Improve agent performance through automation

CallMiner Coach aggregates insights from conversations, identifying which individuals are effective based on customized manual or automated scoring criteria. By deeply understanding agent and customer interactions, supervisors can identify performance trends, target behavior for guidance or reinforcement, and create a persistent culture of improvement.   

Drive positive customer and agent experiences

Through data-supported evidence, CallMiner Coach empowers supervisors to focus on the areas that will drive both improved agent performance and customer experience. Objective auto-scored detail makes it easy to modify or encourage agent behavior with the confidence that can only come from understanding every voice and text-based interaction. 

UI Coach Main

Boost agent performance to drive business outcomes

UIF Coach UpgradeServiceQuality

Scale your quality program

  • Proactively identify customer dissatisfaction and frustration, agent training opportunities and inefficiencies such as silence 
  • Customize your program with manual and automated scoring options 
  • Easily provide interaction examples to drive change within and beyond the contact center 

UIF Coach EnhancedEngagement

Focus on the agent experience

  • Increase agent retention with personalized coaching for each agent  
  • Share positive agent behavioral examples for remote team enthusiasm 
  • Bi-directional communication that notes challenges beyond agent control

UIF Coach ImproveCmX

Drive customer growth and retention

  • Auto-score agent empathy and other emotions for coaching focus to shape brand engagement 
  • Prioritize people, process, technology and coaching action based on the measured scope of expressed issues or opportunities via the customer or agent 
  • Measure and move customer emotional engagement by identifying and coaching agent behaviors

UIF Coach EnsureCompliance

Ensure compliance 

  • Verify legal and script compliance for every interaction 
  • Coach timing of agent notification based on customer reaction or scripting requirements 
  • Share audio, screen and text-based examples within and beyond the contact center 

Key Features


Easy to read indicators display current performance to promote agent self-coaching. Supervisor dashboards provide a complete view of agent and team performance.

Manual and automated evaluations

Support for automated and manual QA processes. Automate 100% of interactions or maintain a partially manual process.

Call finder and viewer

The embedded contact finder simplifies searching for contact records and filtering them using attributes including keywords, date ranges, metadata and performance scores.

Coaching workflows

Customizable coaching workflow encourages bi-directional engagement and visibility as updates are made during the evaluation process.

Video playback

Incorporate screen recordings as part of your evaluation process with the ability to tag contacts, see expanded metadata and download audio and video files with a unique URL.

Integrate with existing systems

The CallMiner API enables integration with your line-of-business applications, as well as external platforms for data analysis and visualization, BI, CRM and more.

Flexible deployment options

Leverage post-call analytics, automated performance evaluation and real-time monitoring. Benefit from speaker separation, sentiment analysis, and redacted audio output.


[CallMiner's] quality scoring product enables teams of varying maturity levels to go beyond compliance tracking, translating system scores into meaningful coaching moments.

The Forrester Wave: Conversation Intelligence for Customer Service, Q3 2023


Coach was an absolute gamechanger for our supervisors and agents. It gave them an at-a-glance look at performance in each of the QA areas. It showed us how wide-spread a problem was so that we could address it quickly.

Luke Schulta

Contract Center Systems Administrator, Gant Travel


Supervisors love CallMiner because they can either review specific calls or look at overall trends, and provide agents with direct, data-driven feedback.

Daphnee Lysius-Dicette

Senior Product Manager, BPO division of NTT