Coaching that starts from the evidence
Most coaching sessions are built from a supervisor's memory of a few calls. Merivex builds coaching plans for contact center agents from patterns across their evaluated conversations, and every step points back to the conversations that justify it.
From conversation to coaching
How a coaching plan is built
01
Evaluate
Conversations are scored against your rubric, each score citing the turn it came from.
02
Find the pattern
One bad call is noise. A behaviour becomes a pattern only when several evaluated conversations support it.
03
Plan
Merivex generates a targeted coaching plan for the agent, tied to the pattern and its evidence.
04
Coach and track
Schedule the sessions, tick off the steps, and follow the agent's quality trend week by week.
Why evidence matters
A better coaching conversation
Specific, not general
The plan names the behaviour and the conversations where it happened, so the session starts from facts.
Fair
A supervisor can show the exact turns behind the feedback instead of a summary of impressions.
Focused on patterns
Coaching targets what keeps happening, not the single call someone remembered.
Measured
Weekly quality trends per agent show whether the coaching changed anything.
Memory vs evidence
Two ways to prepare a coaching session
Coaching from memory
Coaching from evidence
Coaching from memory
Built from the few calls a supervisor happened to hear.
Coaching from evidence
Built from patterns across the agent's evaluated conversations.
Coaching from memory
Feedback is hard to verify, so it is easy to dispute.
Coaching from evidence
Every step links to the conversations that justify it.
Coaching from memory
Progress is judged by feel at the next review.
Coaching from evidence
Plan steps are tracked and the agent's quality trend is visible week by week.
Questions
AI agent coaching, answered
What is AI agent coaching?
Here, agents means the people in your contact center. AI agent coaching uses AI to analyze their conversations, find recurring behaviours and draft coaching plans. In Merivex the analysis is done by specialist AI agents, and the coaching is run by your supervisors and coaches.
Does Merivex coach agents in real time?
No. Merivex analyzes conversations after they happen. It is not a real-time agent-assist tool.
Who runs the coaching?
Your team. Merivex generates the plan from observed patterns and evaluations; a supervisor or coach runs the sessions, and progress on each step is recorded.
Is the agent's name sent to the AI provider?
No. When a coaching plan is generated, the agent's name is not included in what is sent to the AI inference provider.
Which languages does Merivex support?
English and French. Neither has been independently validated for accuracy, which is why calibration against your own reviewers comes before relying on the scores.
Keep reading
Coach from what actually happened
Connect your conversations, let the patterns build up, and run your next coaching session from the evidence.