Never miss a coachable moment with Live Coaching by coaching calls as they happen in a dial session or calls that can't be recorded to meet compliance standards. This feature is available to manager and admin users.
Where to Start Live Coaching
There are two ways to start a live coaching session: Rep Dashboards or Calls Tab.
To access Live Coaching from the rep dashboards select Coach Now.
Click Coach now on the popup to start a Live Coaching session. Selecting Meet now under Coaching Meeting creates an Ad Hoc Coaching Plan. The next step is to fill out a scorecard or leave general comments. See Coaching the Call for reference.
To access Live Coaching from the Calls Tab select Coach Now from the Coach This Call dropdown.
Click on the blue Click here at the bottom of the popup to begin the Live Coaching session. Continuing with Coach This Call will create an Ad Hoc meeting. See below for nest steps.
Coaching the Call
Fill in the information that is present on the call under CALL INFO. The more information you provide will make it easier to find the call in Advanced Search.
Provide feedback on the live session by filling out a Scorecard and/or leaving General Comments. These scorecards were assigned to the reps' department by the admin in the Scorecard Build. The scores will be included in the Dashboards skills heatmap.
Once the call ends and all scoring is complete and General Comments left, end the Live Coaching by clicking SUBMIT.
Confirm you are finished with the coaching session.
After the coaching session has ended a skill will be recommended for a coaching plan. This recommendation will be based on the scores that were left during this coaching session.
Once the Live Coaching is completed a custom Call Card will be created on the Calls tab showing the contact name, account name, date, and time of when the call occurred. Scorecards can be scored and edited from the Call Card.
If the Live Coaching was done on a call that was being recorded and sent to ExecVision it will be linked to this Call Card. This will apply the general notes and Scorecard results to the recording.