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Coaching connects your QA program to agent development. Rulebase gives you two tools:
  • Coaching sessions — a logged 1:1 record you keep for one agent, built from real tickets and their QA scores. Use it to document a coaching conversation and give the agent something to refer back to.
  • Coaching simulations — an AI role-play exercise you assign to agents. The AI plays a customer through a scenario, the agent handles it, and Rulebase scores the attempt automatically. Use it to build skills before agents face the situation live.
Both are gated by a single feature. If you don’t see Coaching in the sidebar, ask an admin to enable it under Settings > Features.

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Sessions vs simulations

The Coaching page in the sidebar lists simulations, even though its heading reads “Coaching.” Coaching sessions don’t appear there; they live on each agent’s performance page. See Run a coaching session.
The Coaching page listing coaching simulations

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From evaluation to coaching

Coaching is most useful when it’s tied to evidence:
  1. AI QA (and your reviewers) evaluate interactions and produce scores.
  2. On an agent’s performance page you spot a pattern worth addressing.
  3. You log a coaching session, attaching the specific tickets and evaluations that illustrate the point, plus your notes.
  4. Where a skill needs practice, you assign a simulation so the agent can rehearse and get scored on it.
  5. Later evaluations and simulation reports show whether the coaching landed.

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Who can do what

  • Coaches and admins create and edit coaching sessions, and author and assign simulations.
  • Agents see their own coaching sessions read-only, and complete the simulations assigned to them.