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Overview

A coaching goal says how many reviews each rep gets, who does them, and which calls count. For example: “each rep in Sales gets 3 manager reviews a week on the Discovery Call scorecard”, or “every rep self-reviews 2 calls a week”. Custral picks the calls, makes a task for each reviewer, closes the task when the review is submitted, and shows everyone’s progress on Coaching Trends.
Try a goal in a sandbox first to see the tasks it creates before rolling it out.

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How it works

  • Who reviews. Three choices:
    • Team managers: members with Admin access on a rep’s team review that rep. A team with no admin falls back to workspace admins. A manager who is also on the team is reviewed by someone else, never by themselves.
    • Rep reviews self: each rep scores their own calls.
    • Specific people: the people you name share the reviews, spread evenly across reps.
  • Target and period. Reviews per rep, every week (Monday to Sunday, UTC) or month.
  • Which reps. The teams the goal applies to, or everyone in the workspace.
  • Which calls count. One scorecard, or any. A call is eligible when it has finished processing and the scorecard’s own rules (channel, length, outcome) match it.
  • Picking calls. When this is on, Custral picks calls from the last 7 days, mixed across outcomes so a reviewer doesn’t only see wins or only losses. Calls already reviewed or already assigned are skipped, and so are calls the reviewer can’t open. A reviewer can Swap a call for another one.
  • Tasks. Each picked call becomes a task for its reviewer, due at the end of the period. Submitting a review on that call closes the task.
  • Too few calls. If a rep has fewer eligible calls than the target, the target shrinks for that period, and the progress table says so. Custral checks every hour and tops up as new calls come in.
  • Reminders. Partway through the period (Thursday for a weekly goal), reviewers who still have open reviews get a push notification, once per period.
Progress counts submitted reviews, not tasks. A manager who reviews a different call of the same rep still gets credit.

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Using it

1

Open Goals

Go to Settings → Scorecards and open the Goals tab.
2

Create a goal

Click New goal, name it, choose who reviews, set the target and period, and pick the teams and scorecard.
3

Watch the tasks arrive

Reviewers see their calls under Coaching Trends → Your reviews and in their task list straight away.
4

Track progress

Coaching Trends → Goal progress shows each rep’s reviews done against the target, and whether they’re on track.

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After a review

When you submit a review, Custral offers follow-up tasks for the rep, built from the lowest-scoring criteria. Edit them, untick any you don’t want, or skip.

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On your phone

Open the account menu and choose Coaching to see the reviews you owe this period. Tap Score on a call to play its recording and fill in the scorecard. If the call has an AI draft, its answers are already picked; check each one before you submit. After you submit, the same follow-up tasks are offered as on desktop, and nothing is created until you tap Create.

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Self-review vs manager review

When a call has both a self-review and someone else’s review on the same scorecard, its Coaching tab shows them side by side, criterion by criterion, with the disagreements called out.

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Who can see what

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Troubleshooting

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.