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Coaching Pipeline

Training queue, coaching bundles, and agent development workflows

#What is the Coaching Pipeline?

The coaching pipeline is TotalView's end-to-end workflow for turning call quality findings into actionable agent development:

  1. Training Queue — Surfaces agents and calls needing coaching attention
  2. Coaching Bundles — Curated packages of calls, checks, and goals sent to agents
  3. Agent Responses — Agents review materials and submit their responses
  4. Conclusion — Managers review responses and close out the coaching cycle

This replaces ad-hoc "listen to this call" coaching with a structured, trackable process.

[SCREENSHOT: Coaching pipeline flow — training queue to bundles to responses]

#Training Queue

The training queue is where coaching needs are identified. It aggregates calls and check failures that have been marked as "Pass with Training" during the review process.

#Accessing the Training Queue

  1. Click Training Queue in the sidebar. The badge shows pending items.

  2. Review the stats cards:

Stat Color Meaning
Pending Amber Training items waiting to be actioned
In Progress Blue Items currently being addressed in coaching
Total Items Green All-time training items

#How Items Enter the Queue

Training items are created when a reviewer sets a check disposition to Pass with Training on the call detail page or in the review queue.

This means the reviewer acknowledges the issue but believes coaching (not discipline) is the right response.

#Attention Pool

The training queue highlights an Attention Pool — agents who have accumulated calls or check failures that need coaching. This helps you prioritize which agents to create coaching bundles for.

For each agent in the pool, you see:

  • Agent name
  • Number of calls needing coaching
  • Specific checks that failed
  • Recent coaching history

#Creating a Coaching Bundle

A coaching bundle is a curated package of materials you send to an agent for their development.

#Step-by-Step

  1. From the training queue, select an agent or navigate to the coaching section.

  2. Click Create Coaching Bundle.

  3. Fill in the details:

    • Title — A descriptive name (e.g., "Compliance Improvement — March 2026")
    • Manager Notes — Your guidance and context for the agent

  4. Select calls — Choose specific calls for the agent to review. These are typically calls with failed checks that illustrate the coaching points.

  5. Add goals (optional) — Set measurable performance targets:

    • Goal type: Overall Score, Check Pass Rate, Calls Completed, Training Completed, Scorecard Average
    • Target value: The number or percentage to achieve
    • Time period: Daily, weekly, monthly, quarterly, or custom

  6. Click Create to save as a draft, or Release to send immediately.

#Bundle Statuses

Status Meaning
Draft Created but not yet sent to the agent
Released Sent to the agent — they can now view and respond
Completed In Person In-person coaching session was held (agent acknowledges)
Agent Reviewed Agent has submitted their written response
Agent Acknowledged Agent confirmed the in-person coaching
Concluded Manager has closed out the bundle
Cancelled Bundle was cancelled before completion

#The Lifecycle

Draft → Released → Agent Reviewed or Completed In Person →
Agent Acknowledged → Concluded

#Managing Coaching Packs

#Coaching Packs Page

Navigate to Coaching Packs in the sidebar. The badge shows packs needing attention.

Stats cards:

Stat Color Meaning
Total Packs Blue All coaching bundles created
Active Packs Amber Bundles currently in progress (not concluded or cancelled)
Concluded Packs Green Successfully completed bundles
Awaiting Response Purple Released bundles waiting for agent response

The page shows two sections:

  • Active packs — Bundles in progress that need management attention
  • Completed packs — Historical bundles for reference

#Releasing a Bundle

  1. Open a draft bundle from the Coaching Packs page.
  2. Review the contents — calls, notes, goals.
  3. Click Release to send it to the agent.

The agent immediately sees the bundle on their dashboard with a notification.

#Concluding a Bundle

After the agent has responded and you're satisfied:

  1. Open the bundle.
  2. Review the agent's response.
  3. Click Conclude to close the coaching cycle.

The bundle moves to the completed section for historical reference.

#Responding to a Coaching Pack (Agent View)

When a coaching bundle is released, the agent sees it on their dashboard.

#Step-by-Step

  1. Open your Agent Dashboard. A banner alerts you to pending coaching packs.

  2. Click Respond Now (or navigate to the coaching pack from the list).

  3. Review the materials:

    • Read the manager's notes and guidance
    • Listen to the selected calls
    • Review the specific check failures highlighted

  4. Submit your response:

    • Write your reflection, action plan, or acknowledgement
    • Click Submit Response

  5. If in-person coaching occurred, click Acknowledge to confirm the session happened.

  6. The bundle status updates and the manager is notified.

#Agent Coaching Pack Statuses

Badge Meaning Action Needed
Needs Response Bundle released, waiting for your input Review and respond
Acknowledge In-person session held, confirm it Click Acknowledge
Submitted You've responded, waiting for manager No action needed
Acknowledged In-person coaching confirmed No action needed
Concluded Manager closed the bundle Review if desired

#Agent Responses Page

Managers use the Agent Responses page to track and review responses:

  1. Navigate to Agent Responses in the sidebar. The badge shows pending responses.

  2. Review each response:

    • Read the agent's written response
    • See the associated escalation or coaching context

  3. Close the escalation once you're satisfied with the response.

#Performance Goals

Goals are set within coaching bundles to give agents measurable targets.

#Goal Types

Type Measures Example
Overall Score Average quality score "Achieve 80% average score"
Check Pass Rate Percentage of a specific check passing "Pass 'Opening Greeting' on 90% of calls"
Calls Completed Number of calls processed "Handle 50 calls this month"
Training Completed Coaching items resolved "Complete all training items"
Scorecard Average Average scorecard score "Maintain 4.0/5.0 scorecard average"

#Goal Time Periods

  • Daily, Weekly, Monthly, Quarterly, or Custom date range

#Tracking Progress

Agents see their goals on the dashboard with:

  • Progress bar showing current vs target
  • Days remaining
  • At-risk indicator if falling behind

Managers see goal progress on the agent detail page and in coaching bundle reports.

#Troubleshooting

#Training queue is empty but I know there are issues

Symptoms: No items in the training queue despite reviewing calls. Cause: Training items are only created when checks are given the Pass with Training disposition during review. Solution:

  1. Go to the review queue and review flagged calls.
  2. Set the disposition to Pass with Training on checks that need coaching.
  3. Those checks will appear in the training queue.

#Agent says they can't see a coaching pack

Symptoms: Manager released a bundle, but the agent doesn't see it. Cause: The bundle may still be in Draft status, or the agent isn't linked to a user account. Solution:

  1. Check the bundle status — it must be Released for the agent to see it.
  2. Verify the agent has platform access (user account linked to their agent profile).
  3. The agent may need to refresh their dashboard.

#Can't conclude a bundle

Symptoms: The "Conclude" button is not available. Cause: The bundle may not have progressed far enough in the lifecycle. Solution: The agent must respond or acknowledge before you can conclude. Check the bundle's current status.

#FAQ

#Can I include calls from multiple campaigns in one coaching bundle?

Coaching bundles are typically scoped to a specific campaign's agent assignment. The calls you select should be from campaigns the agent is assigned to.

#How many goals can I set per bundle?

There is no strict limit. Set as many goals as are relevant, but 2-3 focused goals are typically more effective than many broad ones.

#Can I edit a released coaching bundle?

Once released, the bundle's core content is locked to maintain integrity. Create a new bundle if additional materials are needed.

#How long do agents have to respond?

There is no system-enforced deadline. Use the manager notes to communicate your expected timeline. The "Awaiting Response" stat on the Coaching Packs page helps you track overdue responses.

#Role Access

Action Agent Manager Compliance Officer Senior Manager Owner
View training queue — Yes Yes Yes Yes
Create coaching bundles — Yes Yes Yes Yes
Release bundles — Yes Yes Yes Yes
Conclude bundles — Yes Yes Yes Yes
Respond to bundles Yes (exclusive) — — — —
View agent responses — Yes Yes Yes Yes
Set performance goals — Yes Yes Yes Yes
View own coaching history Yes — — — —