Calls

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Overview

The Calls workspace brings your reviewed calls and coaching insights into one place. Use it to understand where to focus, review coachable moments, and open individual call analyses when you need more detail. The workspace has two views:

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Open Calls

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Coaching Insights

Coaching Insights is designed for focused self-review. It summarizes coachable moments from your calls and groups them by skill area. At the top of the view, you can see:

• Moments: Total coachable moments found in the selected calls
• Reviewed: How many moments you have already reviewed
• Focus Areas: The number of skill areas with coaching opportunities
• Review Progress: Your reviewed moments compared with all available moments

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Filter Insights

Use the filters to narrow what you are reviewing:

• Scorecard: Focus on calls evaluated with specific scorecards
• Call Source: Show all calls, real calls, or simulations
• Date Range: Limit insights to a specific time period

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Review Focus Areas

Coaching Insights shows your focus areas in a single list. Select a focus area to see the related snippets from your calls beside it. Use this view when you want to work through one skill at a time. Each focus area shows how many moments are available, and the selected focus area shows its review progress together with the matching snippets.

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Review Moments

When you open a focus area, Zell shows the relevant snippets from your calls. From each snippet, you can:

• Play the call moment
• Review the coaching feedback
• Add the call to a collection
• Vote on whether the feedback was helpful

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Table View

Use Table View when you want to browse individual calls or open a full call analysis. You can filter the call list by:

• Scorecard: Show calls evaluated with selected scorecards
• Coaching Score: Show all, high, medium, or low coaching scores
• Date Range: Limit the list to a specific time period

The table includes the call date, customer or agent, duration, scorecard category scores, coaching potential, and unread comments. Duration appears as its own column so you can scan call length without opening the full analysis. Click a call in the table to open its full call analysis. Use pagination controls to move through larger call lists.

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Call Analysis

The full call analysis page shows the call recording, transcript, summary, coaching feedback, and evaluation details for an individual call. For real calls, the header also shows customer and call context when available, including the contact name or email, company, call date, duration, language, call type, and outcome. This makes it easier to confirm you are reviewing the right conversation before working through the analysis. Users with the right permissions can keep real-call details up to date directly from the header:

• Managers and team leads: Update the call language, call type, and outcome
• Admins: Edit the call title and reassign the call owner

Changes are saved from the header controls. If an update cannot be saved, Zell shows an error so you can try again.

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Best Practices