> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/contact-center/en/the-coaching-area.md). # The coaching area ### The coaching area This is a new area in the Contact Center with its own navigation item. This area is currently still in beta phase. Here you can view the performance of a single agent per channel. At the moment, admins there see the performance for inbound telephony with the following scope: * Filters at top: Channel, Agent, call direction (inbound telephony), time period (Today, Yesterday, Last 7 days, Last 30 days, Last 12 weeks, Custom) * KPIs: * Availability and utilization (section) * Logged-in time (%) * Agent activities (%) * Logged-in time (hrs.) * Availability rate * Productive time rate * Call volume (section) * Answered calls * Handling times (section) * Avg. handling time (AHT) (min) * Avg. after-call work time (min) * Avg. talk time (min) ### Select agent and channel At the top of the coaching area, select whose performance you want to see: * Select agent * Select channel for the agent The selection applies to all three tabs: target values, performance, and call data. ### Target values In the Target values tab, you set personal target values for an agent in the selected channel. You can set target values for these 3 KPIs: * Avg. handling time (AHT) * Avg. after-call work time * Avg. talk time The target values apply only to inbound telephony. Only one target value can be active per KPI at a time. #### Set target value 1. Select agent and channel. 2. In the tab **Target values** click Add target value. 3. Under **Select metric** choose the desired KPI. 4. Under **Average period** specify the period over which the average is calculated: last 7, 14, or 30 days. 5. Under **Current value** shows where the agent currently stands. Enter the desired value under “New target value”. 6. Click Save. As soon as the target value is saved, the agent receives an email. It contains the KPI, average period, current value, and new target value. The agent does not need to do anything. Their value is automatically compared with the target value. If all 3 KPIs already have an active target value, no further one can be added. #### Track target values Under **Active target values** shows the current value of the agent and the target value for each KPI. A target value is considered achieved when the agent's value is equal to or lower than the target value. Under **All target values** lists all active and completed target values of the agent with creation date, KPI, target value, average period, status, and target achievement. #### Complete target value This is how to complete an active target value: 1. Under All target values, click “Complete target value” for the desired target value. 2. In the overview, check how the agent's value has developed since the creation date. 3. Under Complete, choose either “Achieved” or “Not achieved”. The option that matches the data is preselected and marked as recommended. You can also choose the other option. 4. Optionally, note why the target value was achieved or not achieved. 5. Click Save and send email. The agent receives an email about the completion of the target. It contains the KPI, average period, current value, target value, status (achieved or not achieved), and creation date. If the admin wrote a note, it is also included in the email. A completed target value can no longer be changed afterwards. The details remain visible under All target values. ### Performance In the Performance tab, you can see the KPIs of the selected agent. There are also these additional filters: call direction and time period. #### Inbound telephony Availability and utilization * Logged-in time (heatmap) * Agent activities * Avg. logged-in time (hrs.) * Availability rate * Productive time rate Call volume * Answered calls Handling times (in minutes) * Avg. handling time (AHT) * Avg. after-call work time * Avg. talk time #### Outbound telephony Availability and utilization * Logged-in time (heatmap) * Agent activities * Avg. logged-in time (hrs.) * Availability rate * Productive time rate Call volume * Outbound calls * Reached contacts * Unreached contacts * Contact rate Handling times (in minutes) * Avg. ring time * Avg. talk time An explanation of all KPIs can be found in the article [The KPIs in the Contact Center](/contact-center/en/kpi-glossar.md). ### Call data In the Call data tab, the admin sees all calls of the selected agent. Here they rate conversations and mark them for the next coaching session. The prerequisite for this is that **Conversation Intelligence** is active for the channel. Only then is there a transcript, intents, and topics for each call. If Conversation Intelligence is not active, admins can enable it directly in the tab via **Activate for free** . #### Rate conversation A conversation can be rated as Positive or Negative. Conversations not yet rated are set to **Not defined.** By clicking the transcript icon, you open the transcript of the desired call. In the Coaching section under Rate conversation, select the appropriate rating (positive or negative). #### Mark conversation for coaching Conversations you want to discuss with the agent are marked for coaching. This can be done in two ways: * In the table, click the pin icon in the Marked for coaching column. * In the transcript, click “Mark for coaching” in the Coaching section. Use “Remove marker” to remove the mark again. The agent cannot see whether their conversations were rated or marked. \ Rating and marking are independent of each other. A conversation can be rated, marked, or both.
#### Find rated and marked conversations again The table can be filtered by the columns **Conversation rating** and **Marked for coaching** This lets you see, for example, all negatively rated or all marked conversations of an agent at a glance. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://help.sipgate.de/contact-center/en/the-coaching-area.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.