What can a supervisor review?

Supervisors can review the results available to them under the workspace's privacy and sharing settings.

Can we configure the scoring criteria?

Creators can define the scenario objective and skills used for feedback and assessment.

No. Use practice alongside your existing quality program and human review.

THOUGHTLY LIRA · CUSTOMER SERVICE

Help supervisors use a shared scenario and specific feedback to coach customer-service skills with Lira.

AI feedback offers a starting point; supervisors add context, judgment, and support.

Use observable skills
Describe the behavior the agent can work on next.
Respect privacy
Result access follows the workspace's sharing and assignment settings.
Follow up
Pair a practice result with a real coaching conversation.

HOW TO USE LIRA

Choose a behavior, practice it, and review the evidence available to the coach.

Choose a skill such as clarification or setting expectations.

Give the agent a realistic customer situation.

Discuss feedback and results the supervisor is authorized to see.

Apply the coaching point to the next practice conversation.

Supervisors can review the results available to them under the workspace's privacy and sharing settings.