Agent Coaching for Contact Centers

AI mock caller roleplay gives contact center agents a dedicated practice environment to simulate difficult conversations, policy steps, and sensitive customer scenarios before handling live customer interactions. Scored roleplay attempts provide immediate feedback and allow supervisors to track completion and attempt history alongside structured lessons, knowledge checks, quizzes, and call-review exercises.

Yes, supervisors can configure agent improvement plans by defining specific metric targets, pass requirements, and monitoring periods. The platform tracks daily progress against these targets, offering visibility into recurring issues and score movement across agents, teams, channels, and office locations using built-in dashboards, CSV exports, and trend reports.

The software supports quality assurance evaluation and coaching analysis across multiple communication channels. This includes inbound and outbound phone calls, SMS text messages, customer emails, documents, and chat transcripts. Custom rubrics and metric-level explanations can be tailored to evaluate the unique requirements of each communication format.

AI red-flag detection identifies urgent, high-risk issues within customer interactions, such as improper advice, privacy violations, hostile agent behavior, and escalation risks. When red-flag conditions are detected, automated alerts notify supervisors immediately, allowing them to prioritize critical interactions for rapid intervention, targeted coaching sessions, and operational follow-up.

Yes, the platform supports API connectivity, supported-source data ingestion, and result webhooks with delivery history. Quality scores, performance signals, red flags, and coaching triggers can be pushed into external CRMs, ticketing systems, internal dashboards, and supervisor tools to maintain unified operational workflows without rebuilding existing systems.

Plans include Essentials at $49 per agent per month and Pro at $89 per agent per month. Both subscription plans include unlimited usage of their included features without usage-based overage fees. Manager and reviewer access is provided at no additional cost unless their own interactions are being scored.