Strengths & Improvements

Compass identifies two types of coaching guidance for every interaction:

Strengths (Excellence)

Behaviors the agent demonstrated that contributed to a positive outcome. Recognizing what's working reinforces good habits and builds confidence.

Examples: - "Used the customer's name throughout the call, creating a personal connection" - "Asked clarifying questions before jumping to a solution"

Improvements (Opportunities)

Specific areas where the agent could improve, with actionable suggestions. Each improvement references a moment in the conversation.

Examples: - "Missed an opportunity to ask about the customer's timeline before quoting a price" - "Could have acknowledged the customer's frustration before moving to troubleshooting"

Rare Pattern Detection

Compass flags unusual patterns in guidance — things that don't typically appear for an agent or team. These can indicate emerging issues or new behaviors worth reinforcing.