Coaching in Oversai

Turn insights into actions that actually drive improvement 🚀

With Coaching in Oversai, you can trigger structured coaching actions based on insights identified through AI (AutoQA, AI Process, AI Metrics, AI Tagging) or Manual QA.
Move beyond static reports and transform diagnostics into clear, trackable coaching plans with real follow-up — all in one place.

1. Coaching Home

From the left-hand menu, go to Actions → Coaching to access the Coaching Home, where you’ll find a clear and actionable overview of all coaching activity.

Here you’ll see key insights such as:

  • Total coaching sessions created

  • Coaching in progress and pending

  • Trends and performance

  • Focus areas

  • Overdue coaching sessions

Coach vs. Coachee view

In the top-right corner, you can filter the view to see:

  • As Coach (sessions you created)

  • As Coachee (sessions assigned to you)

This is useful since you may both give and receive coaching within Oversai.

2. Coaching Home Views

The Coaching Home offers three different views, depending on how you prefer to work:

🔹 Dashboard View

A high-level visual overview with initial metrics and coaching trends.

🔹 Table View

A detailed list of all coaching sessions, showing:

  • Coachee(s)

  • Coaching status

  • Creation date

  • Follow-up date

From the action icons on the right, you can:

  • View

  • Edit

  • Clone

  • Expand a coaching session

🔹 Kanban View

A highly visual and intuitive view where coaching sessions automatically move between stages based on:

  • The follow-up date

  • Completion of action items

Perfect for tracking progress at a glance.

3. How to create a Coaching session

You can create coaching sessions from multiple places in Oversai:

Option 1: From Coaching (Table or Kanban)

Click “New Coaching” directly from the Coaching section.

Option 2: From evidence (recommended 🔥)

You can pin evidence to create coaching with full context, such as:

  • Interactions

  • QA evaluations

  • AI Process or AI Tagging results

Anywhere you see the pin icon đź“Ś, you can pin an item.

Once items are pinned:

  • A black button will appear in the bottom-right corner showing the number of pinned items

  • Click it to start a new coaching session with those references attached

4. Coaching creation form

When you start a coaching session, you’ll complete the following fields:

  1. Coachee(s)
    Select one or more agents who will receive the coaching.

  2. Follow-up date
    Defines when the coaching outcome should be reviewed.
    If objectives are not met by this date, the session will be marked as Overdue.

  3. Feedback
    Add comments, guidance, or coaching notes for the agent(s).

  4. Focus areas
    Topics or tags that define what the coaching focuses on.
    These are later used for reporting and trend analysis.

  5. Action items
    Define specific tasks or objectives for the agent.
    These can later be marked as completed or not.

  6. Resources
    Attach links, documents, or files to support the coaching.

  7. References
    Any pinned interactions or evaluations will appear here automatically.
    You can also add additional references manually if needed.

5. Save and send the Coaching session

Once the form is completed, you can:

  • Save as draft, or

  • Send the coaching session

Each agent will receive their coaching individually.

Notifications

Agents will be notified via:

  • The Chrome Extension

  • Or email

This depends on how their notification preferences are configured in Oversai.

6. Coaching follow-up

When it’s time to follow up, the coach can:

  • Track progress from the Kanban or Table view

  • Open the session details

  • Review action items

  • Mark whether objectives were completed or not

This ensures coaching turns into real improvement and measurable impact đź’Ş

Conclusion

Coaching in Oversai closes the loop between insight and action.
By turning QA findings, AI diagnostics, and real customer interactions into structured coaching sessions, teams can drive consistent improvement, reinforce best practices, and track real progress over time. With clear ownership, follow-ups, and visibility across agents and managers, Coaching helps ensure that feedback doesn’t get lost—and that quality improvements actually stick.

If you’d like to activate Coaching to try it out or add it to your current Oversai package, simply reach out to your Account Manager, who will be happy to get you set up and help you start driving impact right away.

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