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06 · Coaching & improvement

From scores to coaching plans.

Evaluation without follow-through is just grading. Because every conversation is scored against your rubric, Supportman can show each agent exactly where they lose points, and turn that into a custom coaching plan built from their own conversations, not generic training material.

Coaching plan · @billy
Week #24
Focus: Problem Resolution61/100 avg
Answers are accurate but threads often close before the fix is confirmed.
✓Review 3 conversations that ended on a workaround
Shadow @tahnee on two refund threads this week
Use the closing check: “Did that fully solve it?”
Built from 214 evaluated conversations
What you get
Per-agent insightsWhere each agent scores low against the rubric, and why, drawn from their own conversations.
Custom coaching planA plan built for each agent from their evaluation history, focused on their weakest attributes.
Progress you can seeWatch rubric scores move week over week as the coaching lands.

Coaching grounded in real conversations

The plan cites the agent’s actual threads: the three conversations that ended on a workaround, the refund thread that took five replies. Managers stop coaching from vibes and start coaching from evidence, and agents can see exactly what “better” looks like, in their own words and tickets.

Because the rubric keeps scoring every conversation after the plan starts, improvement is visible: the attribute that was 61 last month reads 74 this month, and everyone can see why.

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