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Overview

Coaching in Oration is a powerful way to train your agents to handle specific scenarios with the right responses. By defining coaching instructions, you ensure that your agents consistently follow best practices and company guidelines during customer interactions.
Coaching Overview

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Viewing and Managing Coachings

The Coaching dashboard provides an overview of all coaching instructions you’ve created. For each coaching, you can see:
  • Scenario: The situation or trigger for the coaching (e.g., “Where the customer is inquiring about the pricing plan”).
  • Assigned Agents: Which agents will receive this coaching.
  • Status Toggle: Enable or disable coaching as needed.
You can easily add, edit, or remove coaching instructions to keep your training up to date.

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Creating a New Coaching

To add a new coaching instruction, click the Create Coaching button. Coachings Alternatively, you can quickly create a new coaching directly from a conversation transcript in the history view. Just click the Coaching icon next to the relevant section of the transcript to launch the coaching creation form with context pre-filled. Coachings

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Field Explanations

  • Scenario
    Describe the situation when this coaching should be triggered.
    Example: “When the customer says they want a discount”
  • Agent Behavior
    Provide a guideline or example of how the agent should respond.
    Example: “Inform the customer that the prices are not negotiable”
  • Apply for all agents
    Check this box if you want the coaching to apply to every agent in your organization.
  • Agents
    Select specific agents who should receive this coaching if not applying to all.
Click Save to activate the coaching. The selected agents will now follow this guidance whenever the defined scenario occurs.

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Example Scenarios

  • Scenario: When the customer asks about payment status
    Agent Behavior: Politely check if the customer has paid 10 percent of the total amount.
  • Scenario: Where the customer is inquiring about the pricing plan
    Agent Behavior: Clearly explain the available pricing options.

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Best Practices

  • Use clear, specific scenarios to trigger coaching at the right moments.
  • Write actionable, concise agent behaviors for easy adoption.
Need more help? Reach out to our team at [email protected]