What are coaching scores and how are they calculated?

Last updated: February 10, 2026

Answer

Coaching scores are AI-generated performance ratings that evaluate how you conducted a meeting. Each conversation is scored from 0 to 5 across four dimensions: Active listening, Questioning & followup, Structured hosting, and Decision ownership. The coaching feature is powered by Shaping Wealth, a science-backed coaching framework for financial advisors.

The four coaching metrics

  • Active listening — How well you listened to and acknowledged the client's concerns
  • Questioning & followup — The quality and depth of questions you asked to understand client needs
  • Structured hosting — How well you guided the meeting structure and flow
  • Decision ownership — How effectively you helped the client take ownership of decisions

How to view coaching scores

  1. Go to Conversations and open a conversation
  2. Click the Coaching tab
  3. Your overall score is displayed at the top, with individual metric scores below
  4. Click the expand arrow next to any metric to see detailed feedback: "What you did well" and "What to improve next time"

Good to know

  • Coaching scores may not appear on very short conversations or self-dictation recordings — the AI needs sufficient advisor-client dialog to evaluate.
  • The total score also appears as a green badge in the conversation header (e.g., "Total score 4/5").
  • To track your scores over time, go to Insights > My Insights in the left sidebar.
  • Team managers can view aggregated coaching scores under Insights > Team Insights.