Coaching insights
The Coaching Insights tab analyses your call data and produces:
- Key Insights — what the calls show.
- Areas for Improvement.
- Recommendations.
- Common Objections — a table of the objection, how often it came up, and its category.
If it says "No coaching insights available — insights will appear here once more call data is collected", there is not enough recorded conversation yet. Recording must be on for this to work; see Call recording and consent.
Regenerate re-runs the analysis against the current filter range.
Using it honestly
The objections table is the most immediately useful part: it tells you what your market actually says no to, ranked. Take the top objection, write a response into the list script, and look again in two weeks.
Treat the insights as a prompt for a conversation with a rep, not as a verdict on one. It is reading transcripts, not sitting in the room.
KPI targets
Targets lets you set per-agent goals, in a timezone you choose.
- Select an agent, or use Set targets for the editor.
- Enter the targets.
- Also apply to other agents copies the same targets across the team, which is the quick way to set a common baseline.
Targets then show up against actuals so a rep can see where they stand without asking anyone.
Setting numbers that mean something
Derive them from your own funnel rather than from a benchmark:
- Look at List performance for your realistic connect rate.
- Look at the conversion funnel for how many connects become conversations, and how many conversations become meetings.
- Work backwards from the meetings you need.
A target that requires a connect rate your numbers have never hit is not a target, it is an excuse for a difficult conversation later. If the maths says the dials are impossible, the problem is upstream — data quality, number health or calling hours. See Phone health.