Office Admins can create Coaching Teams in which managers (Coaches) gain the ability to monitor direct calls that team members (Trainees) are on.
Let's take a look at Coaching Teams in Dialpad.
Create & Edit a Coaching Team
From Dialpad.com, navigate to Admin Settings > Coaching Teams > Add a Coaching Team.
Enter the name of the Coaching Team, then select Create.
You'll then see the Coaching Team Details menu.
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
If you're an Office Admin, navigate to Admin Settings > Coaching 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
If you're already a Coach, navigate to Admin Settings > Coaching 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, 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
Settings for a Coaching Team apply to only a specific Coaching Team created; therefore, you may customize different settings between Coaching Teams.
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 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.
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.
Voice Intelligence
Coaches can turn on Voice Intelligence for a Coaching Team if it's enabled for the company.
Keep in mind that, if Voice Intelligence is turned on for a Coaching Team, Trainees' personal settings for Voice Intelligence will be overridden for their calls.
Both real-time assist (RTA) cards and custom moments can be created for the Coaching Team, too.
Working as a Coach
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
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.
Frequently Asked Questions (FAQs)
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.
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.
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