Lyte Sales logoThe Lyte Guide to Outreach Product Releases 2022–2024 Archive
Kaia feature guide

Kaia coaching: Coach Cards, AI help and a scoreboard for managers

In 2024 Kaia went from recording calls to coaching them: structured Coach Cards in May, AI-suggested answers in August, and metrics on which managers actually coach in November.

Shipped May–Nov 2024 ManagersEnablementReps

By David Jollie, Founder and Principal Consultant, Lyte Sales · Last updated · Covers Outreach release notes through November 2024

What it actually does

A Coach Card is a short scorecard, written by your enablement team or a manager, that a coach fills out on a recorded call. The rep gets an email with the feedback, and the Coach Card report shows scores and trends across the team.

Smart Kaia Coach suggests answers for most questions from the recording, with links to the moments it used, and the manager reviews them before saving. Coaching Metrics then shows which managers are watching recordings and leaving cards.

Who it's for

Enablement writes the cards. Managers coach with them. Reps get the feedback.

Why it matters

Coaching becomes consistent, faster and measurable instead of depending on who has time.

How it grew, 2022–2024

MAY
Coach Cards and the Coach Card report.
JUL
Choose who sees the feedback when you submit a card.
AUG
Smart Kaia Coach suggests answers from the call.
NOV
Manager coaching metrics and Kaia admins who can manage cards and custom topics.

How to set it up

  1. Give people access

    An admin turns on creating coach cards and viewing coach card reports in each profile’s Kaia coach cards section. Only the Admin profile has it by default.

  2. Build a card

    Go to Kaia › Coach cards, click Add a coach card, add a few questions (rating and yes-or-no questions report best) and Publish.

  3. Coach a call

    Open a Kaia recording, go to the Coach card tab, add the card, set who can see it, check the AI-suggested answers and save. The rep is emailed a link.

  4. Read the report

    Go to Kaia › Coach card report, pick a card and filter by team, user or time.

  5. Check who’s coaching

    Go to Kaia › Coaching Metrics to see recording views, plays, coach cards and notes by manager. No setup needed.

Steps paraphrased from Outreach’s How to Use Kaia Coach Cards and Coach Card Report and Using Kaia Coaching Metrics articles, which describe the current version. Menu names can change; check them against your org.

Want help with this?

Coaching that sticks.

Lyte Sales is a certified Outreach Professional Services partner. We design Coach Cards and coaching routines your managers will keep using.

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