Coaching insights are designed to support ongoing coaching based on historical data and trends. Instead of reviewing interactions one by one, supervisors can use AI-generated insights that highlight strengths, improvement opportunities, and the interaction evidence that supports those recommendations.

KPI thresholds define the coaching insights that are generated. Supervisors can customize the KPIs, threshold values, and priority for their teams so the insights reflect the team's goals and operating model.

This article explains coaching insights, describes the required setup, and shows how supervisors can enable the feature for teams and configure KPI thresholds.

Before you begin

• Make sure Webex AI Quality Management is enabled for your organization.
• Coaching insights must be enabled by an administrator in Control Hub.
• You must have access to manage coaching for the teams you supervise.

No separate permission is needed to view generated insights.

Administrators enable Coaching insights at the organization level in Control Hub. After the feature is enabled for the organization, supervisors with the required access can enable it for specific teams.

To enable Coaching insights in Control Hub:

1. Sign in to Control Hub and navigate to Services > Contact Center.
2. Navigate to Desktop Experience > AI Features in the navigation pane.
3. Turn on Coaching insights for the organization.

Supervisors with access can configure KPI thresholds for the teams they manage from the Coaching insights configuration. This is needed for the AI engine to generate insights that are more relevant to the team's goals and operating model. Sign in to supervisor desktop and navigate to Configuration manager. Under Coaching insights tab, the view for enabling coaching for teams and configuring KPI is provided.

In the KPI configuration view, supervisors can enable or disable metrics for coaching, set priority, and define threshold values for What's going well and Performance tip limits.

Thresholds define when a metric should contribute to a positive insight and when it should contribute to an improvement recommendation:

• What's going well limit—The value at which the metric is treated as a positive result.
• Performance tip limit—The value at which the metric is treated as an area that needs improvement.

Available KPIs

The Coaching insights configuration view supports the following KPIs.

• Average Evaluation Score
• Average Evaluation Question Score
• Average Hold Duration
• Average Transfer Count
• Average Connected Duration
• Average Wrap-up Duration

Coaching insights are generated for the selected duration using the KPI thresholds configured for the team. For the selected agent, the system compares available interaction data, quality results, and performance metrics against those thresholds to determine which insights should be shown.

If a KPI meets or exceeds the defined What's going well threshold, the insight can contribute to a positive recommendation that highlights strengths or successful behaviors. If a KPI falls outside the defined Performance tip threshold, the insight can contribute to an improvement recommendation that highlights areas needing attention. This allows supervisors to tailor the insights generated for their teams by customizing the KPIs, threshold values, and priority settings.

Supervisors can review coaching insights for a selected agent from Team performance. After a supervisor selects an agent, the agent performance details view shows coaching insight cards such as What's going well and Performance tips. Coaching insights are generated for the duration selected in the agent performance view. When the supervisor changes the duration, the insights are recalculated based on the interactions that fall within the newly selected time range.

Supervisors can use this view to review:

• Summary highlights of strong performance
• Specific performance tips
• Supporting context for the selected agent

Supervisors can also use the supporting interaction evidence to drill down to a specific interaction, open it in the interaction view, and review the recording, transcript, and interaction details as evidence for the insight. Use these insights to prepare focused coaching conversations and explain why a recommendation is being made.

This section answers frequently asked questions about using the Coaching Insights for your organization.

1. Where is Coaching insights enabled first?

   Coaching insights must first be enabled at the organization level in Control Hub by an administrator. After that, supervisors with the required access can enable and configure it for their teams.

2. How are Coaching insights generated?

   Coaching insights are generated for the selected duration using the KPI thresholds configured for the team. For the selected agent, the system compares available interaction data, quality results, and performance metrics against those thresholds to determine which insights should be shown.

3. Does changing KPI thresholds affect the insights shown?

   Yes. KPI thresholds define when a metric contributes to a What's going well insight or a Performance tip. Changing the thresholds changes how future insights are generated for the team.

4. Does changing the duration in Team performance affect the insights?

   Yes. Coaching insights are generated for the duration selected in the agent performance view. When the duration changes, the insights are recalculated using the interactions that fall within the newly selected time range.

5. Can supervisors view the interaction evidence behind an insight?

   Yes. Supervisors can use the supporting interaction evidence to drill down to a specific interaction, open it in the interaction view, and review the recording, transcript, and interaction details as evidence for the insight.