Office Admins can create Coaching Groups in which managers (Coaches) gain the ability to monitor direct calls that team members (Trainees) are on.
Let's take a look at Coaching Groups in Dialpad.
Create a Coaching Group
From Dialpad.com, navigate to Admin Settings > Coaching Groups > Add a Coaching Group.
Choose the Coach from within your organization, then select Create.
Now you're ready to add Trainees to this Coaching Group.
Office Admin Adding Trainees
If you're an Office Admin, select Add People to Your Team and enter a name; trainees are then added automatically.
Coach Adding Trainees
If you're a Coach, navigate to Your Settings from Dialpad.com and select Your Coaching Group > Add People to Your Team. Enter a name, and you'll see their status as pending.
Coaching Group Settings
Settings for a Coaching Group apply to all Coaching Groups created; at this time, you cannot apply different settings to different Coaching Groups.
Call Recording
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.
Office Admins 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 Group.
Coaches can access their Trainees' recorded calls directly.
From the Dialpad app, navigate to Coaching Group 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 bound calls in the Call History menu.
Voice Intelligence
Office Admins can turn on Voice Intelligence for a Coaching Group if it's enabled for the company.
Keep in mind that, if Voice Intelligence is turned on for a Coaching Group, Trainees' personal settings for Voice Intelligence will be overridden for their calls.
Coaching Center
Coaching Center is where you can access and analyze calls made by Trainees.
Open Coaching Center
From the Dialpad app, select Coaching Center. Dialpad will launch a tab in your web browser that displays the Call History for an entire Coaching Group.
If you're already at Dialpad.com, navigate to Coaching Center through its dedicated tab in the left sidebar.
Call History
Use the Call History menu to see all inbound and outbound calls from Trainees in a Coaching Group.
Coaches are able to leverage filters and keyword searches that better focus on specific Trainees and calls.
Here are the filters available in Coaching Center:
- Rep (Trainee)
- Date Range
- Call Duration
- Moment
- Disposition
- Phone Number
- Hour of Day
- Call Status
Select Review Call Summary for a specific inbound or outbound call if Voice Intelligence is enabled in order to launch the Vi Call Summary.
Coaches are also able to access Playlists in Coaching Center; rather than the Analytics page, a Coaching Group-based Playlist is stored here.
Working as a Coach
From the Dialpad app, navigate to Coaching Group 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 Live to hear the conversation.
Select Barge to join the call alongside the Trainee.
Coaching Group Analytics
From Dialpad.com, navigate to Analytics and filter to gather data regarding a Coaching Group.
You'll see a rundown on various metrics, Coaching Group-wide calling habits, and a Trainee leaderboard.
Coaches will only see their Coaching Group's statistics, but Office Admins can view all Coaching Groups' and their statistics.
Frequently Asked Questions (FAQs)
Can a Coach be assigned to multiple Coaching Groups?
No, each Coach is limited to 1 Coaching Group; however, Trainees can appear in more than 1 Coach’s group and have as many as 30 Coaches.
Will the Coach always see their trainees in the Active Calls list?
No, you’ll only see your trainees if they are on a live call. So if no one is on a call, you won’t see anything in the Coaching Groups tab.
Are internal Coaching Group calls recorded?
No, internal Coaching Group calls are not recorded or coachable. This means if you are a trainee and call another Dialpad user within your company the call will not be recorded.
If you'd like internal Coaching Group 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 Group calls?
No, internal Coaching Group calls will not show the option to leave a disposition. If you are a Trainee and call another Dialpad user within your company, the option to leave a disposition will not appear.
If you'd like the option to leave a disposition on internal Coaching Group calls, please reach out to our Support Team.
Does the Trainee see anything different in their app?
No, the trainee experience is no different from using Dialpad as normal. They will not see a Coaching Group section in the app.
Will the Trainee know their calls can be monitored?
Yes, the Trainee receives an email that informs them when they are added or invited to the Group.
Does the Trainee need to accept the Invitation email?
Yes, if added by the Coach, the Trainee must accept the invite. If added by the Admin, this step is not necessary.
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