With Coaching Teams, managers (coaches) can monitor direct calls that their team members (trainees) are on. Coaching Teams help identify areas for development, ensure coaches can provide targeted feedback, and fosters agent improvement, ultimately boosting customer satisfaction and driving agent performance.
Let's dive in.
Who can use this
Dialpad offers a variety of plans and add-ons to match your exact business needs.
Features do differ by plan, please check your plan details to see if you can access Coaching teams, and head to our pricing page to learn about more options.
Create a Coaching Team
Office Admins can create Coaching Teams, add coaches and trainees, and modify all settings as their teams scale.
To create or edit a Coaching Team, head to your Dialpad Admin Settings.
Navigate to Coaching Teams
Select Add a Coaching Team (the + icon)
Enter the name of the Coaching Team
Select Create
Edit the Coaching Team's name and description at any time.
Tip
You can also delete a Coaching Team from this menu.
Duplicate a Coaching Team
Need to create a new Coaching Team that works just like your existing team? Make the setup easier by using the duplicate feature. This can seamlessly duplicate your custom Coaching Team settings, including coaches within or across different offices.
To duplicate a Coaching Team, head to your Dialpad Admin Settings.
Select Coaching Teams
Select a Coaching Team
Select Duplicate
Name the new coaching team, and add a description
Select an office from the drop-down menu
Select coaches
Include all coaches
Choose which coaches to include
Select Duplicate
Note
Trainees will not be duplicated — this ensures they remain unique to their current team.
Add coaches and trainees
Both Office Admins and Coaches are able to add coaches and trainees to a Coaching Team.
Navigate to your Dialpad Admin Settings.
Select Coaching Teams
Select the desired Coaching Team
Navigate to Coaches & Trainees
Enter a name in the text box
Assign them as a Coach or a Trainee
Tip
Use the search function to quickly find a specific Coaching Team by entering the its name.
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, and may be spread across Offices throughout the Company as long as they have an Ai Sales license or the Coaching team add-on.
Coaches are able to listen in to others' calls from this Coaching Team, but you may also allow Trainees to do so.
Note
If a Coach is not assigned to a Coaching Team, a trainee call will not appear in a call history or analytics search for that team because it is not considered part of the team's calls.
Coaching Team settings
Coaching Team settings are fully customizable and apply only to the specific team, letting you set different options for each team.
To manage your Coaching Team's settings, head to your Dialpad Admin Settings.
Navigate to Coaching Teams
Select the desired Coaching Team
Select the desired preferences
Note
Coaching Team settings are only applicable to trainees.
Advanced missed call routing
Use advanced missed call routing to keep things consistent within your Coaching Team. Coaches and admins can determine how missed calls are actioned, without having to worry that each trainee has set up the correct routing rule.
Dialpad offers 4 unique missed call routing options:
To trainee’s voicemail: Sends the caller to the trainee’s voicemail.
To a message (no voicemail): The caller will hear a recorded message but cannot leave a voicemail.
Record a unique message, upload your own .mp3 recording or choose to use Dialpad’s default message.
To a team member or room phone: Sends the caller to another user or room phone
To an office, department or Contact Center: Sends the caller to a different Office, Department or Contact Center.
To set missed call routing for your Coaching Team:
Navigate to Advanced missed call routing
Select Override missed call routing for trainees
Select the desired preferences
That’s it, your settings will instantly be applied to your Coaching Team.
Note
By default, a Coaching Team will use the trainee’s missed call settings. Missed call routing override must manually be turned on by the coach or admin, and configured for each Coaching Team.
Coaching Team call recording
Choose to have all your Coaching Team's calls automatically recorded, or none at all.
To access your Coaching Team's call recording settings, head to your Dialpad Admin Settings.
Navigate to Coaching Teams
Select the desired Coaching Team
Navigate to Call Recording and Transcription
Check the boxes beside what types of calls you would like record
Choose if you want to allow agents to stop and start recording during a call
When an agent stops and restarts a recording, the corresponding company-level recording (if enabled) will also stop and restart for the call.
Note
If call recording is not turned on and a trainee manually records a call, a Coach cannot access the recording. Coaches can only access trainees' recorded calls when call recording is turned on for the Coaching Team.
Exception lists
Use the Exception List feature to customize which calls to record by creating an area code-based exception list—this is particularly helpful if you are calling states that have all-party recording consent regulations.
Unique Exception Lists can be created for inbound and outbound calls.
To create an Exception List, head to your Dialpad Admin Settings.
Navigate to Coaching Teams
Select the desired Coaching Team
Navigate to Call Recording and Transcription
Select Edit exception List
Note
Coaches' calls are not recorded unless they're also a Trainee in another Coaching Team.
Access trainee recordings
Coaches can access their trainees' recorded calls directly from within the Dialpad app.
Navigate to Coaching Teams
Select Recordings
Here, 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.
Coaching Team call history
Head to your Coaching Team’s Call History to get the full picture of your Coaching Team’s interactions.
In the Call Summary, you’ll be able to view chat logs, video and audio, and transcripts (if Ai was turned on).
To access your Coaching Team's Call History, head to your Dialpad Admin Settings.
Select Call History
Select My Coaching Teams
Here, you can filter interactions based on specific Coaching Teams, keywords, time periods, keywords, moments, duration, and more.
Select the Ai icon beside a call to access the Call Summary details.
Dialpad Ai for Coaching Teams
Coaches can turn on Dialpad Ai for a Coaching Team if it's enabled for the company.
To access your Coaching Team's Ai settings, head to your Dialpad Admin Settings.
Navigate to Coaching Teams
Select the desired Coaching Team
Navigate to Dialpad Ai
Here, you can turn Ai on and off for your Coaching Team, as well as allow individual users to stop and start Ai during their calls.
You'll also see the option to have your Ai transcript start as soon as the call begins.
Both Teal-Time Assist (RTA) cards and Custom Moments can be created for the Coaching Team, too.
Note
If Dialpad Ai is turned on for a Coaching Team, the trainees' personal Ai settings will be overridden for their Coaching Team calls.
Local Presence for Coaching Teams
You can also apply Local Presence to Coaching Teams.
To access your Coaching Team's Local Presence settings, head to your Dialpad Admin Settings.
Navigate to Coaching Teams
Select the desired Coaching Team
Navigate to Local Presence
Select the checkbox Use this office's Local Presence numbers for members of your Coaching Team
When Local Presence is enabled, you can also choose to authorize users to toggle Local Presence on or off.
Note
Local Presence settings for Coaching Teams apply only to trainees.
Call Dispositions for Coaching Teams
Ask agents to log and add notes to calls in your chosen CRM. You can choose from any disposition lists in use at your company.
To access your Coaching Team's Disposition settings, head to your Dialpad Admin Settings.
Navigate to Coaching Teams
Select the desired Coaching Team
Navigate to Call Dispositions
Select the Disposition Lists menu
Select the desired list from the drop-down
If you'd like to ensure your Trainees only select one disposition, select the Only allow agent to select one disposition code setting.
Advanced settings
In the Advanced Settings, you can allow coaches to see Ai Scorecard details for calls that are graded by someone else.
To enable this setting, you'll need to be a Company or Office Admin.
To enable scorecard visibility accross multiple coaches, head to your Dialpad Admin Settings.
Navigate to Coaching Teams
Select a Coaching Team
Navigate to Advanced Settings
Select Allow Coaches to see details of scorecards for this Coaching team when calls are graded by someone else
Coaching Teams retention policy
By default, a Coaching Team will inherit the Company-enabled Retention Policy. However, you can also choose to update each Coaching Team with a unique Retention Policy, or even remove it altogether.
To access your Coaching Team's Data Retention settings, head to your Dialpad Admin Settings.
Navigate to Coaching Teams
Select the desired Coaching Team
Navigate to Retention Policy
Select Update (or Remove, if you want to delete the policy)
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Working as a coach
As a Coaching Team coach, you can do the following for your Team(s):
Listen In
Barge In/Take Over
Create and edit Real Time Assist Cards
Create Edit Custom Moments
To monitor your Coaching Team, select Coaching Teams from the Dialpad app sidebar, the select the desired Coaching Team.
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Navigate between the 4 tabs of your Coaching Team overview:
Live Calls: Displays live calls
Select View Call to view the real-time transcription.
Select Listen In to silently join (the caller will not know you're there).
Select Barge to join the call alongside the trainee (the caller will hear you).
Members: Displays the members of your Coaching Team
View the status of your Coaching Team members
All: Displays all calls made by your Trainees
Recordings: Displays call recordings from your Coaching Team
Note
Coaches can only monitor calls made on their trainee’s personal line. For any Main Line, Department or Call Center call, they would have to be a Supervisor or Operator with the appropriate settings.
Coaching Team analytics
To access your Coaching Team's Analytics, head to your Dialpad Admin Settings.
Navigate to Analytics (for the Analytics menu)
Enter the Coaching Team data into the Users or Groups filter
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.
View a live meeting
To view a Live Meeting, head to your Dialpad app.
Navigate to Coaching Teams
Select Live Calls
Here, Dialpad display any live meetings your trainees are on.
Select View Call to view the meeting details, including a real-time transcription
Select Join Meeting to join the meeting with the trainee
Note
The transcript will only display from the moment a coach selects the View Call options.
Trainees with listen-in permissions will not have access to view meeting transcripts or join another trainee’s meeting. Trainee listen-in permission is only active for live calls.
Monitor all Coaching Teams
The Monitor All Coaching Teams view lets coaches view their trainee's activity across all coaching teams they are coaching. 
Coaches have access to:
Live Calls - all interactions are currently being handled by an agent.
Only coaches have access to this view – the Live Calls tab is not available to Company or Office Administrators.
Trainees - all trainees assigned to the coaching teams being monitored by the coach.
The trainee tab is available to Company or Office administrators. Here, admins can see all trainees across all Coaching Teams, regardless if they are a coach to a specific team.
Monitor all coaching team filters
Filtering the Monitor all coaching teams view lets coaches search and save Coaching Team and trainee filters. A coach can save a filter based on:
A subset of trainees within a specific coaching team that has a large number of trainees
A small set of coaching teams
Specific coaching teams
Creating a new filter will update the Live Calls and Trainees tab to only display interactions and trainees that are associated with those Coaching Teams.
How to filter
Saving your filtered searches for later reference couldn't be easier, simply select the desired filter criteria from the drop-down filters located at the top of the Monitor all coaching teams view.
Let's go over the most common filter searches:
Specific coaching teams
This saves the specific coaching teams that the coach is monitoring, as well as displays the trainees assigned to that coaching team. Only the trainees and live interactions for those coaching teams will be visible in the Live Calls and Trainees tab.
Specific Trainees
This saves the specific trainees selected across multiple coaching teams. The Live Calls tab will only show the interactions being handled by the trainees in the filter. The Trainees tab will only show the trainees in the filter.
Specific Coaching Teams and specific Trainees within those Coaching teams
This helps first to narrow down the list of trainees across coaching teams and then allows the coach to choose which trainees they wish to monitor within those coaching teams. Once the filter has been saved, the Live Calls tab and Trainees tab will only show the saved trainees in the filter.
Once you've set your filter's parameters, select Save as New Filter and name your filter.
The filter is then saved in the ‘Saved Filter’ drop down menu, and your Monitor all coaching teams tab will only show the trainees and coaching teams within the filter.
Note
Saved filters can be deleted or edited to update the agents or teams that are selected.
Open the filtered view, make your changes and then select either Save edits or Save as new filter.
To delete a saved view, select Delete filter.
More information
Be sure to read our Coaching Teams FAQ article for more information about Coaching Teams.