Introducing Coaching Feed: Track Agent Growth, Session by Session
Coaching Was Broken in the Age of Dashboards. AI Made It Worse.
In a world where AI scores everything from tone to resolution accuracy, coaching ironically got harder.
Why?
Because most AI tools stop at detection.
They surface “issues.” They flag “moments.”
But who helps the humans grow from them?
Until now, coaching in support teams has been a reactive cycle of scattered feedback, delayed reviews, and vague advice like “be clearer” or “sound more confident.”
Advancelytics saw the problem. And we built the solution.
Coaching Feed: Where Signal Meets Growth
Coaching Feed is our answer to a silent problem:
Everyone’s collecting AI-driven insights, but no one’s helping agents turn them into habits.
We designed Coaching Feed as more than a score log. It’s a living, breathing agent development feed tracking:
- Real-time message scoring
- Coaching prompts linked to actual messages
- Empathy trends over time
- Confirmation behaviors flagged by AI
- Session notes, reflections, and growth metrics all in one thread
It’s AI + human development. Side by side.
🎤 Expert Insight
“Traditional coaching is like reviewing game footage weeks after the match. With Coaching Feed, you’re coaching during the game with instant replays and real-time context.”
Reema Doshi, Director of Support Ops at ElevateCX
What AI Doesn’t Coach We Do
AI tells you:
- This message lacked empathy
- The agent didn’t confirm resolution
- The tone dropped after a delay
But then what?
That’s where coaching starts.
With Coaching Feed, managers don’t just see where agents struggle; they step in, guide, and log that moment. The agent doesn’t just get feedback, they see a pattern. They grow.
This is how AI augments, not replaces, human support.
📈 Real Results: EdTech Brand Boosts CSAT by 18%
A leading EdTech team used Coaching Feed to improve agent behavior around ghosted confirmations.
Before: Coaching happened ad-hoc. Agents didn’t know what success looked like.
After: They saw message-level feedback tied to coaching sessions. Progress became visible. Motivation followed.
In just 3 months:
- ✅ CSAT ↑ 18%
- ⏱️ Resolution Time ↓ 45%
- 🛑 184 ghosted chats flagged proactively
✅ Takeaways for AI-Era Support Teams
- AI Without Coaching Is Incomplete: Signals are only as powerful as what you do with them.
- Support is Still Human Work: Your AI may write faster replies but your brand trust still depends on agent tone and behavior.
- You Need Growth Infrastructure: Coaching Feed is that infrastructure.
🙋♀️ Frequently Asked Questions (FAQ)
1. What is the Coaching Feed in Advancelytics?
The Coaching Feed is a real-time timeline that captures each agent's performance trends, flagged behavior patterns, and completed coaching sessions all in one place. Unlike static scorecards or monthly reviews, it helps you track progress session by session.
2. How is this different from traditional QA coaching?
Traditional QA reviews are just a sample of conversations, often weeks after they happened.
Advancelytics scores every message and auto-identifies coaching moments in real time — so feedback is faster, more specific, and directly tied to what the customer experienced.
3. What kind of insights does the Coaching Feed show?
- Behavior scores per interaction
- Confidence or empathy drops
- Ghosted closure detection
- Tagged coaching actions (e.g., “Tone Training”, “Resolution Clarity”)
- Session notes and past feedback visible over time
4. Who uses the Coaching Feed inside an organization?
- Team Leads & QA Managers use it to guide performance improvement
- CX Leaders use it to measure coaching impact on CSAT, FRT, and churn
- Agents use it to see their own growth journey and self-correct in real time
5. Can I filter or compare coaching trends across agents or teams?
Yes. Advancelytics offers a Coaching Dashboard where you can:
- Filter by agent, team, category, or coaching tag
- Compare performance before vs. after coaching
- Spot trends like “confidence dips post-escalation” across multiple agents
6. Does the Coaching Feed integrate with our existing QA or CS tools?
Absolutely. Advancelytics can ingest conversations from tools like Intercom, Zendesk, Freshdesk, Crisp, and others and layer coaching intelligence on top of them.
7. How does Advancelytics ensure coaching feels supportive, not surveillance-based?
We believe AI should enable growth, not induce fear. Coaching Feed:
- Provides message-level context, not just scores
- Surfaces positive behavior trends, not just mistakes
- Encourages coaching as an ongoing dialogue, not a performance review
🏁 Final Thought: AI Can Flag. Only Coaching Can Transform.
Automation is advancing. But trust is still built by humans.
With Coaching Feed, AI shows you where to coach, but the real magic is in how your team responds, adapts, and grows session by session.
👉 Join the waitlist to see Coaching Feed in action.