Overview
The Coaching page lets you monitor agents in real time — on live calls and on digital interactions. You can listen in silently, speak to an agent without the customer hearing, join a call directly, or take it over entirely. For digital interactions such as webchat and email, a separate monitoring view is available.
To access it, go to Quality > Quality Assurance > Coaching.
For guidance on sending instant messages to agents through this page, see the Agent Instant Messaging (for admin) guide.
Filters
Two filter controls sit at the top left of the page.
| Control | Description |
|---|---|
| Filter options | Opens the filter panel, where you can select which Campaigns, Lists, Teams, and Users are shown on the page. Applying a user filter changes the stats shown across the page but does not affect the agent list in the CTU panel. The icon changes colour when the filter panel is open — clicking it again will close it. |
| Clear all filters | Resets all filters to show all Campaigns, Lists, Teams, and Users. This works whether the filter panel is open or closed. |
The Coaching page
The page is divided into several sections. Selecting an agent from the CTU list on the left populates the right-hand area with information and options for that agent.
CTU list
Lists all agents matching your current filter settings. Click an agent's name to select them and load their details. The list shows each agent's current status at a glance.
Stats widgets
Live stats for the selected agent. The widgets update in real time and can be customised to show the metrics most relevant to you — click the cog icon in the top right of the page to enter edit mode, then save when done. The available stats are the same as those available on dashboards and wallboards.
Current call
Shows details of the call the selected agent is currently on, including the Call ID, phone number, call duration, campaign, list, and current result code. Click the yellow edit icon to add a note to the current call.
Last 10 calls
A summary table of the agent's last 10 calls, including who disconnected each call and a shortcut to the call recording. The yellow edit icon is also available here, allowing you to add a note to any of the listed calls.
Result codes
A breakdown of the result codes the selected agent has used today, shown alongside the campaign average and team average. This is useful for spotting patterns — for example, an agent using a significantly different mix of result codes compared to their peers could indicate a training need or a data issue worth investigating.
Exceptions
Shows the call exceptions the agent has had today. Each result code can be configured with expected handle time thresholds. When a call falls outside those thresholds, it is recorded as an exception. Agents with significantly more exceptions than their peers — or with consistently large time differences — can be flagged for coaching or review.
Coaching and monitoring
This section lets you connect to the selected agent's call. Before connecting, choose how you want to join:
- WebRTC — tick the WebRTC option to connect via your browser. A new browser window will open and display a ready state when audio is connected. This is the same process agents use when logging into a campaign.
- Softphone / DDI — untick WebRTC and enter your extension or DDI number instead. If you need a DDI or mobile phone option configured, contact the support team at help@maxcontact.com or on 0330 159 6565.
If the selected agent is on an interaction rather than a call, only the Monitor interactions button is shown — no audio connection is required. See the Monitor interactions section below.
Coaching and monitoring calls
Once you click Connect, a set of action buttons appears for the selected agent. The options available depend on the agent's current call state.
| Action | Description |
|---|---|
| Coach | Connects you to the agent's audio so you can speak to them directly. The customer cannot hear you. The agent does not need to be on a call — this can be used to coach an agent between calls or off the phone entirely. |
| Monitor | Silent monitoring. You can hear both the agent and the customer but neither party can hear you. Useful for quality checking calls without influencing how the agent handles them. |
| Barge | Joins the call as a three-way conversation. Both the agent and the customer can hear you. Use this when you need to step into a call to help resolve a situation. |
| Barge-Kick | Removes the agent from the call and connects you directly with the customer. You are placed into Contact Hub at that point and can see the script (if one is in use) and disposition the call as the agent would have. |
| Add agent note | Opens the QA Note dialogue box where you can add a note against the agent. This note is added to the agent's QA record and is separate from any notes added directly to the call recording. |
| Disconnect | Disconnects you from the agent, allowing you to select a different agent to monitor or coach. |
Monitor interactions
When an agent is handling a digital interaction (webchat, email, or similar), the Monitor interactions button appears in the Coaching and monitoring section on the right-hand side of the page. This button is only available for agents in an interaction campaign.
No audio connection is required to monitor interactions — WebRTC and softphone settings do not apply here.
Clicking Monitor interactions opens a new browser tab showing the agent's active interactions in a panel on the right. Selecting an interaction from that panel displays the full conversation in the main area of the screen, updating in real time as new messages are sent and received.
For full details on monitoring digital interactions, see the Monitoring chat and email interactions guide.