Coaching Effectiveness & Skill Development Dashboard

Meridian Financial Services • 340 agents • 12 supervisor teams • June performance

Target: 52-day ramp, +4pp FCR lift
Goal ROI: $120K/mo
Coaching ROI
$127.4K
+6.2% vs. target
FCR Lift (Post-Coach)
+4.1pp
71% → 75.1%
New Hire Ramp
54 days
-14d vs. control
Upsell Attach Rate
18.3%
Control: 14.5%
Skill Decay Rate
31%
47% objection-handling
Coaching Completion
87%
Target: 90%

Skill Profile: Coached Cohort vs. Baseline

Monthly Coaching ROI & Sessions

Supervisor Coaching Quality vs. Team FCR

Upsell Attach Rate: Coached vs. Control (16 Weeks)

Empathy Score Trend (Speech Analytics)

Coaching Sessions by Type (12 Weeks)

Coaching ROI Decomposition (June)

Recent Coaching Events

Agent Name Supervisor Type Date Pre-Score Post-Score Delta Status
Sarah Martinez Kim Chen Objection Handling 2024-06-18 68 82 +14 ✓ Complete
David Nguyen Marcus Lee Product Knowledge 2024-06-17 74 79 +5 ✓ Complete
Emily Chen Priya Sharma Empathy 2024-06-16 71 86 +15 ✓ Complete
Michael Johnson Kim Chen Script Adherence 2024-06-15 81 — — ⏳ In Progress
Lisa Wang Tom Brady Objection Handling 2024-06-14 65 71 +6 ✓ Complete
James Park Sarah Davis AHT Optimization 2024-06-13 77 84 +7 ✓ Complete
Nina Patel Marcus Lee Product Knowledge 2024-06-12 69 63 -6 ⚠ Review Needed
Carlos Rivera Priya Sharma Empathy 2024-06-11 83 88 +5 ✓ Complete

Dashboard updated: June 28, 2024 • Data sources: Playvox QA, Five9 ACD, Salesforce Service Cloud, Observe.AI