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AI agent for customer service managers

Agent Coaching Plan Agent

Targeted coaching plans that show measurable improvement

LearningCustomer supportManagementOperations
See how it worksGet access
Agent Coaching Plan Agent: what goes in, what the agent does and what you get

What it does

Coaching often targets whatever the supervisor last heard, not what would help the person most. Each month this agent reviews each frontline agent's handle time, first call resolution, QA scores, survey scores and schedule adherence. It finds the one or two skills that would make the biggest difference for that person and drafts a coaching plan with real call examples and practice tasks. After four weeks it checks whether the target metric moved. If not, it looks for a different cause, such as a system issue, missing access or a different skill, and updates the plan. The supervisor reviews every plan before coaching sessions and owns the conversation with the agent. Edge case: a sudden drop for one agent after a schedule change is flagged as a possible personal or workload issue for the supervisor to discuss privately.

How it works

Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.

Start and resultWhat it doesA check on its own workWaits for your OKGoes back and retries
ApprovedYes, continueNo 1 STARTS WHEN Monthly coaching cycle 2 USES A TOOL Pull metrics and QA scores per agent 3 DOES Find the one or two largest skill gaps 4 USES A TOOL Draft plan with call examples and practice tasks 5 YOU APPROVE Supervisor reviews the plan before the session 6 DOES Wait four weeks and measure the target metric 7 CHECKS THE RESULT Did the target metric improve? If not: look for another cause and revise the plan. Backto step 3. 8 RESULT Coaching record updated
Read the steps as a list
  1. Monthly coaching cycle
  2. Pull metrics and QA scores per agent
  3. Find the one or two largest skill gaps
  4. Draft plan with call examples and practice tasks
  5. Supervisor reviews the plan before the sessionThe agent waits here for your OK.
  6. Wait four weeks and measure the target metric
  7. Did the target metric improve?If not: look for another cause and revise the plan. Back to step 3.
  8. Coaching record updated

How it decides

It picks skills by gap against team target multiplied by call volume affected.

  • At most two focus skills per plan
  • Sudden drops after schedule changes go to the supervisor as a conversation
  • Check results at four weeks

Make it yours

Every agent is a starting point. You choose these settings for your own situation.

  • Metrics used
  • Follow-up period (default 4 weeks)
  • Focus skills per plan
  • Plan format

What keeps you in control

It always asks you first

  • Coaching plans
  • Any performance warning

Hard limits

  • Never issues warnings or discipline
  • Never shares one agent's data with another

It stops when

  • Done: metric at target
  • Stop: agent leaves the team

Set it up

We guide you through the set-up, step by step

Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.

10 minto set it up in your AI
5 AIsChatGPT, Claude, Copilot, Gemini, Grok
  • One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
  • The agent then walks you through connecting your own data, one source at a time
  • A downloadable copy with the flow chart, the rules and the full guide
Get access to this agent

An example run

What happensIn January, one agent's first call resolution was 61% against a 72% target. The plan focused on billing questions. After four weeks it was 62%, so the progress check failed. The agent looked again and found most repeat calls were about refunds, and the person had no access to the refund tool. The supervisor approved an access request and a revised plan.

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