Feature Availability

Vtiger Editions: One Growth | One Professional | One Enterprise | One AI 

Introduction 

The Vtiger CRM Coaching module improves sales and support performance by analyzing interactions across calls, emails, chats, and meetings. It helps you with the following: 

• Performance Tracking: Evaluates key metrics like call duration, resolution times, and customer satisfaction ratings.
• Targeted Guidance: Enables managers to identify skill gaps, provide actionable feedback, and assign tailored training materials.
• AI-Powered Insights: Uses automated analytics and structured workflows to streamline coaching processes.
• Core Impact: Drives agent productivity, sharpens communication skills, and elevates overall customer service quality.

You can display the following metrics for meetings, phone calls, emails, and chats:

• Phone calls and emails that you need to review 
• Talk-to-Listen ratio
• Mood chart
• Rate of Speech chart
• Charts showing the sales and support reps’ performance trend over time 
• Topic suggestion for the next coaching session

The Coaching module provides the following two dashboards to track and manage performance:

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

Dashboards

The Coaching Module provides two main dashboards:

• Players Dashboard
• Coaches Dashboard

Players Dashboard

Designed for sales and support agents, this dashboard helps agents:

• Track their interactions with clients.
• View AI-generated performance ratings and suggestions.
• Receive feedback and assigned learning concepts from managers.
• Identify areas for improvement in calls, emails, and chats.

Key Features

• Shows talk-to-listen ratio, mood, rate of speech for calls; grammar and completeness for emails; tone and sentiment for chats.
• Managers assign courses or skill concepts to improve performance.

Coaches Dashboard

Designed for managers and supervisors, this dashboard allows them to:

• Review all interactions of their team members.
• Monitor metrics like talk-to-listen ratio, email quality, and chat tone.
• Provide manual ratings, suggestions, and assign learning concepts.
• Track performance trends over time.

Key Features:

• Action item identification from meetings.
• AI-generated insights from calls, emails, and chats.
• Performance charts and summaries for individual agents and teams.

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.

To learn more about Ask Calculus AI, click here. 

Use Case 

Consider Emily, a sales agent at ABC Corp., who struggles with client interactions. Her manager, Michael, wants to monitor her performance and help her improve using the Coaching module.

All of Emily’s phone calls, emails, meetings, and web chat interactions are automatically captured as coaching records. Calculus AI analyzes these interactions and evaluates metrics such as talk-to-listen ratio, tone, speech rate, grammar, and the completeness of email responses.

Michael reviews the AI-generated insights and flagged interactions. He provides additional feedback through manual ratings and assigns training materials in the form of concepts to help Emily improve her skills.

Emily can view Michael’s feedback and suggestions on the Player Dashboard. She can acknowledge the feedback by marking it as read/acknowledged and work on the assigned concepts.

Over time, Michael can track measurable improvements in Emily’s performance through performance trends, AI ratings, and chat and email quality analysis. This continuous feedback loop helps Emily improve her communication skills, respond more effectively to clients, and enhance her overall performance.

Benefits of the Coaching Module

The benefits of the Coaching Module are:

• Training & Onboarding: Structured guidance for new agents.
• Goal-Oriented Approach: Aligns individual targets with company objectives.
• Real-Time Feedback: Provides immediate insights on calls, emails, and meetings.
• Performance Metrics Tracking: Monitors key communication channels to identify areas needing improvement.
• Accountability & Transparency: Tracks results and encourages continuous learning.

In this article, you will learn about:

• Accessing the Coaching module 
• Setting up the Coaching module 
• Using Filters in the Coaching module

Key Terminology

Accessing the Coaching Module 

Follow these steps to access the Coaching Module:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Sales.
4. Go to Sales Readiness > Coaching. The Coaching page opens. 

Players Dashboard - If you are a CRM user who reports to a manager, you can view the Players Dashboard. It displays performance metrics, interaction summaries, and reviews for CRM users.

Coaches Dashboard - If you are a manager, supervisor, and someone with reportees or subordinates, you can view the Coaches Dashboard. From this dashboard, you can:

• View your team members’ user interactions across calls, emails, chats, and meetings.
• Review and analyze these using AI-driven insights. 
• Use this data to assess your subordinates' efficiency and productivity.
• Suggest training programs for improvement.

Note: 

• Those in subordinate positions cannot access the Coaches Dashboard.
• Those in subordinate positions cannot access their team member’s Players Dashboard.
• Managers, supervisors, etc., can view the dashboards of members of other teams. 
• For a manager to suggest a training course (concept), the concepts should have already been created and published using the LMS.

Setting up the Coaching Module

The Coaching module in Vtiger CRM allows admins to:

• Tailor coaching settings
• Manage scorecards
• Configure analysis parameters for meetings, phone calls, emails, and chats

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

Follow these steps to configure the Coaching module:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Sales.
4. Go to Sales Readiness > Coaching. The Coaching page opens.

5. Click Settings. The Coaching settings page opens. 

6. Enter or select the following information in each section:
   1. 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, or chat).
         3. Questions - Define the evaluation questions for the scorecard.
         4. Delete - Click to remove a scorecard.
         5. Edit - Click to modify an existing scorecard.
   2. Ignore Email
      1. Add New - Click to add a new email address to the ignore list.
      2. Email - Enter the email address to be ignored.
      3. Delete - Click to remove an email from the list.
      4. Edit - Click to modify an existing email entry.
   3. 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, or Speaking Passionately).
         5. AI Rating - Set the AI rating for the Phone Call. 
            1. 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.
            1. 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 the grammar error threshold. 
         3. AI Rating - Set AI rating for Chat. 
7. Click Save. 

Using Filters in the Coaching Module

Filters in the Coaching module are available in both the Players and Coaches dashboards. They help you display relevant coaching records based on specific needs. 

Players Dashboard 

Follow these steps to use filters in the Players dashboard:

1. Log in to the CRM.
2. Click the 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. 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.

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

Coaches Dashboard

Follow these steps to use the filter in the Coaches dashboard: 

1. Log in to the CRM.
2. Click the 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. 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
      8. Team Summary – View a consolidated performance summary of your team to identify strengths and areas for improvement.
      9. AI Rating Graph – Analyze AI-generated performance ratings over time to track improvements and coaching effectiveness.
      10. Overall Rating – Get a summary rating based on AI analysis of multiple performance factors for a quick assessment.
      11. Talk-to-Listen Ratio – Evaluate the balance of speaking and listening in agent conversations to ensure effective communication.
      12. Words Per Second – Monitor the agent’s speech rate to determine if adjustments are needed for better engagement.
      13. Mood – Assess the agent’s tone to detect confidence levels, engagement, or scripted responses.
      14. Summary – Get an overview of key performance insights and trends to make informed coaching decisions.

Assigning a Concept to a Player

A Coach can assign concepts to Players to help them improve specific skills.

Follow these steps to assign a concept to a player: 

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Sales.
4. Go to Sales Readiness > Coaching. The Coaching page opens..
5. Click Players. The Players page opens.
6. Select the Player to whom you want to assign a concept.
7. Click Assign Concept.
8. Select the required concept.
9. Add any required details or instructions.
10. Click Assign.

The assigned concept is then available to the Player on the Players Dashboard, where they can review and work on it.

Note: The exact button names and steps should match the current Coaching module UI. If your product has different labels, use those visible labels instead.

References

• Calculus AI - Your Smart Feature
• Calculus AI for Email and Call Analysis
• Calculus AI for Email Assistant to Recommend Content