Currently we can see the # of Feedback, # of Scorecard and # of Calls listened to. But from an auditing and coaching point of view we aren't seeing a tally of # of Comments provided.

Yes this is mainly a management based platform but the comments let us know that the coached isn't just accepting the AI/manual feedback and scores, with no rebuttal or agreement.

Being able to see that Agent A received X amount of feed back, on X amount of calls and then provided X amount of comments would expand the Coaching Insights into a more comprehensive platform. The agent should also be able to reply to the Coaching insights and provide their own action plan to meet the targets/suggestions put forth.

On the Coaching Dashboard I would like to see.

• Agent comments on the coaching insights
• Agent comments as a separate tab
• # of comments in the managers reviews