Use the same Four R's framework agents use in Shilo to run shorter, clearer, data-driven coaching conversations.
Rating > Review > Role Play > Recommendations
For agents, this is their weekly self-coaching workflow. For managers, it is the easiest outline for a 1:1. Start with the score, review what is happening, assign role play reps, and end with personalized recommendations and next steps.
Before the 1:1
Pick the agent and timeframe before the meeting.
A simple way to prioritize coaching is to start with agents who have enough call volume but are below benchmark. In Shilo, a healthy starting goal is a 3.0 average call rating or higher with at least 10 calls per week.
To find agents who may need support first:
1. Open Insights.
2. Go to Agents.
3. Filter Number of Calls to 10 and above.
4. Sort average call rating from lowest to highest.
Then choose the timeframe since your last 1:1 and review any homework or role plays assigned previously.
1. Rating: Start With Their Health Score
Open the agent's Insights page and review the key numbers together.
Look at:
- Average call rating.
- Whether the rating is going up, down, or staying the same.
- Call volume for the selected timeframe.
- Next Step Defined Rate.
- Appointments asked vs. appointments set.
- Role plays completed since the last 1:1.
The goal is not to overwhelm the agent with numbers. Use the data to answer one simple question: Are we moving in the right direction?
Helpful prompt:
"Compared to last time, your rating is trending [up/down/same]. What do you think is driving that?"
2. Review: Pull Shilo Insights
Next, click Shilo Insights and review the agent's trends from the selected timeframe.
Focus on:
- Top Moments: what the agent is doing well.
- Top Improvements: the highest-impact areas to work on.
- Suggested calls or scenarios to role play.
- Keywords, lead sources, or call types that stand out.
Keep this part conversational. Ask the agent what feels accurate, what surprises them, and where they think calls are getting stuck.
Choose one or two focus areas. Do not try to fix everything in one meeting.
3. Role Play: Assign the Reps
Role play is where coaching turns into practice.
Use the recommended role plays inside Shilo Insights, or choose calls connected to the focus area you discussed. If the agent is struggling to set clear next steps, assign calls where the next step was undefined.
Recommended homework:
- Assign at least 2-3 role plays tied to the focus area.
- Use the agent's own calls whenever possible.
- If needed, use a Team Library folder such as Next Step Undefined, Common Objections, or 5-Star Calls.
- Make sure the agent knows how to find suggested role plays on their own.
Example:
"Before our next 1:1, complete three role plays focused on setting a clear next step. Use your own calls where the next step was undefined and bring your results to our next meeting."
4. Recommendations: End With Personalized Coaching
Use the Signals tab and Recommendations to give the agent a clear takeaway based on their communication style and call patterns.
This is where you help the agent understand how they naturally show up on calls and what to adjust. For example, they may need to slow down, ask one more discovery question, be more direct about the appointment, or use clearer next-step language.
End the meeting with:
- One or two focus areas.
- Specific role play homework.
- A target or expectation for the next meeting.
- The date of the next 1:1.
Example close:
"Your main focus before our next meeting is setting a specific next step before the call ends. Complete the three assigned role plays, and next time we will check your Next Step Defined Rate again."
Quick 1:1 Checklist
Use this as the live meeting flow:
1. Rating: Review average call rating, call volume, next step rate, appointments asked vs. set, and prior role play completion.
2. Review: Pull Shilo Insights and discuss Top Moments and Top Improvements.
3. Role Play: Assign 2-3 specific role plays tied to the focus area.
4. Recommendations: Review Signals or coaching recommendations and set clear homework before the next 1:1.
FAQ
How long should a Shilo 1:1 take?
Most 1:1s should take 20-30 minutes. Keep the conversation focused on one or two improvement areas.
How often should managers run 1:1s?
Agents below benchmark may need weekly 1:1s. Agents performing consistently may move to biweekly or monthly check-ins.
What if an agent has fewer than 10 calls?
Use the calls available, but avoid overreacting to a small sample. Focus on increasing call volume and assigning role plays to build confidence.
What should I do if Shilo Insights are too broad?
Use filters before pulling Insights. Try filtering by timeframe, lead source, call rating, call duration, objection type, or whether the next step was defined.
Where can managers see automated Shilo 1:1 Coaching results?
If your account has Shilo 1:1 Coaching enabled, managers can review completed summaries and transcripts from Insights > Agents > select the agent > Coaching. Availability may vary by account and beta status.
Related Articles
- Best Practice: How the Call Rating System Works
- Using the Role Play Feature for Call Review and Practice
- How to Use Shilo Insights to Build Role Play Folders