> ## Documentation Index
> Fetch the complete documentation index at: https://docs.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Analytics & Coach

> AI-powered performance insights and team coaching

## Overview

Transform your team's performance with AI-driven analytics and automated coaching. Avoca analyzes every customer interaction to provide actionable insights, identify training opportunities, and celebrate wins.

<img className="block dark:hidden" src="https://mintcdn.com/avoca/DorrLOQwY0yq1KWb/images/hero-light.png?fit=max&auto=format&n=DorrLOQwY0yq1KWb&q=85&s=055bd589e4c6a8696ded0e0c1780139a" alt="Analytics Dashboard" width="1728" height="1117" data-path="images/hero-light.png" />

<img className="hidden dark:block" src="https://mintcdn.com/avoca/DorrLOQwY0yq1KWb/images/hero-dark.png?fit=max&auto=format&n=DorrLOQwY0yq1KWb&q=85&s=447b3a4a492273143a095d7369f8a353" alt="Analytics Dashboard" width="1728" height="1117" data-path="images/hero-dark.png" />

## Key Features

<CardGroup cols={3}>
  <Card title="Call Scoring" icon="star">
    Automatic quality scoring for every interaction
  </Card>

  <Card title="Performance Dashboards" icon="chart-line">
    Real-time team and individual metrics
  </Card>

  <Card title="Coaching Insights" icon="graduation-cap">
    AI-generated coaching recommendations
  </Card>

  <Card title="Sentiment Analysis" icon="face-smile">
    Track customer satisfaction trends
  </Card>

  <Card title="Custom Scorecards" icon="clipboard-check">
    Build scorecards for your business
  </Card>
</CardGroup>

## Call Scoring & Quality Assurance

### Automated QA at Scale

Traditional call centers review 1-2% of calls. Avoca scores 100% automatically.

<Tabs>
  <Tab title="What We Score">
    * **Greeting & Introduction** - Professional opening
    * **Needs Discovery** - Asking the right questions
    * **Solution Presentation** - Clear communication
    * **Objection Handling** - Addressing concerns
    * **Closing** - Next steps and follow-up
    * **Compliance** - Following required scripts
  </Tab>

  <Tab title="How It Works">
    1. **Every call recorded** and transcribed
    2. **AI analysis** against your scorecard
    3. **Instant scoring** with specific feedback
    4. **Trends identified** across team
    5. **Coaching recommendations** generated
  </Tab>
</Tabs>

## Performance Analytics

### Team Dashboard

<AccordionGroup>
  <Accordion title="Key Metrics">
    * **Call Volume** - Inbound/outbound by team member
    * **Response Times** - Speed to answer and handle
    * **Conversion Rates** - Appointments booked, sales closed
    * **Customer Satisfaction** - NPS and sentiment scores
  </Accordion>

  <Accordion title="Leaderboards">
    * **Top Performers** - Recognize your stars
    * **Most Improved** - Celebrate growth
    * **Team Rankings** - Friendly competition
    * **Goal Progress** - Track against targets
  </Accordion>
</AccordionGroup>

## AI Coaching

### Personalized Development

Our AI coach provides specific, actionable feedback for each team member:

<Steps>
  <Step title="Identify Patterns">
    AI detects recurring opportunities across calls
  </Step>

  <Step title="Generate Recommendations">
    Specific coaching tips based on actual calls
  </Step>

  <Step title="Track Progress">
    Monitor improvement over time
  </Step>

  <Step title="Celebrate Wins">
    Recognize when goals are achieved
  </Step>
</Steps>

## Custom Scorecards

Build scorecards tailored to your business:

### Industry Templates

* **HVAC** - Comfort advisor best practices
* **Plumbing** - Emergency response protocols
* **Electrical** - Safety-first communications
* **Roofing** - Storm damage assessments
* **General** - Customer service excellence

### Scorecard Builder

* Drag-and-drop scorecard creation
* Weight different criteria
* Set pass/fail thresholds
* Industry benchmarking
* A/B test different approaches

## Job Reclassification

Coach goes beyond scoring conversations — it also audits the CRM data behind booked calls:

* **Automatic review**: Booked calls are checked against the conversation to catch misclassified ServiceTitan job types, business units, and tags
* **Suggested corrections**: Coach proposes the correct classification with supporting context from the call
* **Apply with confidence**: Corrections can be reviewed and applied back to ServiceTitan, keeping downstream reporting and dispatch accurate

## Coach Data via API

Enterprise customers can pull coach evaluations programmatically — scores, awarded/max points, and per-item rubric answers — via the [Enterprise API](/api-reference/introduction) (`GET /api/coach`, permission `read:coach`).