Overview
The Coach Manager page gives you a live view of all active coaching and monitoring sessions on your system. You can see who is coaching whom, which calls are being monitored, and review a full history of previous sessions. You can also disconnect an active session directly from this page.
To access it, go to Quality > Quality Assurance > Coach Manager.
Page sections
The page is divided into five sections. Selecting a user from the Coaching/Monitoring Users panel on the left updates all other sections to show information relevant to that user.
Coaching / Monitoring Users
Lists all users who are currently coaching or monitoring an agent. Click a user's name to select them and populate the rest of the page with their details.
Selected User
Shows the name and current status of the user selected from the left-hand panel. If that user has an active coaching or monitoring session, a Disconnect User button is available here. Clicking it ends the session immediately, disconnecting the selected user from the agent they are coaching or monitoring.
Currently Coaching / Monitoring
Shows the agent currently being coached or monitored by the selected user, along with that agent's current status.
Users
Displays the current call details for the agent being coached or monitored. The table shows:
| Column | Description |
|---|---|
| Call ID | The unique system ID for the current call. |
| Phone number | The number being called or calling in. |
| Length | The current duration of the call. |
| Campaign | The campaign the call is associated with. |
| List | The list the call is associated with. |
| Result code | The result code currently applied to the call. |
Coaching / Monitoring History
Shows a history of all coaching and monitoring sessions carried out by the selected user. Each row represents one session and includes:
| Column | Description |
|---|---|
| Type | Whether the session was a Coach, Monitor, Barge, or Barge-Kick. |
| Start | The date and time the session started. |
| End | The date and time the session ended. |
| Length | The total duration of the session. |
| Target user | The agent who was being coached or monitored. |
| Target campaign | The campaign the agent was in during the session. |