EVERY ELEMENT OF PERFORMANCE MANAGEMENT, BUILT BY AI
Valor CM isn't a coaching add-on bolted onto your existing tools — it's a complete performance management program that AI builds from the ground up. Point it at your calls and your training materials, and it does the rest: drafts your QA scorecard, scores every conversation, coaches the agent through Alex, and reports on how it's all working. No consultants, no six-week rollout, no five different systems stitched together. Here's everything it does, start to finish.
EVERY ELEMENT OF PERFORMANCE MANAGEMENT, BUILT BY AI
Valor CM isn't a coaching add-on bolted onto your existing tools — it's a complete performance management program that AI builds from the ground up. Point it at your calls and your training materials, and it does the rest: drafts your QA scorecard, scores every conversation, coaches the agent through Alex, and reports on how it's all working. No consultants, no six-week rollout, no five different systems stitched together. Here's everything it does, start to finish.
CALL INGESTION
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Direct integration with Amazon Connect, Genesys Cloud, NICE CXone, and Five9 — calls flow in automatically
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Amazon Connect Contact Lens support for full call transcript + analytics ingestion
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CSV batch upload for transcripts — no CCaaS integration required to get started
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Manual single-call upload and scoring for one-off reviews
EVERY ELEMENT OF PERFORMANCE MANAGEMENT, BUILT BY AI
Valor CM isn't a coaching add-on bolted onto your existing tools — it's a complete performance management program that AI builds from the ground up. Point it at your calls and your training materials, and it does the rest: drafts your QA scorecard, scores every conversation, coaches the agent through Alex, and reports on how it's all working. No consultants, no six-week rollout, no five different systems stitched together. Here's everything it does, start to finish.
AI-BUILT QA SCORECARDS
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Point Valor at your training documents (PDF, Word, text) and it drafts a complete scorecard automatically
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Generates weighted categories with clear, detailed scoring criteria for each one
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Supports both graduated ("partial credit") and binary ("pass/fail") scoring per category
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Can also build a scorecard from example call transcripts instead of — or alongside — training docs
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Full manual editing and refinement of any AI-generated scorecard
AI CALL SCORING
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Every call is scored automatically against your active scorecard the moment it's ingested
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Weighted overall score calculated across all categories
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Plain-language justification written for every category score — not just a number
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Automatic retry and failure notifications if a call can't be scored, so nothing silently falls through
EVERY ELEMENT OF PERFORMANCE MANAGEMENT, BUILT BY AI
Valor CM isn't a coaching add-on bolted onto your existing tools — it's a complete performance management program that AI builds from the ground up. Point it at your calls and your training materials, and it does the rest: drafts your QA scorecard, scores every conversation, coaches the agent through Alex, and reports on how it's all working. No consultants, no six-week rollout, no five different systems stitched together. Here's everything it does, start to finish.
AI COACHING - ALEX
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A live, voice-driven AI coach that runs the actual coaching session with the agent
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Three-stage coaching flow every time: Teach the skill, Role-Play it live, then Quiz for retention
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Real speech: Alex talks and listens, not just a script on a screen
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Automatically pulls the exact lesson an agent needs based on their call scores
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Sessions save and resume — an agent can pause mid-coaching and pick up later without losing progress
AI ASSISTED CONTENT CREATION
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Rewrites supervisor coaching instructions using your own training materials as reference
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Rewrites agent-facing coaching documents in a direct, engaging tone
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Refines and rewrites QA scoring criteria using real call examples of "what excellent looks like"
TRAINING & CURRICULUM MANAGEMENT
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Organize training content and coaching material by program
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Structured coaching tracks and coaching plans assigned per agent
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Automatic text extraction from uploaded PDFs, Word docs, and text files for use in AI generation
REPORTING AND TRACKING
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Role-specific dashboards — Directors, Managers, and Program leads each get a dashboard scoped to what they're responsible for, from a single supervisor's team up to the whole program.
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KPI Performance charts — trend any tracked KPI over a custom date range, filterable by keyword/behavior, so leadership can see whether a specific skill is actually improving across the team.
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Quality Scores — QA scores tracked and charted over time, at both the agent and supervisor level.
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Coaching Effectiveness charts — see whether coaching sessions are actually correlating with better performance, not just whether they happened.
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Coaching Summary & Coaching Detail views — a rollup of what's been coached, plus the ability to drill into any individual coaching session's specifics.
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Supervisor accountability table — for every supervisor, see:
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Total completed coaching forms
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Automatically assigned coaching vs. completed
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Manually assigned coaching vs. completed
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% of assigned coaching actually completed
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Filter by manager, supervisor, or date range — leadership can drill from the whole org down to one supervisor's team in a couple of clicks.
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Batch import tracking — for bulk-uploaded call data, see exactly how many calls were queued, scored, and skipped, with reasons for anything that didn't process.