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What’s New in OI (July 2025 edition)

Larissa
Updated

This article provides an overview of the exciting new features that went live in early July 2025.

Automated Coaching Plans

Agents creating a coaching plan can now get personalized recommendations from OI, based on insights from the transcripts of top performers for the same inquiry type. This removes the guesswork and the need to read through multiple transcripts to identify performance improvement opportunities. 

Simply click the pencil icon and highlight the sections of the suggestions that you want to commit to, click the green check icon, and they will appear in the actions list. 

Transcripts can still be viewed, and now OI-Q can be applied to get more specific insights to further help with building coaching plan commitments. Agents can choose to use either the default OI-Q prompts or write their own in the ‘Send a message’ section.

For a more detailed walkthrough, check out this video.

 

Team Leader Dashboard Updates

Coaching Plan Reports

Team Leaders can now run their own reports in their My Team dashboard in OI, to understand coaching plan progress. The report can be accessed from the homepage of the dashboard:

Simply select the report type, team(s), model(s) and date range. 

A report will then be generated that can be exported to csv - so that helpful pivot tables and charts can be created from this data. 

Let’s now look at what each of the columns in the report mean: 

  • Initial Value: The agent’s average value of the metric for the past 3 months up to the time the coaching plan as created
  • Current Value: The agent’s current average value of the metric for the 20 most recent interactions for the selected inquiry at the time the report was run or the end date of the coaching plan (if the coaching plan has ended)
  • Target: The target value set by the agent for the coaching plan
  • Delta from Initial: The current value minus the initial value
  • Delta from Target: The current value minus the target value
  • Delta from Initial %: The percentage difference between the current value and the initial value
  • Delta from Target %: The percentage difference between the current value and the target value
Example: 
  • Sally has set a coaching plan to reduce her handle time. Her initial average handle time (AHT) for the chosen inquiry was 720 seconds (this was her average for the 3 months leading up to the coaching plan creation).
  • Sally has set a goal to improve her handle time for this inquiry by 10% (72 seconds) in one month. This means Sally’s target is to achieve a handle time of 648 seconds (720 - 72 = 648).
  • Two weeks into the coaching plan, for the selected inquiry the AHT for her 20 most recent interactions is 690 seconds.
  • The values in the report above for Sally will show:
    • Metric: Average Handle time
    • Delta from Initial: 720 seconds
    • Current Value: 690 seconds
    • Target: 648 seconds
    • Delta from Initial: -30 seconds
    • Delta from Target: 42 seconds
    • Delta from Initial %: -4.2%
    • Delta from Target %: 6.5%
  • Sally is making good progress. She is only half way through her coaching plan and she has already reduced her AHT by 30 seconds. She is on track to achieve her goal of reducing her handle time by 72 seconds from the starting value within one month.

 

Critical Focus Area

Team leaders can now see their teams critical focus areas in the homepage of their My Team Dashboard. This is a rolled up view of the top three inquiries the entire team can work on to materially improve overall team performance. This provides increased visibility and helps team leaders understand where they can focus their efforts to better support their team and shift the needle on performance.

Agent Performance 

We have also introduced a consolidated view of individual agent performance for Team Leaders at a glance. This summary includes all agents (even those who don’t currently have access to OI) and should help leaders quickly identify trends, outliers and coaching opportunities.

 

Introducing OI University

We’re excited to introduce your new learning and onboarding portal, OI University (OIU). Here you’ll be able to access the latest and greatest for onboarding, refresher training, new product releases and more. Content will be tailored by role so you’ll know exactly what is relevant to you!

From any of the OI pages, click on the OI University hat in the upper right corner or use the dropdown from the Account Profile icon.

From there you’ll be automatically redirected and signed into your learner dashboard in OIU. We’ll deliver content to you based on your OI role, so simply click on the course content and you’re ready to get started.

Be sure to check back often. We’ll be updating OIU as we launch new features and content.

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