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Overview

The engagement score shows how consistently people review the coaching moments Zell surfaces from their calls. It is shown from 0.0 to 10.0:
  • 10.0 means all counted coaching moments were reviewed.
  • 5.0 means about half were reviewed.
  • 0.0 means no counted coaching moments were reviewed.
Engagement is about reviewing coaching feedback. It is not a measure of call quality, call volume, or how often someone logs in.

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What Counts

A coaching moment counts toward engagement when Zell identifies it as a useful improvement opportunity. A moment is considered reviewed after the user opens or reads that feedback. Zell focuses this score on meaningful coaching moments, so it does not count every comment or every call. Feedback that has been marked as unhelpful is also excluded.

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How To Read It

Managers can use the score to see whether the team is closing the loop on coaching, not just generating feedback.

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Why It May Change

The score can change when:
  • A user reviews new coaching feedback.
  • New coachable moments are found from recent calls.
  • Filters change, such as date range, scorecard, call source, user, or group.
  • Previously counted feedback is marked as unhelpful and excluded.

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Example

If Zell surfaces 10 counted coaching moments for a user and they review 7 of them, their engagement score is 7.0. If a team has 40 counted coaching moments and 30 have been reviewed, the team engagement score is 7.5.

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Best Practices

  • Review coaching moments soon after calls while the conversation is still fresh.
  • Use date filters to compare recent engagement against previous periods.
  • Look at low engagement together with performance scores. A low score often means the person is not seeing the feedback that could help them improve.