Category term
What is Coaching heatmap?
A coaching heatmap is a grid of playbook themes against advisors, coloured by miss rate, where each cell opens the conversations that show the gap, so a training hour can be aimed at the advisor and the skill that need it.
It is the working surface of coaching from evidence. A manager reads it on Monday and knows which three people need help with objection handling and which one to learn from.
Related terms
- Playbook adherence: Playbook adherence is the degree to which a sales advisor's real conversations follow the retailer's trained sales playbook, expressed per step, per advisor and per store.
- Evidence trail: The evidence trail is the Borentis principle that every score, flag and number on a report links to the transcript lines that produced it, so nothing shown to a manager or an advisor is an unexplained judgement.
- Advisor leaderboard: An advisor leaderboard in conversation intelligence ranks advisors on the quality of their conversations, such as playbook adherence and intent captured, rather than on revenue alone, so an advisor in a low-footfall store can top it.
Where Borentis applies this
- Coaching from Best Conversations: Your best advisor, teaching everyone.
Borentis is the Agentic Operating System for Customer Interactions, built for Indian retail floors. Every term on this page is something the platform makes measurable.