Sales coaching

GTM Engine turns recorded calls, transcripts, sales methodology, stage criteria, deal context, and performance data into coaching workflows for reps and managers.

Configure stage playbooks

Users with Sales Process management access can open Sales Engine → Sales Process → Sales playbook to write a coaching playbook for each sales pipeline. Each pipeline's playbook is a single markdown skill file — it also appears under Settings → Skills — and the editor breaks it into a Shared section for methodology and guidance that applies to every stage, plus one section per open stage. Each stage section has a Purpose, a list of Expectations (for example, discovery questions to ask, next meetings to book, POC success criteria to confirm), and Coaching notes. Entry and exit criteria stay on the stage and open from compact icons on the selected stage, and a live preview shows exactly which expectations coaching will score. Customer Success Config uses the same setup for the configured renewal pipeline.

Stage readiness

Every call is also graded on Stage Readiness, a standard rubric built only from what you've configured:

• Entry criteria confirmed — evidence the deal belongs in its current stage.
• Exit criteria progress — for each exit criterion, whether the call met, advanced, left unchanged, or set it back, with quoted evidence.
• Methodology evidence captured — one item per element of your sales methodology (for example, each MEDDIC letter).
• Next step maps to exit — whether the agreed next step moves toward an exit criterion.

Write entry and exit criteria as bullet lists so each exit criterion is tracked separately. Dimensions with nothing configured are skipped, and there is no built-in default playbook — a stage with no criteria, methodology, or playbook expectations is coached on core selling skills only. Playbook expectations are graded on top of Stage Readiness.

Stage Readiness is graded on what happened in the call. The opportunity's accumulated methodology progress is used as a baseline, so a rep gets credit for new information rather than for things the deal already knew. The call's Profile tab charts this call's methodology evidence against the deal-to-date scores and shows the open gaps for each element.

You can paste or attach an existing playbook document in Genie and ask it to split the content across the shared and stage sections; Genie fills the editor so you can review before saving. Coaching scores reps against each stage's expectations, the Path to Close agent uses the current stage's playbook when planning how to advance a deal, and workflows can reference {{system.stage_playbook}} or {{system.sales_playbook}} in prompts.

Coach the deal with Path to Close

Each opportunity's Path to Close tab is deal coaching, built for whatever sales methodology you've configured:

• Deal strategy — two or three sentences on where the deal really stands and the next event that will test it (for example procurement, a security review, or an executive sign-off), followed by one to three coaching insights. Each insight names a fundamental gap or play, the evidence behind it, and the methodology element it's about.
• Top priorities — a short list of steps. Each one says Because … (the buyer evidence or deal fact behind it) and what it sets up next, so the reasoning runs several moves ahead. A step can also show the methodology element it closes.
• No obvious busywork — steps the rep would do anyway, like replying, sending the deck, or a bare "call Jack", are left out unless they name the specific buyer agreement to get, the gap it closes, and why now.

The coaching adapts to your methodology. Gap Selling deals are judged on the size of the gap against price, MEDDPICC and MEDDIC deals on economic buyer access, paper process, a tested champion, and quantified metrics, SPICED deals on impact and a critical event, and BANT deals on buyer-confirmed budget, authority, need, and timeline. Custom methodologies use their own element definitions: the weakest elements, and the ones expected by now, come first. Only what the buyer said counts as evidence.

Path to Close refreshes automatically after a call transcript or inbound email has been fully analyzed for the deal, so it plans from the latest methodology progress and deal gaps. Reps can edit any step (including its "Because" line), reorder steps, or click Refresh with Genie to rebuild the strategy and priorities.

Review a call

Open a recorded call from Records → Call Library or an activity timeline. The call detail page includes a full-width Coaching section below the recording and details panel for calls with at least one external participant and an associated opportunity. Coaching is generated in the background after transcript processing links the activity to an opportunity, then cached for the call page. If a recorded external call initially has no opportunity, adding or creating the opportunity from Activity Hygiene or the activity record page and choosing to process the activity queues the same transcript opportunity processing, which then makes coaching eligible. Each coaching moment includes:

• the exact call timestamp,
• the transcript quote,
• the related core skill,
• the related playbook criterion,
• why the moment matters,
• self-coaching guidance for participants or manager guidance for their manager.

Click View on a coaching moment to jump the video and transcript to that point.

The call coaching overview also shows call dynamics: a talk-time pie chart by speaker plus conversation-flow metrics such as rep and internal/external talk time, conversation turns per minute, questions the rep asked, average response time for the rep and the buyer, average and longest rep turn, and the longest buyer turn (click a turn to jump to it in the recording). Strengths, focus areas, and recommended practice are short bullets with timestamp chips that jump to the supporting moments in the call. When multiple internal individual contributors join the same recorded call, GTM Engine creates separate evaluations for each eligible IC. IC participants can review their own evaluation; managers and users with coaching access can switch which eligible participant they are reviewing. Managers who join the call are excluded from evaluated participants based on reporting lines, manager job levels, and team manager membership.

Manage coaching priorities

Managers can open Sales Engine → Team Performance to see coaching priorities for the selected team or reps. The coaching section highlights reps to review, recurring improvement areas, strengths to repeat, and recent moments that link back to the source call.

Every completed coaching evaluation also updates a persistent coaching profile for the rep and stores a profile-history snapshot. On Team Performance, drill into a rep — pick them in the team selector, or click their name or Open coaching profile in the performance table — to see their performance playback and a compact coaching snapshot: average scores, a score sparkline, a core-skills mini radar, top strength and focus area, and the latest call moments. Select View full profile (or Full profile in the table, or on a call's coaching Profile panel) to open the rep's read-only Coaching and Trophy Room profile. Viewing another rep's profile requires Team Performance or Coaching read access. Individual call coaching compares the call's 10-point overall score and skill scores against those rep averages so managers and reps can see whether a call was above or below the rep's norm.

Team Performance separates coaching data into:

• Core Skills — durable selling behaviors that carry across calls, such as discovery depth, business acumen, solution mapping, objection handling, and momentum.
• Process Adherence — stage-aware execution against configured playbook criteria, qualification questions, required outcomes, and methodology expectations.

Managers can filter and sort the team table by coaching status, weakest or strongest Core Skills, weakest or strongest Process Adherence criteria, overall coaching score, and reviewed-call count. The performance map also includes coaching views for Core Skills, Process Adherence, and coaching velocity, with last-90-days versus lifetime context, team aggregate radar, individual radar, and multi-rep comparisons.

Review achievements

Each user’s Settings → Profile page includes a separate Trophy Room tab with lifetime closed-won revenue, deals won, new customers won, average deal size, current fiscal-year quota attainment, largest deal, fastest deal, average activities per closed deal, closed-account logos, and a fiscal-quarter chart of deals and amounts closed. The Coaching tab opens with a general overview of the rep: the skills they stand out in and are still developing, their coaching profile themes (strongest signal and current coaching priority, plus more strengths and focus areas), and what is improving or needs attention. Below that is the chart-first breakdown: color-coded headline averages, calls reviewed, top skill, and focus area, each with the rep's rank against other reps in the organization and the team average (peers stay anonymous), a core-skills radar and ranked skill list with per-skill team ranks combined with the call evidence behind them (click a skill to narrow the moments to that skill; every moment jumps to that point in the call recording), a progression chart over time, and a stage × criterion heatmap for process adherence with the calls in each stage. When users view their own profile, the copy uses direct “you/your” language; managers viewing another rep see manager-facing profile language. Profile Genie receives the summarized coaching context shown in the tab so reps can ask what to practice next, which skills are improving, and where they are missing process expectations.