What you can see

This page exists so you can answer the question a rep will ask in week one, accurately, without guessing.

#The model: it works like a reporting line

The platform is built to behave the way a management hierarchy already behaves, and it is a deliberate design decision.

You sit down with a rep. They tell you a lot: some of it about the deal, some of it tangential, some of it half-formed, some of it wrong. Then you meet your own boss, and they ask how that rep is doing. You answer the question they actually asked, in the terms they care about. You do not read out a transcript of the conversation.

Your coach does the same thing with your reps' coaching conversations.

1The rep works with their coachDeals, call preparation, what they are stuck on, the things they would only say to someone who is not marking them.

2You ask a questionWhat is the team stuck on, where is the pipeline risk, who needs an hour this week.

3You get the answer, not the recordingSummary, key points and observations, framed for what a manager needs to act on.

#What you get as a record

These you can reach in full, per rep and across your teams.

Roleplay transcriptsThe full practice conversation, not only the grade.

Call transcriptsReal calls that have been brought onto the platform.

Scorecards and resultsGraded results against your account's standard, per criterion, per rep and across the team.

EngagementWho is using their coach, who has gone quiet, who never started.

#What you get as observations

Coaching conversations, the chat and calls a rep has with their coach, are not presented to you as a record. Their substance reaches you through the coach as summary, key points and observations, in the terms a manager, enabler, leader or operations person needs, and the product surfaces (analytics, reporting, the API) expose summaries rather than raw sessions.

So these are all fair questions and the coach will answer them:

• "What is the team stuck on this month?"
• "Where is the pipeline risk nobody has put in the forecast?"
• "What are the common objections coming up in coaching?"
• "Who needs an hour this week, and what should it be about?"

Reporting across the account draws on the same material.

#Coach notes on deals

One thing does cross into the record, and it is worth knowing because it is the exception to everything above.

When a rep works a deal with their coach, the coach can write a note onto that deal. The note is the coach's account of what the rep shared, it can be close to their words, and it is stored on the deal and shown in the deal's timeline. Anyone who can see the deal sees the note: managers for their teams' deals, administrators across the company.

So the accurate line for a rep is that the coaching conversation is not filed, but a deal note written out of it is.

#Why it is built this way

A rep who believes every word is being filed brings a tidied version of the deal, and a tidied deal cannot be coached. You would end up managing a rep's summary of their own problems, which is the thing you already have and the reason coaching is hard.

The reporting line handles this the same way a good manager does. Your rep tells you the messy version because they trust you to pass on what matters and leave the rest. That trust is what makes the messy version available at all, and it is worth protecting deliberately rather than by accident.

#Answering the question honestly

When a rep asks, the true answer is short and it is better than a vague one:

Your roleplays, your call transcripts and your scores, I can see. What you talk through with your coach comes to me as what you are working on and where you are stuck. I am not sent transcripts of your sessions, and if you tell your coach something that belongs on a deal, it can end up as a note on that deal.

Say it in week one. A rep who has been told the real shape stops guessing, and guessing always lands somewhere more suspicious than the truth.

#Two traps

Ranking reps by score. The number moves with which roleplay they ran and which version of the scorecard graded it. A league table built on it will be confidently wrong and will teach your team to run the easy scenario.

Reading a quiet week as disengagement. A rep in a heavy delivery week uses it less. Look at the month, and at whether the deals moved.

#Administrators

An administrator reaches the same records across the whole company, plus configuration.

Resetting a user's coaching history clears it irreversibly, and it is available to administrators and to managers, for users on their teams. It deletes the conversations, the chats and the memory built from them. See Users, teams and roles.