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 - please note, the coach you choose must be on a Dialpad Sell license.
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 - the trainees that you add must be on a Dialpad Sell license
- The coach will see a "Pending" status next to the trainee until the Trainee accepts the pairing
Coaching Group Settings
The Coaching group settings will apply to all coaching groups, there is not a way to apply these settings to one coaching group and not the other.
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 inbound and/or outbound calls, Office Admins can go one step further and pick and choose which inbound and/or outbound calls get recorded based on the area code.
To do this select Record all except those that match the exception list > Manage Exception List > Enter in the area codes in the specified format.
Before you hit save, you also have the option to choose if you would like those calls not recorded at all OR if you would like to record just the agent's side of the call.
Please note, you will need to follow these steps for BOTH inbound and outbound.
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.
Accessing Call Recordings
Coaches can access their trainee's recordings to listen or download in the Calls List or their Coaching Center
Or in the Coaching Groups tab on the desktop app, to delete any call recordings Coaches will need to 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.
Enable Voice Intelligence
If Vi is enabled for your the Company, Admins can turn Vi on or off for coaching groups by navigating to Admin Settings > Coaching Groups > Voice Intelligence:
Coaching Center
The Coaching Center is a way for Coaches to quickly access, assess, and coach to the calls made by their teams. The Coaching Center is available to users on a Dialpad Sell license and has been made a Coach by their Office Admin.
Navigate to your Coaching Center
If you are a Coach, there are two way to access your Coaching Center:
From the App: You'll see a button labeled "My Coaching Center" in the left nav under "Coaching Group". When you click on this, it will take you to the coaching center in the web settings.
From Web Settings: You'll see the Coaching Center tab in the left nave under your Profile.
Coaching Center Features
The Calls List
The main section of the Coaching Center provides Coaches quick access to all of your trainee's calls.
At the top, Coaches will have access to a robust suite of filters and keyword searches that allow you to quickly hone down that list of calls to those you want to coach to.
The filters available are:
- Keyword search to search across the call transcripts - If Vi is enabled
- Rep
- Date Range
- Call Duration
- Moment
- Disposition (if enabled)
- Phone Number
- Click on "More Filters" to access Hour of Day and Call Status
Call Summary (if Vi is enabled)
If Vi is enabled for Coaching groups, you will have access to the Call Summary.
To access the call summary for a call, hover your mouse over the call and click on "Review Call Summary"
Once open, on the left side of the Summary, you will see all of the moments that occurred on that call. Clicking on a particular moment will expose the portions of the call that represent those Moments.
You can see where in the Transcript those Moments occurred, as well as the specific excerpts of the call.
The left column will also show the Real-Time Assist cards that showed on the call, as well as other helpful information from the call transcript.
The top middle section of the Summary shows the audio playbar (if the call was recorded) and highlights the Moment or Comment you've selected.
You can also leave comments to provide feedback on specific things that occurred on a call. Anyone with access to the Summary can comment, making the Call Summary the place for manager-rep and peer-to-peer coaching.
Playlists
For Coaches, Playlists will appear here instead of Analytics.
Activate and Configure Real-Time Assist
Real-Time Assist will automatically pop-up suggestions during calls to make calls smoother and more effective.
Coaches can set up Real-Time Assist 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.
Real-Time Assist can also automatically remind trainees to speak slowly, use fewer filler words, and make room for their customers to speak. To activate that function, check the box labeled Show Real-Time Assist hints during your calls.
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 Your Coaching Group
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.
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.
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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