Coaching Groups allows Admins to set up groups within Dialpad to give managers the ability to monitor users direct calls that someone on their team is currently conducting, in real-time.
Create a Coaching Group
To create a coaching group, have your Office Admin follow these steps:
- Navigate to Admin Settings > Coaching Groups
- Add a Coaching Group
- Select the coach for the group you are creating
From here, either the Office Admin can continue setting up the group or the Coach can do it themselves.
Admin Adds Group
The Office Admin can choose the trainees to the coaching group by clicking on "Add Trainees"
Coach Adds Group
The newly appointed coach can create their own group by following the steps below:
- Navigate to Your Settings > Your Coaching Group
- Add Trainees
Call Recording
Office Admins can choose to automatically record trainees outbound and inbound calls by navigating to Admin Settings > Coaching Groups.
In addition to being able to choose to automatically record all outbound calls, Office Admins can go one step further and pick and choose which outbound calls get recorded based on area code.
Other settings available include
- Allowing Trainees to stop/restart a recording in the middle of the call
- Choose from a list of options for the Call Recording message before connecting to the training or disable that message completely.
Coaches can access their trainee's recordings to listen or download in the Calls List or desktop app. Coaches who want to delete any call recordings can do so in the desktop app.
Trainees do have the ability to access their own call recordings in the desktop app, however, that is only if the call was manually set to record. Any calls that were auto-recorded by the Office Admin the Trainee will need to access them through the Calls List.
Enable Voice Intelligence
If enabled on the Company and Office Level, Admins have the ability to turn Vi on or off for their coaching groups by navigating to Admin Settings > Coaching Groups:
Live-Coach Recommendations
Powered by Voice Intelligence, the real-time recommendation feature will automatically pop-up suggestions to reps during a call based on user-defined trigger words.
You can set up RTR cards by navigating to Your Settings > Your Coaching Group > Create New Card
From here, you can define your trigger words that will prompt a pop-up during your trainee’s calls. You can configure the pop-up to include tips, information, and links to assist with their customer interactions.
Working as a Coach
Once a group has at least one trainee, the Coach will see a "Coaching Group" section in their Dialpad app. Here they will be able to see the active calls of their trainees.
Any active calls that are occurring, the Coach will have the ability to View the live transcript or Listen In/Barge by clicking on "Listen In".
Analytics
Coaches can see analytics for their trainees right from the web portal, just select Analytics from your main navigation.
By default, your analytics will display your own personal data. To review your Coaching group's analytics filter the Quick Links toggle to Coaching Group: First_Name Last_Name
FAQs
Can a Coach have multiple Groups?
No, each Coach will have just one group. However, Trainees can appear in more than one Coach’s group.
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.
Does the Trainee see anything different in their App?
No, the trainee experience is no different to 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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