Coaching Management

AI Coaching provides real-time guidance to agents during conversations. As an administrator, you create playbooks with step-by-step instructions and assign them to queues so agents receive contextual coaching based on the conversation topic.

How Coaching Works

1. The coaching engine listens to each customer utterance during a conversation
2. It evaluates the utterance against active playbooks assigned to the agent's queue
3. When a match is found, the playbook's steps are shown to the agent in the Coach panel
4. As the agent addresses each step, the system tracks completion automatically
5. If no playbook matches and generative mode is enabled, the AI generates situational guidance

Coaching Modes

Configure the coaching mode in Tenant Configuration:

Mode	Behavior
Deterministic	Only pre-defined playbook steps are shown. If no playbook matches, the coach panel stays silent.
Generative	AI generates coaching guidance from the knowledge base. No playbooks needed.
Hybrid (default)	Tries to match a playbook first. If no match, falls back to generative coaching.

Sections

Section	Description
Playbook Management	Create, edit, activate, and version playbooks with step-by-step guidance
Queue Assignments	Assign playbooks to queues with priority ordering and interrupt rules

Prerequisites

Before coaching can work:

1. Enable coaching in Tenant Configuration (coaching_enabled: true)
2. Enable the coaching feature flag in Widget Deployment so agents see the Coach tab
3. Create at least one playbook (for deterministic or hybrid mode)
4. Assign playbooks to queues so the coaching engine knows which playbooks apply to which conversations