Coaching & Training
Coach the calls that matter. Practice before they count.
EmberQA finds each agent's recurring misses, builds coaching from their own calls, and lets them rehearse with an AI caller until they get it right.
From the calls agents missto the calls they nail.
Find each agent's recurring gaps, coach them with examples from real calls, and let them practice with an AI caller before it counts.
Targeted Coaching
Identify recurring gaps in each agent’s calls and build personalized coaching around practical recommendations and examples from your strongest performers.
- Recurring missed metrics for every agent
- Coaching recommendations grounded in their own calls
- Examples from your strongest performers
- Coaching notes and history
Training Programs
Build a program from lessons, call reviews, and quizzes, assign it to the agents who need it, and see who has finished.
- Lessons, call-review exercises, and knowledge checks
- Assign programs to specific agents
- Completion tracking for every agent
AI roleplay
Agents practice billing disputes, cancellations, and policy steps with an AI caller, then see a scored review of every attempt.
- Scenarios built around your policies
- Scored attempts with the reasoning shown
- Unlimited AI roleplay usage
Improvement Plans
Set the target an agent needs to hit and how long they have to hit it, then follow their progress every day to see whether the coaching is working.
- Goals for any rubric metric or the overall score
- Pass thresholds and a monitoring period you set
- Daily progress and pace for each agent
Agent Portal
Give every agent one place to see their own scores, coaching, and training, with the call behind each piece of feedback. They know what to work on before the next one-on-one.
- Scored calls and progress over time
- Coaching tied back to their own calls
- Assigned training ready to start
- Access limited to their own data
Everything else in Coaching & Training
Recurring missed-metric insights
See the gaps that keep showing up across agents and metrics, so coaching goes where it matters.
Coaching notes & history
Record what was coached and when, and keep the history next to the calls that prompted it.
Training completion tracking
Track who finished their programs and how each roleplay attempt scored.
Advanced detection and reporting
Catch urgent issues sooner, and get answers from your QA data.
Red-flag detection & alerts
Define the issues that need attention and alert supervisors by email, SMS, or webhook.
Emotion mapping
See how customer and agent emotions change through each call and jump to the key moments.
On-Demand Analyst
Ask questions about your QA data in plain language and save the answers as reports.
Workflow automations & webhooks
Send scores, red flags, and extracted data to your CRM or ticketing system.
Daily AI reports & PDF trends
A daily snapshot of priorities and standouts, plus trend reports to share.
White glove onboarding
Hands-on help configuring teams, rubrics, and supported integrations, plus enterprise support.
One platform
One set of standards, from review to the live call.
Quality Assurance, Coaching & Training, and Agent Assist work toward the same standards, so every fix gets reinforced until it shows up in your scores.
- 1
QA finds the miss
Every call is scored against your rubric, so you see exactly which steps agents skip.
Quality Assurance - 2
Coaching explains it
Each agent gets coaching built from their own calls, with examples from your top performers.
Coaching & Training - 3
Roleplay practices it
Agents rehearse the situation with an AI caller until they get it right.
Coaching & Training - 4
Assist prompts it live
On the next real call, Agent Assist reminds them at the moment it matters.
Agent Assist - 5
QA confirms it stuck
Scores show whether the behavior changed, agent by agent and week by week.
Quality Assurance
Frequently asked questions
Still have questions? Our team can help you connect your channels, map your scorecards, and see how EmberQA fits your workflow.
Talk to our teamTurn QA findings into better calls.
See how coaching, improvement plans, and AI roleplay work on your own scorecard.