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“As a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.”

Chris Hervieux

Conact Center Leader

“As a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.”

Chris Hervieux

Conact Center Leader

“As a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.”

Chris Hervieux

Conact Center Leader

FAQ

Frequently Asked Questions

Any more questions?

Contact us

1. How does AI-powered agent coaching work?

Level AI agent coaching software analyzes 100% of agent interactions, including calls, emails, and chats, to automatically identify coaching opportunities. It generates personalized coaching plans based on specific strengths, performance gaps, and areas for improvement. Managers can review, edit, and share these plans directly with agents. Agents can review the feedback with full conversation context, accept the coaching, or add comments to create a collaborative coaching experience.

2. Who can initiate an agent coaching session, and what is the workflow?

Level AI supports coaching workflows for QA auditors, team leads, and managers. A QA auditor can flag an interaction that needs attention and assign it to a manager for coaching. Managers receive notifications for pending coaching tasks, making it easier to manage coaching sessions, track follow-ups, and ensure timely coaching. This workflow connects call center coaching with day-to-day quality management processes.

3. How can agent performance and improvement be tracked over time?

Level AI agent coaching software provides a centralized view of coaching activity and agent performance. Managers can track KPIs, QA scores, compliance, coaching history, and other performance metrics to understand how agents are progressing. Connecting coaching sessions with performance trends also helps identify where additional support is needed and measure the impact of coaching programs. These insights can be viewed alongside agent analytics to provide a broader view of agent performance.

4. Does Level AI offer real-time agent coaching?

Yes. Level AI supports both post-interaction coaching and real-time agent assistance. The Agent Coaching module helps managers create long-term development plans based on past interactions, while Real-Time Agent Assist provides live guidance, prompts, and relevant knowledge base articles during customer interactions.

5. What data does Level AI use to generate coaching recommendations?

Level AI analyzes multiple sources of interaction and performance data to generate coaching recommendations. The AI evaluates conversation transcripts, detected behaviors such as sentiment shifts and overtalk, QA evaluation scores, customer feedback, and other performance signals. This helps generate evidence-based coaching recommendations tied to specific behaviors and performance gaps.

6. Can coaching plans be customized for different teams and agents?

Yes. Level AI agent coaching software allows managers to create coaching templates, define specific KPIs, and tailor coaching priorities for different teams, roles, and individual agents. Personalized coaching plans can help new hires build foundational skills, support experienced agents through process changes, and address specific performance gaps. This makes it easier to deliver targeted agent coaching at scale.

FAQ

Frequently Asked Questions

1. How does AI-powered agent coaching work?

Level AI agent coaching software analyzes 100% of agent interactions, including calls, emails, and chats, to automatically identify coaching opportunities. It generates personalized coaching plans based on specific strengths, performance gaps, and areas for improvement. Managers can review, edit, and share these plans directly with agents. Agents can review the feedback with full conversation context, accept the coaching, or add comments to create a collaborative coaching experience.

2. Who can initiate an agent coaching session, and what is the workflow?

Level AI supports coaching workflows for QA auditors, team leads, and managers. A QA auditor can flag an interaction that needs attention and assign it to a manager for coaching. Managers receive notifications for pending coaching tasks, making it easier to manage coaching sessions, track follow-ups, and ensure timely coaching. This workflow connects call center coaching with day-to-day quality management processes.

3. How can agent performance and improvement be tracked over time?

Level AI agent coaching software provides a centralized view of coaching activity and agent performance. Managers can track KPIs, QA scores, compliance, coaching history, and other performance metrics to understand how agents are progressing. Connecting coaching sessions with performance trends also helps identify where additional support is needed and measure the impact of coaching programs. These insights can be viewed alongside agent analytics to provide a broader view of agent performance.

4. Does Level AI offer real-time agent coaching?

Yes. Level AI supports both post-interaction coaching and real-time agent assistance. The Agent Coaching module helps managers create long-term development plans based on past interactions, while Real-Time Agent Assist provides live guidance, prompts, and relevant knowledge base articles during customer interactions.

5. What data does Level AI use to generate coaching recommendations?

Level AI analyzes multiple sources of interaction and performance data to generate coaching recommendations. The AI evaluates conversation transcripts, detected behaviors such as sentiment shifts and overtalk, QA evaluation scores, customer feedback, and other performance signals. This helps generate evidence-based coaching recommendations tied to specific behaviors and performance gaps.

6. Can coaching plans be customized for different teams and agents?

Yes. Level AI agent coaching software allows managers to create coaching templates, define specific KPIs, and tailor coaching priorities for different teams, roles, and individual agents. Personalized coaching plans can help new hires build foundational skills, support experienced agents through process changes, and address specific performance gaps. This makes it easier to deliver targeted agent coaching at scale.

FAQ

Frequently Asked Questions

Any more questions?

Contact us

1. How does AI-powered agent coaching work?

Level AI agent coaching software analyzes 100% of agent interactions, including calls, emails, and chats, to automatically identify coaching opportunities. It generates personalized coaching plans based on specific strengths, performance gaps, and areas for improvement. Managers can review, edit, and share these plans directly with agents. Agents can review the feedback with full conversation context, accept the coaching, or add comments to create a collaborative coaching experience.

2. Who can initiate an agent coaching session, and what is the workflow?

Level AI supports coaching workflows for QA auditors, team leads, and managers. A QA auditor can flag an interaction that needs attention and assign it to a manager for coaching. Managers receive notifications for pending coaching tasks, making it easier to manage coaching sessions, track follow-ups, and ensure timely coaching. This workflow connects call center coaching with day-to-day quality management processes.

3. How can agent performance and improvement be tracked over time?

Level AI agent coaching software provides a centralized view of coaching activity and agent performance. Managers can track KPIs, QA scores, compliance, coaching history, and other performance metrics to understand how agents are progressing. Connecting coaching sessions with performance trends also helps identify where additional support is needed and measure the impact of coaching programs. These insights can be viewed alongside agent analytics to provide a broader view of agent performance.

4. Does Level AI offer real-time agent coaching?

Yes. Level AI supports both post-interaction coaching and real-time agent assistance. The Agent Coaching module helps managers create long-term development plans based on past interactions, while Real-Time Agent Assist provides live guidance, prompts, and relevant knowledge base articles during customer interactions.

5. What data does Level AI use to generate coaching recommendations?

Level AI analyzes multiple sources of interaction and performance data to generate coaching recommendations. The AI evaluates conversation transcripts, detected behaviors such as sentiment shifts and overtalk, QA evaluation scores, customer feedback, and other performance signals. This helps generate evidence-based coaching recommendations tied to specific behaviors and performance gaps.

6. Can coaching plans be customized for different teams and agents?

Yes. Level AI agent coaching software allows managers to create coaching templates, define specific KPIs, and tailor coaching priorities for different teams, roles, and individual agents. Personalized coaching plans can help new hires build foundational skills, support experienced agents through process changes, and address specific performance gaps. This makes it easier to deliver targeted agent coaching at scale.

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Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions