Coaching

An analyzed call tells you what happened in that call. Coaching tells you what happens every time. It gathers the feedback from all of a person’s analyzed calls, orders it by phase and surfaces what repeats: the section that always fails, the advice already given three times, the score that is or is not moving.

It is the screen for preparing a 1-to-1 in two minutes.

What it is

Where to focus

The closer’s lowest-scoring phases, ordered worst first.

To improve, meeting by meeting

The concrete advice from their recent calls, grouped per call.

Score trend

The overall score of every analyzed call, in chronological order.

Everything here comes from analyses that already exist: nothing is rescored and there is nothing to configure.

What each role sees

The agency owner opens Coaching and picks who to look at with the Choose a closer selector. It lists every closer on the team plus the agency account itself — tagged Agency — because owners sell too. They can open any member’s profile.

The closer opens the same section and sees Your improvement plan: exactly the same content, but only over their own calls. There is no selector and no way to view a teammate. That separation is enforced on the server: however you tamper with the address, a closer never gets someone else’s profile.

What you see

Average score and calls analyzed

The two headline figures: the average across all of the closer’s analyzed calls, and how many there are. Use them as context for everything else — an average over three calls is not a trend.

Calls marked Not graded are left out of these figures. See Call analysis for what excluding a call means.

Where to focus

The three phases with the lowest average score, worst first, each with a 0-to-10 bar and the number of calls it was computed from.

This is what turns scattered feedback into a coaching focus. If “Close” comes out at 4.2 across fourteen calls, that is not a bad day: it is where the money is being lost, and it is the first thing to work on.

Look at the call count

A phase at 3.5 over two calls is noise. One at 5.8 over twenty is a structural problem. The small number under each bar decides which of the two deserves your time.

To improve, meeting by meeting

The stream of advice: for each recent analyzed call, its weakest sections with the To improve text the analysis produced — the concrete advice, not a headline. Every entry shows the date, that call’s overall score and a View analysis link to open the full report.

Read it top to bottom and look for repetition. When the same advice shows up in three calls in a row, it stops being an observation and becomes the topic of the next 1-to-1.

Score trend

The overall score of every analyzed call in chronological order, oldest to newest. Do not look for a perfect climb: what matters is whether the floor rises. A closer who goes from swinging between 4 and 8 to swinging between 6 and 8 has improved, even if their best call is the same.

The per-call email

Beyond the screen, every closer gets an email as soon as one of their calls finishes being analyzed. It carries, in this order:

1. The overall score out of 10.
2. What went well, three points at most.
3. What to improve, in full and highlighted — that is the part that matters.
4. A button to open the full analysis.

The email is deliberately short: the point is for the closer to read the improvement the same day as the call, while the conversation is still fresh. It is only sent when the call is attributed to a closer, and it is written in the agency language.

How to run a 1-to-1 with it

1. Before the session, open Coaching and select the closer. Look at two things only: the weakest phase and whether the score trend is rising.

2. Pick a single topic. The one in the first row of “Where to focus”. A 1-to-1 with five topics changes nothing; one with a single topic and a date does.

3. Find the evidence. Scroll to “To improve, meeting by meeting”, find two entries about that same phase and open View analysis on one of them.

4. Listen to the key moment. In the analysis, jump to the timestamped moment where that phase went wrong. Listening to it together beats reading out the score.

5. Close with a concrete rule. Take it from your manual’s success criteria: “in your next three calls, you ask about budget before quoting a price.” That is measurable inside the tool itself.

6. Review that phase in the next session. If the average is up, move to the next one. If it is not, the problem may be the criterion rather than the person: revisit the sales manual.

When several phases are low at once

If a closer has several phases below the halfway mark, do not split your effort across all of them: one of them is almost always dragging the rest — usually an early phase such as discovery. Fix that one and look again in two weeks.

Things to know

• It needs analyzed calls. Without them the profile shows empty, with the message “No analyzed calls yet”.
• A closer only sees their own. There is no peer comparison on this screen; rankings live in Statistics.
• It shows recent calls, not the full history: the improvement stream is built to prepare the next session, not to audit the year.
• Phase averages are grouped by section name. If you rename a phase in the rubric, older calls keep the old name and will show up as a separate entry.
• Calls excluded from scoring count toward neither the average nor the phase figures.

Best practices

• One phase per cycle. Pick a focus, give it two weeks, measure it.
• Always talk with the quote in front of you. The analysis stores verbatim lines; using the closer’s exact words ends the argument about whether “that even happened”.
• Turn advice into criteria. If the same advice repeats across the whole team, a rule is probably missing from the manual: add it as a success criterion.
• Review your own profile too. The owner appears in the selector tagged Agency; leading by example works.
• Do not use the score as punishment. The value is in “To improve”, not in the number. A team that argues about the score stops reading the advice.