Theme
Coaching Panel
The coaching panel provides real-time guidance during conversations. It helps you follow best practices, stay compliant, and handle complex situations with step-by-step instructions or AI-generated advice.
Coaching panel showing a deterministic playbook with numbered steps, current step highlighted, and sample response
How It Works
As the conversation progresses, the coaching engine listens to customer and agent utterances and provides relevant guidance. Coaching appears automatically -- you do not need to request it.
There are two types of coaching, and which one you see depends on how your administrator has configured it.
Deterministic Coaching (Playbook-Based)
Deterministic coaching follows a pre-defined playbook created by your administrator. It shows:
Header
- Playbook name and version number
- A confidence score indicating how well the current conversation matches this playbook
- Blue header accent color
Steps
A numbered list of steps to follow during the conversation:
| Indicator | Meaning |
|---|---|
| Green checkmark | Step completed -- the system detected you covered this |
| Arrow (current) | The step you should address next |
| Number (pending) | Steps not yet reached |
| CRITICAL badge (red) | This step is especially important -- do not skip it |
| COMPLIANCE badge (blue) | This step is required for regulatory compliance |
Steps update automatically as the system detects that you have addressed each one based on what you say during the conversation.
Sample Response
Below the steps, a Suggested Response box shows example text you can use. Click the copy button to copy it to your clipboard.
Generative Coaching (AI-Powered)
Generative coaching uses AI to analyze the conversation context and generate situation-specific guidance. It shows:
Header
- "AI Coaching" title with "Generative" label
- If no playbook matched and this is a fallback, it shows "Fallback"
- A confidence score
- Orange header accent color
Guidance
- SITUATION section describing what the AI has identified about the current conversation
- STEPS with recommended actions (numbered list)
- COMPLIANCE warning if there are regulatory considerations
Sample Response
Same as deterministic -- a suggested response you can copy.
Source and Disclaimer
- If the guidance was derived from a specific knowledge base article, the source is shown
- A disclaimer reminds you: "AI-generated guidance — verify before using"
WARNING
Generative coaching is AI-generated and may not always be accurate. Always verify the guidance against your training and organizational policies before following it.
Providing Feedback
Each coaching suggestion has thumbs-up and thumbs-down buttons:
- Thumbs up -- The guidance was helpful and relevant
- Thumbs down -- The guidance was not helpful or incorrect
Your feedback helps improve coaching accuracy. Administrators can view coaching feedback in the Coaching Analytics dashboard.
When Coaching Doesn't Appear
The coaching panel shows "Listening to conversation..." while waiting for the coaching engine to detect a relevant situation. Coaching may not appear if:
- The conversation topic doesn't match any active playbook (deterministic mode)
- There isn't enough conversation context yet for the AI to generate guidance (generative mode)
- Coaching is not enabled for your queue
Hybrid Mode
Your administrator may configure hybrid coaching, which tries to match a playbook first and falls back to AI-generated guidance if no playbook fits. In this case, you may see deterministic coaching for some conversations and generative coaching for others.