Every evaluation connects to a coaching form, so feedback is consistent, targeted, and tied to real performance data. Coach the way your operation actually works.
The Problem
When coaching is disconnected from evaluations, inconsistent across managers, and impossible to track, the behaviors you want to change never do.
Coaching sessions happen in a vacuum. Managers pull up a call, give their opinion, and move on. There is no structured link between what QA found and what gets coached. Findings get lost between the evaluation and the conversation, and agents receive feedback that is inconsistent with their actual performance data.
Without a defined framework, every coaching session is different. One manager shares the evaluation, another does not. One documents the conversation, another moves on. There is no standard for what information gets shared with the agent, what gets discussed, or what gets captured during the session. The result is inconsistent development and no reliable record of what was agreed on.
Most coaching happens in side conversations, sticky notes, or spreadsheets. There is no record of what was discussed, what was agreed on, or whether the agent improved. Leadership has no visibility into coaching activity, consistency, or outcomes.
How It Works
Go from evaluation to coaching to targeted practice in three steps, so every finding turns into real development.
Every scorecard connects to a coaching form. When an evaluation is completed, the coaching form is ready with the context already built in. No searching for data, no recreating what happened. The findings are right there.
Use coaching forms designed for your scenarios. Define primary and secondary coaching topics, document the session, and keep feedback consistent across every manager on your team. Agent commitments and manager follow-ups are tracked within the session, creating accountability for who does what once the coaching ends. You can also run stand-alone coaching sessions anytime you see the need.
From any coaching session, assign an AI simulation or LMS course based on exactly what the agent needs. The agent practices the specific behavior you just coached on, reinforcing the improvement while the context is still fresh.
Features
Unlimited coaching forms, direct links to evaluations, and a straight path from coaching to practice. Built for how your operation actually runs.
Unlimited Coaching Forms
No two scenarios require the same coaching approach. FiveLumens lets you create unlimited coaching forms by scenario, so you can tailor each session to the specific situation. Whether it is a sales call, a compliance issue, or a customer escalation, you have a form built for it.
Connected to Evaluations
This is the connection most platforms miss. In FiveLumens, every scorecard links directly to a coaching form. When an evaluation is completed, the coaching form is pre-loaded with context. The manager sees the scores, the criteria, and the areas that need attention. No manual handoffs. No lost findings.
Proactive and Reactive Coaching
Not all coaching comes from evaluations. Sometimes you see something on the floor and need to address it immediately. FiveLumens supports both. Use evaluation-linked coaching for structured, data-driven development. Use stand-alone coaching sessions for in-the-moment feedback. Together, they give you a complete coaching approach that covers both planned and unplanned development.
After the Session
Coaching does not end when the session ends. Agent commitments appear directly on the agent’s dashboard so they know exactly what they agreed to work on. Manager follow-ups appear on the manager’s calendar so nothing falls through the cracks. When training is needed, assign an AI simulation or LMS course directly from the session so the agent can practice the specific behavior discussed.
Coaching In Action
Real scenarios. Real results.
Who It's For
From the coaching office to the training floor, FiveLumens gives everyone the tools they need.
When every evaluation links to a coaching form, the findings you surface drive real development instead of sitting in a report. Coaching becomes part of your QA workflow, not a separate process you hand off and hope happens.
Agents reach performance targets faster, customer experience improves, and the behaviors you coach on actually change. With coaching tied directly to evaluations and followed by targeted practice, you see the results on the floor instead of hoping the feedback stuck.
When compliance gaps are identified in evaluations, they flow directly into coaching sessions with full context. You have a documented record that the issue was addressed, which supports both regulatory and internal reporting requirements.
Use coaching data to understand which skills need reinforcement across your team. Assign targeted role plays and courses directly from coaching sessions so agents practice the exact behaviors discussed. Track who was coached, what was assigned, and whether behavior changed.
Take a guided walkthrough of the platform and see it in action with your own data. We will show you how coaching and training work together while building a custom AI scorecard tuned to your real conversations.
