AI Coaching Insights

Good coaching needs good data. JustCall AI measures conversation dynamics on every call, giving managers objective metrics to guide agent development instead of relying on gut feel.

Available Coaching Metrics

Talk-to-Listen Ratio

The percentage of the call the agent spent talking versus listening. A balanced ratio depends on the call type:

• Sales calls: Aim for 40-60% agent talk time. Top performers listen more than they talk during discovery.
• Support calls: Aim for 30-50% agent talk time. The customer should do most of the explaining.

Agents who consistently talk more than 70% of the call may be missing customer signals or rushing through conversations.

Filler Word Detection

AI counts filler words and phrases — "um," "uh," "like," "you know," "basically," "actually" — and reports them per call and as a trend over time.

A high filler word count can signal nervousness, lack of preparation, or unfamiliarity with the product. Tracking this metric over time shows whether coaching is having an effect.

Longest Monologue

The longest uninterrupted stretch of agent speech during the call, measured in seconds. Long monologues often mean the agent is lecturing rather than engaging in dialogue.

• Sales: Keep monologues under 60 seconds. Break up presentations with questions.
• Support: Keep monologues under 90 seconds. Pause to confirm understanding.

Question Rate

The number of questions the agent asked during the call. AI distinguishes between open-ended questions ("What challenges are you facing?") and closed questions ("Does that work for you?").

Higher question rates correlate with better discovery, stronger rapport, and higher conversion rates.

Where to View Coaching Insights

Per-Call View

Open any call and select the Coaching tab. You see the talk-to-listen ratio visualized as a bar, filler word count, longest monologue duration, and question list.

Agent Dashboard

Go to Analytics → AI Insights → Coaching. Select an agent to view:

• Average metrics across all calls for a selected date range.
• Trend lines showing improvement or regression over time.
• Comparison against team averages and top performers.

Manager Dashboard

Managers see a team-wide view with:

• Agent rankings by each coaching metric.
• Calls flagged as outliers (extremely high talk ratio, zero questions, excessive filler words).
• Suggested coaching priorities based on metric gaps.

Using Insights in Coaching Sessions

1. Pull up the agent's trend data before the meeting. Identify one or two metrics to focus on.
2. Play specific call segments where the metric was strong or weak. The coaching tab links directly to the relevant part of the recording.
3. Set a measurable goal. For example: "Reduce average monologue length from 90 seconds to 60 seconds over the next two weeks."
4. Track progress in the next coaching session using updated trend data.

Setting Up Coaching Alerts

Automate the feedback loop:

1. Go to Settings → AI Features → Coaching Alerts.
2. Define thresholds — for example, talk ratio above 75% or zero questions asked.
3. Choose notification targets: the agent, their manager, or both.
4. Alerts fire after each call that exceeds the threshold.

This gives agents immediate self-awareness without waiting for a formal review.

Plan Availability

Coaching Insights are available on the Business plan and above, or as part of the AI add-on.

What to Read Next

• AI Call Scoring — Score calls on criteria that complement coaching metrics.
• AI Sentiment Analysis — Pair coaching metrics with customer sentiment.

Coaching insights replace guesswork with numbers. Agents see where to improve, managers see who needs help, and the whole team gets better over time.