Manage a Coaching Team

Let's take a look at Coaching Teams in Dialpad.

Who can use this feature?

Coaching Teams is available to Dialpad Sell customers on Pro and Enterprise plans. Both Coaches and Trainees must both be on a Sell license in order to use this feature.

Create & Edit a Coaching Team

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

  1. Navigate to Coaching Teams
  2. Select Add a Coaching Team
  3. Enter the name of the Coaching Team, then select Create.

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You'll then see the Coaching Team Details menu.

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Edit the Coaching Team's name and description at any time. You can also delete a Coaching Team from this menu.

Now you're ready to add Coaches and Trainees to this Coaching Team.

Add Coach & Trainees — Office Admin

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If you're an Office Admin, navigate to Admin SettingsCoaching Teams > Coaches & Trainees and enter a name in the text box.

Once you've added users, determine if they're serving as Coaches or Trainees within this Coaching Team. 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, though, and may be spread across Offices throughout the Company as long as they have a Dialpad Sell license.

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

Keep in mind that you're able to import Coaches and Trainees from previous Coaching Groups to a Coaching Team as well using the checkbox below the text box.

 

Add Coaches & Trainees — Existing Coach

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If you're already a Coach, navigate to Admin Settings Coaching TeamsCoaches & Trainees and enter a name in the text box.

Once you've added users, determine if they're serving as Coaches or Trainees within this Coaching Team. Each user can serve as a Coach for multiple Coaching Teams, a Trainee can only be assigned to one Coaching Team. Coaches and Trainees do not need to be in the same Office, though, and may be spread across Offices throughout the Company as long as they have a Dialpad Sell license.

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

Keep in mind that you're able to import Coaches and Trainees from previous Coaching Groups to a Coaching Team as well using the checkbox below the text box.

Coaching Team Settings

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Settings for a Coaching Team apply to only a specific Coaching Team created; therefore, you may customize different settings between Coaching Teams.

Call Recording

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Trainees' inbound and outbound calls can be recorded. Keep in mind that, if call recording is not turned on and a Trainee manually records a call, a Coach still cannot access the recording. It's only possible to access Trainees' recorded calls with call recording turned on for the Coaching Team.

Office Admins and Coaches are also able to customize exactly which to record using an area code-based exception list. To do this, select Edit Exception List and enter area codes that will not activate call recording. Some U.S. states require all party content, and we've created a list of area codes you may want to add to the exception list.

Keep in mind that Coaches' calls are not recorded unless they're also a Trainee in another Coaching Team.

There's also an option to allow Trainees to stop and restart a recording during a call.

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Coaches can and access their Trainees' recorded calls directly.

From the Dialpad app, navigate to Coaching Teams and select Recordings. 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.

Dialpad Ai

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

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Keep in mind that, if Ai is turned on for a Coaching Team, Trainees' personal settings for Ai will be overridden for their calls.

Both real-time assist (RTA) cards and custom moments can be created for the Coaching Team, too.

Local Presence

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You can also apply Local Presence to Call Center Coaching Teams. Click on the checkbox to use Local Presence numbers for members of your Coaching Team. 

Working as a Coach

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From the Dialpad app, navigate to Coaching Teams and select Live Calls.

Dialpad will display any ongoing calls that Trainees are on. Select View Call to get details including a real-time transcription, then Listen In to hear the conversation.

Select Barge to join the call alongside the Trainee.

Coaching Team Analytics

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From Dialpad.com, navigate to Analytics (for the Analytics menu) and filter to gather data regarding a Coaching Team.

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.

Monitor All Coaching Teams 

The ‘Monitor All Coaching Teams’ view allows Coaches to see view their trainee's activity across all coaching teams they are coaching. 

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Coaches have access to:

  • Live Calls - all interactions 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.  The 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 allows coaches to 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. 

First, create your search filter by selecting 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 dislpays 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.

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  • 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.

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  • 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.

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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 Call 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'.

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Frequently Asked Questions (FAQs)

How many trainees can be in a Coaching Team?

A Coaching Team can have a maximum of 500 members. Since you’ll need at least one coach per team, the maximum number of Trainees is 499.

How many Coaches can be in a Coaching Team?

A Coaching Team can have a maximum of 50 Coaches.

Can a Coach be assigned to multiple Coaching Teams?

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

Will the Coach always see their Trainees in the Live Calls tab?

No, you’ll only see Trainees in the Live Calls tab if they are on a live call. You can, however, go to the Members tab to see a list of all Coaches and Trainees assigned to a Coaching Team.

Why don't I see all my Trainee's calls?

Only a Trainee’s calls from their direct line will appear — Department or Call Center calls will not appear in a Coaching Team.

Are internal Coaching Team calls recorded?

No, internal Coaching Team calls are not recorded or coachable. This means that, if you are a Trainee and call another Dialpad user within the same Company, the call will not be recorded.

If you'd like internal Coaching Team calls to be recorded or coachable, please reach out to our Support Team.

Will I be presented with the option to leave a disposition on internal Coaching Team calls?

No, internal Coaching Team calls will not show the option to leave a disposition. If you are a Trainee and call another Dialpad user within the same Company, the option to leave a disposition will not appear.

If you'd like the option to leave a disposition on internal Coaching Team calls, please reach out to our Support Team.

Does the Trainee see anything different in their app?

Trainees see a section in the left sidebar for the Coaching Team but it only offers the Members tab. Otherwise, everything is identical to using Dialpad as normal.

Will the Trainee know their calls can be monitored?

Yes, the Trainee sees a banner at the top of their screen indicating the call is being recorded.

Is there a limit to the number of Coaching Teams I can have?

Nope! Create as many as you need to ensure your agents are providing the best possible experience. 

Can I use the Chrome 'Click to Call' extension and the Salesforce CTI at the same time?

The best practice in this instance is to have your team add a Website Exception to your Chrome Extension for the domain of your Salesforce instance:

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