Coaching Groups

Coaching Groups allows Admins to set up groups within Dialpad to give managers the ability to monitor any call 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 Admin's can go one step further and pick and choose which outbound calls get recorded based on area code. 

Real-Time Recommendations

Powered by VoiceAI, 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 User/Group 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.

Can Coaches grade each other?

No. Coach Sandy can be Coach Amy's trainee, but Coach Sandy cannot reciprocate and add Coach Amy to their coaching group.

Will the Coach always see their trainees in the Active Calls list?

No, you’ll only see anything here for Active Calls. 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.