Call Coaching for Contact Centers

AI mock caller roleplay is a training capability included in the Pro plan that allows contact center agents to practice difficult customer conversations, policy steps, and unfamiliar scenarios before handling live calls. The platform scores agent roleplay attempts and tracks completion, giving supervisors visibility into practice activity while helping agents build confidence and adhere to quality standards.

Agent improvement plans enable managers to establish metric targets and set defined monitoring periods for agents needing focused support. Available on the Pro plan, the feature tracks daily agent progress against specific plan pass requirements. By connecting QA scorecards directly to improvement tracking, supervisors can measure coaching effectiveness and verify whether recurring quality issues are resolved.

Yes. Authorized reviewers and managers can review interaction evaluations, inspect metric-level explanations, and make score corrections when necessary. The platform supports coaching notes, evaluation history, and agent-facing views on the Pro plan. This ensures coaching sessions are transparent, collaborative, and supported by searchable transcripts, recordings, and objective rubric criteria.

EmberQA supports call coaching alongside multi-channel interaction review. The platform evaluates calls, SMS messages, emails, documents, and chat transcripts. This cross-channel capability allows contact centers to apply consistent quality standards, monitor agent communication across multiple touchpoints, and deliver comprehensive coaching whether an agent is speaking on a phone call or handling written correspondence.

EmberQA provides free access for managers and reviewers on its plans. Paid agent seats are only required for the agents whose customer interactions are scored and evaluated. If a manager or reviewer also handles customer conversations that need to be graded within the system, a paid agent seat is required for their scored work.

EmberQA offers two primary subscription plans: Essentials at $49 per agent per month and Pro at $89 per agent per month. Both plans include unlimited usage of their included features. Advanced coaching tools—including targeted coaching recommendations, AI roleplay training, agent improvement plans, and agent-facing progress views—are included in the Pro plan.