Calls tab is not available to Company or Office Administrators. 
    • Trainees - all trainees assigned to the coaching teams being monitored by the coach.  
      • The trainee tab is available to Company or Office administrators. Here, admins can see all trainees across all Coaching Teams, regardless if they are a coach to a specific team.

    Monitor all coaching team filters

    Filtering the Monitor all coaching teams view lets coaches search and save Coaching Team and trainee filters. A coach can save a filter based on:

    • A subset of trainees within a specific coaching team that has a large number of trainees 
    • A small set of coaching teams
    • Specific coaching teams

    Creating a new filter will update the Live Calls and Trainees tab to only display interactions and trainees that are associated with those Coaching Teams.   

    How to filter

    Saving your filtered searches for later reference couldn't be easier, simply select the desired filter criteria from the drop-down filters located at the top of the Monitor all coaching teams view.

    Let's go over the most common filter searches:

    • Specific coaching teams  
      • This saves the specific coaching teams that the coach is monitoring, as well as displays the trainees assigned to that coaching team. Only the trainees and live interactions for those coaching teams will be visible in the Live Calls and Trainees tab.

    • Specific Trainees 
      • This saves the specific trainees selected across multiple coaching teams. The Live Calls tab will only show the interactions being handled by the trainees in the filter. The Trainees tab will only show the trainees in the filter.

    • Specific Coaching Teams and specific Trainees within those Coaching teams
      • This helps first to narrow down the list of trainees across coaching teams and then allows the coach to choose which trainees they wish to monitor within those coaching teams. Once the filter has been saved, the Live Calls tab and Trainees tab will only show the saved trainees in the filter.

    Once you've set your filter's parameters, select Save as New Filter and name your filter.

    Save_filter_copy.png

    The filter is then saved in the ‘Saved Filter’ drop down menu, and your Monitor all coaching teams tab will only show the trainees and coaching teams within the filter.

    Note
    Saved filters can be deleted or edited to update the agents or the Contact Centers that are part of the filter. Simply make the changes in your filter view, and then select either Save edits or Save as new filter depending on your preference. To delete the filter, select Delete filter.

    More information

    Be sure to read our Coaching Teams FAQ article for more information about Coaching Teams. 




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