Coaching

What's measured

Talk ratio — how much of the call the rep spoke versus the customer — question rate, and how objections were handled in the moment. These aren't subjective; they're counted directly from the transcript of every call.

Per rep and team-wide

Each rep sees their own trend line over time, so improvement (or drift) is visible without waiting for a formal review. Managers see the same data rolled up across the team, plus a leaderboard that surfaces who's actually closing versus who's just busy.

For managers, not surveillance

The point isn't to grade every call — it's to know who needs a coaching conversation before a deal is already lost. A manager can spot a rep whose talk ratio has crept up over three calls in a row and step in, instead of finding out after the quarter closes.

Where it shows up

Coaching signals feed the same manager view that surfaces deals at risk and overdue follow-ups — one place to see the whole team, not a separate report to pull.