Feature Availability

Vtiger Editions: One Professional | One Enterprise | One AI

Introduction

Vtiger CRM offers a Coaching module designed to assess and analyze the performance of support agents through Meetings, voice calls, emails, and chat metrics. This module enables managers to evaluate agent interactions, provide feedback, and identify areas for improvement, ultimately enhancing customer support quality.

Supervisors can review key performance indicators such as call duration, resolution times, satisfaction ratings, and other critical metrics. By leveraging the Coaching module, organizations can improve agent productivity, optimize customer service, and drive overall team performance.

The Coaching module provides two dashboards:

• Players (for sales and support representatives)
• Coaches (for managers and supervisors)

Role of Calculus AI in the Coaching Module

Calculus AI plays a crucial role in analyzing agent conversations and extracting insights from voice recordings, transcripts, chats, and emails. It provides actionable suggestions for improvement, helping agents refine their communication skills.

The Ask Calculus AI feature allows users to interact directly with the AI by entering commands. This feature is available in all CRM modules and can be accessed via the Ask Calculus icon in the top header of the CRM interface.

Benefits of the Coaching Module

Here are the benefits of the Coaching Module in Vtiger CRM:

• Training & Onboarding – Provides structured training to onboard new team members and familiarize them with sales processes and product offerings.
• Goal-Oriented Approach – Aligns individual sales targets with broader organizational objectives for consistent performance.
• Real-time Feedback – Enables managers to provide immediate feedback on calls, meetings, and opportunities, fostering quick improvements.
• Performance Metrics Tracking – Tracks key metrics like calls, emails, and chats to identify areas needing improvement.
• Accountability & Transparency – Encourages responsibility by tracking activities and results, promoting a culture of continuous learning. 

In this article, you will learn:

• Accessing the Coaching Module 
• Using Filters in the Coaching Module
• Setting the Coaching Module

Accessing the Coaching Module 

Follow these steps to Access the Coaching Module:

1. Log in to the CRM.
2. Click Main Menu.
3. Go to Sales.
4. Go to Sales Readiness > Coaching. The Coaching page opens. 
5. View the following information in the Coaching module:
   1. Players - Displays user’s performance metrics, interaction summaries, and reviews.
      1. Channels – Select a specific communication channel (Chat, Meeting, Call, or Email) from the dropdown for analysis.
      2. AI Score – Filter interactions based on AI-generated performance ratings by selecting from options 4+, Below 4, Below 3, or Below 2.
      3. Record Filter – Refine coaching records by selecting All Records or Flagged Records Only from the dropdown.
      4. Date – Select a date range to view records within the selected period
      5. More Filter – Apply advanced filtering options to refine data views based on specific criteria.
      6. Summary – View an overview of key performance insights and trends.
      7. Concepts – Access materials or coaching topics assigned for learning by managers or supervisors.
   2. Coaches - Managers and Supervisors who review and analyze user interactions across calls, emails, chats, and meetings using AI-driven insights. They use this to assess users' effectiveness and provide targeted coaching for improvement. 
      1. Assigned to – Click the dropdown and select the user whose performance you want to review.
      2. Channels – Select a specific communication channel (Chat, Meeting, Call, or Email) from the dropdown to analyze user interactions.
      3. AI Score – Filter interactions based on AI-generated performance ratings by selecting from options 4+, Below 4, Below 3, or Below 2.
      4. Record Filter – Refine coaching records by choosing between All Records or Flagged Records Only from the dropdown.
      5. Date – Select a date range to view records within the selected period. 
      6. More Filter – Use advanced filtering options to refine data views based on additional coaching criteria.
      7. Team Summary – View a consolidated performance summary of your team to identify strengths and areas for improvement.
      8. AI Rating Graph – Analyze AI-generated performance ratings over time to track improvements and coaching effectiveness.
      9. Overall Rating – Get a summary rating based on AI analysis of multiple performance factors for a quick assessment.
      10. Talk-to-Listen Ratio – Evaluate the balance of speaking and listening in agent conversations to ensure effective communication.
      11. Words Per Second – Monitor the agent’s speech rate to determine if adjustments are needed for better engagement.
      12. Mood – Assess the agent’s tone to detect confidence levels, engagement, or scripted responses.
      13. Summary – Get an overview of key performance insights and trends to make informed coaching decisions.

Using Filters in the Coaching Module

Filters in the Coaching module are available in both the Players and Coaches dashboards to help users quickly access relevant coaching records based on specific needs. 

Follow these steps to Access the Coaching Module:

1. Log in to the CRM.
2. Click Main Menu.
3. Go to Sales.
4. Go to Sales Readiness > Coaching. The Coaching page opens. 
5. Select or enter the necessary information to filter the records:
   1. For Players Dashboard
   2. For Coaches Dashboard

Now, we will learn about how to use filters in the Players and Coaches Dashboard. 

 Players Dashboard

1. Channels - Select from the drop-down to filter records based on the communication channel (phone, email, chat).
2. AI Score - Filter interactions based on AI-generated performance ratings by selecting from options: 4+, Below 4, Below 3, or Below 2.
3. Record Filter - Refine coaching records by choosing between All Records or Flagged Records Only from the dropdown.
4. Date - Select a date range to view records within the selected period. 
5. More Filters - Click on More Filters, then select the following options:
   1. Sales Stage - Select the sales stage relevant to the coaching review.
   2. Contact Status - Filter records based on the contact's current status.
6. Review Status - Filter based on whether the record has been reviewed or not.
   1. All - Displays all coaching records regardless of review status.
   2. AI Review Pending - Shows records that are pending AI-based review.
   3. Acknowledged Pending - Displays records that have been reviewed but not yet acknowledged.
   4. Acknowledged - Shows records that have been acknowledged.

Coaches Dashboard

1. Assigned To - Choose the user whose performance record you want to view.
2. Channels - Filter records based on the communication channel (phone, email, chat).
3. AI Score - Filter records based on AI-generated performance scores.
4. Record Filter - Apply filters to refine records based on coaching parameters by choosing between All Records or Flagged Records Only from the dropdown.
5. Date - Select a date range to view records within the selected period. 
6. More Filters - Click on More Filters, then select the following options:
   1. Sales Stage - Select the sales stage relevant to the coaching review.
   2. Contact Status - Filter records based on the contact's current status.
7. Review Status - Filter based on whether the record has been reviewed or not.
   1. All - Displays all coaching records regardless of review status.
   2. AI Review Pending - Shows records that are pending AI-based review.
   3. Review Pending -Shows records that are pending review.
   4. Review Done - Displays records that have been reviewed and completed

The filtered list will appear, showing only the relevant coaching records.

Setting the Coaching Module

The Coaching module in Vtiger CRM allows admins to tailor coaching settings, manage scorecards, and configure analysis parameters for meetings, phone calls, emails, and chats. This ensures a more effective evaluation process and enhances agent performance.

Note: The customization option in the Coaching module is available only for admins. 

Follow these steps to customize the Coaching module:

1. Log in to the CRM.
2. Click Main Menu.
3. Go to Sales.
4. Go to Sales Readiness > Coaching. The Coaching page opens.
5. Click the Settings button. The Coaching settings page opens. 
6. Enter or select the following information in each section:
   1. Scorecard
   2. Ignore Emails
   3. Other Settings

Now, we will learn about each of the settings sections in detail

Scorecard

1. New Scorecard - Click to add a new scorecard.
   1. Scorecard Name - Enter a name for the scorecard.
   2. Channel - Select the communication channel (phone, email, chat).
   3. Questions - Define the evaluation questions for the scorecard.
2. Delete - Click to remove a scorecard.
3. Edit - Click to modify an existing scorecard.

Ignore Emails

1. Add New - Click to add a new email address to the ignore list.
   1. Email - Enter the email address to be ignored.
2. Delete - Click to remove an email from the list.
3. Edit - Click to modify an existing email entry.

Other Settings

1. Meetings Configuration
   1. Meetings Analysis -Enable or disable analysis of meetings (Yes/No).
   2. AI Rating - Set AI rating for the Meeting. 
2. Phone Call Configuration
   1. Phone Call Analysis - Enable or disable call analysis (Yes/No).
   2. Talk-to-Listen Ratio Threshold - Define the talk-to-listen ratio. 
   3. Speech Rate Threshold - Set the speech rate threshold. 
   4. Mood of Speech -Identify speech tone (Reading, Showing No Emotion, Speaking Passionately).
   5. AI Rating - Set AI rating for the Phone Call. 

Example: Suppose the talk-to-listen ratio is set to 50%, the speech rate is set to 2, and the mood of speech is enabled for reading, with the AI rating set to below 2. If during a call, the user speaks 60% of the time instead of the allowed 50%, and the speech rate exceeds two words per second, the AI will detect this and flag the call with a rating of below 2.

3. Email Configuration
   1. Email Analysis - Enable or disable email analysis (Yes/No).
   2. Grammar Errors Threshold - Define the threshold for grammar errors. 
   3. AI Rating - Set AI rating for Email.

Example: If the Grammar Errors Threshold is set to 2 or more and the AI Rating is set to below 3, then any email containing 2 or more grammar errors will be Rated below 3.

4. Chats Configuration
   1. Chat Analysis - Enable or disable chat analysis (Yes/No).
   2. Grammar Errors Threshold - Define grammar error threshold. 
   3. AI Rating - Set AI rating for Chat. 

References