Define company-specific sales methodologies and observable scoring rules for the Virtual Coach to use during each assessment. By setting clear rubrics, the AI coach can provide automated, objective feedback on text-based indicators such as language patterns, conversation flow, and active listening. This ensures your sellers receive consistent, actionable guidance to improve their conversational skills. Each coaching activity has its own evaluation criteria, which you define when you create the activity.
See how it looks
Key features
- Supply company-specific terminology and sales methodologies
- Define rules to evaluate measurable verbal behaviors and language patterns
- Provide automated objective feedback based on conversation transcripts
- Customize scoring rubrics with specific instances and weights
- Feedback categories can't be changed after a take has been submitted.
You need this to succeed
- Plan: Bigtincan Basic Content, Bigtincan Content, Bigtincan Elite, Bigtincan Essential, Bigtincan Standard, Bigtincan Standard Plus
- Roles and Privileges: Activity Creator, Head Coach, or Company Administrator
Do this step by step
Prepare your Virtual Coach to evaluate your seller’s coaching activity submissions by providing company background and defining specific, measurable evaluation criteria. Because evaluation criteria vary by assignment, you can configure these settings for each coaching activity.
Supply company-specific information:
Provide the Virtual Coach with your company's product details, core messaging, and terminology so it can evaluate how well sellers represent your brand.
- Click the Coaching tab and create a new Roleplay, Coaching, or External activity, or edit an existing one.
- Click the Feedback and grading tab.
- Locate the Virtual Coach Evaluation Scope text box.
Enter your company-specific product information, key terminology, and methodology details.
Note: Keep your information focused and stay within the 2000-character limit.
- To provide additional reference material for the evaluation scope, click the upload icon and upload a PDF file from your device. The file must be no larger than 32 MB or 100 pages and cannot be password-protected.
Write observable scoring criteria:
Define clear, transcript-based categories that the Virtual Coach will use to score your sellers' submissions. You can edit the default categories and add up to 10 total.
- Locate the Feedback categories section on the Feedback and grading tab.
- To edit the default feedback categories, click in the Title, Description, and Percentage fields.
- To create a new category, click Add.
- Enter a title.
- In the Description text box, enter clear, observable behaviors and a scoring rubric (for example, requiring a specific number of instances to achieve a certain score). Use specific, countable actions like 'Asks at least five open-ended questions' rather than subjective terms like 'Shows good listening skills.' Keep the full entry within 512 characters.
Note: The Virtual Coach only evaluates text-based indicators from the transcript. It cannot assess non-verbal cues like eye contact or audio elements like tone and volume. - For each category, set its weight by entering a percentage. All category weights must add up to 100%.
- To use Genie AI to help craft custom feedback categories, click Generate with Genie. Review the generated feedback and click Apply scoring criteria.
- Click Save to apply your changes.
Design effective scoring criteria
Writing clear, objective criteria is the key to getting accurate evaluation results from the Virtual Coach. Since the AI evaluates only the written transcript of a recording, focus on specific verbal behaviors and structure your rubrics carefully.
What the Virtual Coach can and can't evaluate
Use the following table to understand what the Virtual Coach can effectively evaluate and what it can't check.
| What the Virtual Coach can evaluate | What the Virtual Coach can't evaluate |
|---|---|
| Language patterns: Frequency of specific words, filler words, inclusive language, and technical terminology | Non-verbal elements: Body language, facial expressions, eye contact, and physical gestures |
| Conversation structure: Turn-taking patterns, question frequency, and transitions between topics | Audio elements: Vocal tone, speaking pace, volume, pronunciation, and emotional inflection |
| Active listening: Verbal acknowledgments, information recall, and relevant follow-up questions | Visual materials: Slide presentations, product demonstrations, whiteboard use, and physical environment |
| Sales techniques: Feature-to-benefit mapping, objection handling, and trial closing language |
Best practices for creating scoring criteria
- Focus on measurable elements: Use specific, countable instances like the number of questions asked. Include clear examples of what successful performance looks like.
- Use clear, objective language: Avoid subjective terms like "good," "effective," or "appropriate." Replace them with specific, observable behaviors.
- Structure scoring components: Break down each criterion into clear, observable elements. Assign clear percentage weights and define exactly what constitutes each score level.
- Keep character limits in mind: Each criterion must fit within the 512-character limit in the Admin App. Keep descriptions concise, remove unnecessary words, and use clear abbreviations if needed.
Suggested format for each criterion
When creating your scoring categories, format each criterion using this structure to ensure the Virtual Coach interprets it correctly:
Criterion Name: [Name] Weight: [X%]
Behaviors: [Behavior 1]. [Behavior 2]. [Behavior 3].
Scoring: 5: [X+ instances], 4: [X-Y instances], 3: [X-Y instances], 2: [X-Y instances], 1: [0-X instances]
Note: Make sure each behavior is distinct and measurable. Ensure the entire text stays under the 512-character field limit.
Convert subjective to objective criteria
To help the Virtual Coach evaluate accurately, translate subjective goals into objective, countable behaviors.
| Instead of subjective criteria | Write objective criteria |
|---|---|
| "Shows good listening skills." | "Uses verbal acknowledgments." |
| "Effectively handles objections." | "Addresses each objection with a specific solution." |
| "Builds good rapport." | "References client statements in responses" |
Examples of strong criteria
Use these examples as templates when writing your own criteria in the Feedback categories section.
Example 1: Active Listening (Weight: 20%)
- Behaviors: Uses acknowledgment phrases (e.g., "I see," "I understand"). References the client's previous statements. Asks follow-up questions based on responses.
- Scoring:
- 5: Eight or more instances
- 4: Six to seven instances
- 3: Four to five instances
- 2: Two to three instances
- 1: Zero to one instance
- Character count check: This fits easily within the 512-character limit.
Example 2: Value Articulation (Weight: 25%)
- Behaviors: Links features to specific client needs. States quantifiable benefits. Uses the client's business context.
- Scoring:
- 5: Six or more value statements
- 4: Four to five value statements
- 3: Two to three value statements
- 2: One value statement
- 1: No clear statements
- Character count check: This fits easily within the 512-character limit.