Ask CallCoach¶
Ask CallCoach answers questions about your teams' and agents' performance in plain English. You type a question the way you'd ask a colleague, and you get a written answer — usually with a chart — built from your own weekly metrics and call reports.
Beta Feature
Ask CallCoach is in beta. It's available to team leaders with extended access (Team Lead+) and all roles above, in organisations where it has been enabled — most organisations have it switched on. It isn't available to agents or to standard team-lead accounts. If you don't see Ask in the navigation bar, contact your CallCoach administrator.
Getting Started¶
- Select Ask from the navigation bar
- Type your question in the message box and press Send
- Watch the progress line while it looks things up — most answers take 20–40 seconds
- Ask a follow-up in the same conversation; it remembers what you were just looking at
Your past conversations are listed alongside the message box, so you can return to an earlier question and keep going.
Questions It Answers Well¶
- Trends — "How did closing trend for Inbound SYD over the last 8 weeks?"
- Comparisons — "Account Management MEL vs Account Management SYD on introduction, November and December."
- Rankings — "Top 3 and bottom 3 agents on service quality this quarter."
- Improvement — "Which agents in Inbound SYD improved most on objection handling?"
- Skills, from the call reports — "What does Brenda do well on closing?" or "Give me a few of her strongest calls to listen to."
- Coaching — "What should Retention MNL work on this month?"
Follow-ups work: ask for a trend, then say "now add Account Management SYD to that chart".
What It Can See¶
- Weekly metrics for every team and agent — the average of each score type, the number of scored calls, an overall score, and the share of rated calls scored 4–5 by the customer-analysis step
- Your call reports — what CallCoach wrote about a specific call on a specific skill, an agent's strongest calls with report ids you can open and play, CallCoach's written review of an agent or a whole team, and any single call's complete report
- Individual calls — calls matching a score band, a customer rating, or a word in the call's written outcome
- Volume — calls, chats, average and total call time, and the share of rated conversations the customer scored 4–5
- Compliance checks configured for your organisation — pass rates overall, per team, and which agents have non-compliant calls. Only the checks your administrator has set up can be reported on
- Your commissioned reports and their status — see Commissioned Reports
- Your organisation only — teams, agents, scores and reports that belong to you
Weekly figures are recalculated each Sunday, so the current week is never complete and new score types appear after the next refresh.
What It Cannot See¶
- Recordings and transcripts. It reads what CallCoach wrote about a call, not what was said in it.
- Any other organisation. Nothing outside your own data is visible to it, ever.
- Anything the reports don't assess. Which objections come up most across a month of calls, why customers cancelled, what a customer said word-for-word, or a new field you'd like scored — these aren't in the weekly metrics or the call reports. Ask will tell you plainly when a question is outside what it can see, rather than guessing, and then draft a commissioned-report request you can edit and submit.
If you ask a question it can't answer from the data, it says so and offers the nearest thing it can answer.
Reading a Chart¶
Every chart carries a subtitle, and that subtitle is written by CallCoach — not by the model. It's there so a chart can't be shared out of context. It reads left to right:
Inbound SYD · all 14 agents · W47 2025 – W02 2026 (17 Nov 2025 – 11 Jan 2026) · 3,230 scored calls · score (0–100), axis 45–55
| Part | What it tells you |
|---|---|
Inbound SYD · all 14 agents |
Who is included. A team figure always covers the whole team. If the chart shows a selection of people instead, this says so and names them. |
W47 2025 – W02 2026 (17 Nov 2025 – 11 Jan 2026) |
Which weeks, as ISO week numbers and as dates |
3,230 scored calls |
How much data the figure rests on |
score (0–100), axis 45–55 |
What the y-axis shows, and — when the axis is zoomed in rather than starting at zero — the span it covers |
Tip
When the axis span is stated, the chart is zoomed. A line that looks dramatic on a 45–55 axis is a ten-point move, not a hundred-point one.
Charts also mark weak evidence: a point drawn from fewer than five scored calls is shown as a hollow marker and explained in a footnote, and a team with no scored calls in the range is dropped and named rather than shown as a zero.
Team Figures Include Everyone¶
If you ask for a team's numbers "without" someone — an agent on leave, a new starter, someone whose week you'd rather set aside — Ask CallCoach will not do it, and it will explain why: a team average that quietly leaves people out isn't the team average, and it wouldn't match the figure on your other reports.
It will offer honest alternatives instead:
- the whole team, as reported;
- the remaining agents as individual named series, so you can see each person; or
- a table of the individuals.
This is deliberate. It's also why a chart's subtitle always names who is in the figure.
Commissioned Reports¶
Some questions genuinely need analysis that CallCoach's standard reports don't produce — the most common objections across a quarter, themes in why customers cancel, verbatim customer language, or a new dimension scored across your calls. Icana's analysts produce these by hand as commissioned reports, and you can request one without leaving Ask CallCoach.
Requesting one¶
When you ask something beyond the scored reports, Ask CallCoach says so in a sentence and then drafts a request card under its reply. Nothing has been sent at that point — the draft is yours to change.
The card holds:
| Field | What it's for |
|---|---|
| Title | A short name for the request; it's how you'll recognise it in the rail |
| Question | What you want answered, in your own words |
| Category | Operational (something to act on now) or Strategic (something to plan around). Icana may relabel it |
| Scope | Which teams or agents, and over what dates. Leave a field out and the whole organisation, or all available history, is assumed |
| What you'd like back | The shape of the answer — a ranked list, a summary with examples, a spreadsheet |
Edit anything you want, then submit it. Only then does it reach Icana.
Which teams it covers. Before drafting, Ask CallCoach settles which teams the report should cover:
- If you named teams that match your organisation's team list — or said all teams or the whole organisation — it drafts straight away.
- Otherwise (including when you didn't mention teams at all) it asks one short question listing your teams, with all teams as an option.
- If you mention something that isn't a team — a department, a call type or a product — it says so, rather than guessing which teams you meant.
Tip
Ask CallCoach checks your organisation's existing requests before drafting a new one, so it won't quietly file the same question twice. If something similar is already open, it will say so.
Following it¶
Every submitted request appears in the request rail beside your conversations, with a number (#58) and a status:
| Status | What it means |
|---|---|
| Requested | Filed, waiting for Icana to pick it up. A Cancel button appears while it's still at this stage |
| In production | Icana has accepted it and an analyst is working on it. An expected by date appears on the card |
| Ready | Finished. The card shows a Download report link with the file size, and the person who submitted it gets an email |
| Declined | Icana can't take it on. The card carries a note explaining why, and the person who submitted it gets an email |
A note Icana adds to a request is shown under Note from Icana. Long notes are shortened — Show more / Show less expands and collapses them. To keep the rail short, it shows your three newest requests plus any older ones that are still open; Show older requests reveals the rest. A request's details dialog also shows the deliverable's file name.
Once Icana has accepted a request it can no longer be cancelled from the Dashboard — email support@icana.ai if something needs to be stopped or changed after that.
Note
Only the person who submitted a request is emailed about it. Everyone in your organisation who can use Ask CallCoach sees the request and its deliverable in the rail.
Download links are generated fresh each time the page loads and are good for an hour, so open the deliverable from the rail rather than saving the link itself.
Your Monthly Allowance¶
Each organisation has an allowance of 300 questions per calendar month, shared across everyone in the organisation who uses Ask CallCoach.
- Only your questions count. Charts, follow-up lookups and retries are free.
- The message box shows where you stand, and warns you once the organisation has used 80 % of the allowance.
- If the allowance runs out, existing conversations stay readable — you just can't ask a new question until the allowance resets on the first of the next month.
Contact support@icana.ai if your organisation needs a larger allowance.
Common Questions¶
Why can't I see Ask in the menu?
Ask has to be enabled for your organisation, and your role must be Team Lead+ or above — standard team-lead and agent accounts don't have access. Access follows your role, so there is nothing to grant per user. Contact your CallCoach administrator if you believe you should have it.
Why does it take 20–40 seconds to answer?
It's looking your figures up rather than recalling them — each answer involves one or more real queries against your data. The progress line shows you what it's doing while you wait.
Can I trust the numbers?
Every figure in an answer comes from a query against your data, made during that conversation. Ask CallCoach is instructed never to estimate or extrapolate, and every chart is stamped by CallCoach itself with what it covers. If something looks wrong, the subtitle tells you exactly what was measured — and support@icana.ai would like to hear about it.
Can it see my customers' personal details?
No. It sees your teams, your agents, their scores and what CallCoach wrote about their calls. It has no access to recordings, transcripts or customer records.
Can I export an answer or a chart?
Charts can be downloaded as an image from the chart card. The answer itself can be copied as text.
Does someone at Icana read my conversations?
During the beta we review a small sample of answers to check the quality of what CallCoach is telling you — that figures match the data, that charts are labelled correctly, and that nothing appears in an answer that shouldn't. This is quality assurance on our own product, and it ends with the beta.
Who can use it?
Team leaders with extended access (Team Lead+) and all roles above — including managers and administrators — in organisations where Ask is enabled. It isn't available to agents or to standard team-lead accounts. Everyone with access in your organisation shares the same conversation history rail for commissioned reports, but conversations themselves are personal.