> For AI agents: the complete documentation index is available at /llms.txt, the full documentation bundle is available at /llms-full.txt.

# Coaching — 页面展示

> **prototype\_version**: V3.1
> **last\_verified**: 2026-06-15
> **source\_screenshots**: `09-coaching.png`

Coaching 是 manager 的 review inbox。它不是完整 Calls 页替代品，而是把 AI 认为“值得辅导”的通话集中出来，让 manager 快速完成：浏览 → 听关键片段 → 看建议话术 → 留 note → 标记已读或归档。

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## 通用控件

| 控件      | 当前实现                             | 数据来源                                                   |
| ------- | -------------------------------- | ------------------------------------------------------ |
| Tab     | `Active` / `Archived`            | `coaching_reviews.status`，没有 review row 时默认 `active`   |
| 日期范围    | 全站 date range picker             | `calls.start_time`，按 store timezone 转 reporting window |
| 员工筛选    | All Staff + staff list           | `calls.staff_name`                                     |
| Read 状态 | All statuses / Unread / Read     | `coaching_reviews.read_at`                             |
| Search  | scenario、summary、电话、contact name | `calls` + `contacts` join                              |

当前列表默认按 `calls.start_time DESC` 排序。

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## 列表（左栏）

邮件式队列，每张 card 展示：

| 元素                | 说明                                                        |
| ----------------- | --------------------------------------------------------- |
| Staff             | `calls.staff_name`；为空显示 `Unassigned staff`                |
| 状态 pill           | Unread / Read / Archived                                  |
| Contact           | contact name、customer type、phone、call time                |
| Coaching scenario | `calls.practical_coaching_scenario`，点击可跳到 coaching moment |
| 快捷操作              | `Mark read/unread`、`Archive/Unarchive`                    |

列表只收录真正有 coaching moment 的通话。API 会排除 `No coaching moment identified`、`No coaching...`、`Coaching skipped...`、`Voicemail...` 这类 sentinel。

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## Review 面板（右栏）

点击 card 后右栏打开 inspector：

| 区域              | 内容                                               |
| --------------- | ------------------------------------------------ |
| Actions         | Mark as Read / Unread、Archive / Unarchive、Remove |
| Audio           | `CallAudioPlayer`，可跳到 coaching timestamp         |
| Call Summary    | executive summary、category / outcome 等通话摘要       |
| Coaching Moment | AI 标出的具体辅导时刻、原话、建议替换话术、为什么更好                     |
| Notes           | manager note，保存到 `coaching_reviews.note`         |
| Transcript      | 完整 transcript，并高亮 coaching moment 附近片段           |

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## Schema 支持状态

| 功能                          | 状态  | 表 / 字段                                                               |
| --------------------------- | --- | -------------------------------------------------------------------- |
| Coaching 辅导内容               | 已接线 | `calls.practicalCoachingScenario`, `calls.practicalCoachingFeedback` |
| Active / Archived / Removed | 已接线 | `coaching_reviews.status`                                            |
| Read / Unread               | 已接线 | `coaching_reviews.readAt`                                            |
| Note                        | 已接线 | `coaching_reviews.note`                                              |
| Remove from Coaching        | 已接线 | `coaching_reviews.status='removed'`，list API 默认排除                    |
| 5 维度逐通话打分                   | 未实现 | V1 规划项；live schema 只有 scenario + feedback                            |

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## Page Review Notes

从 owner 视角，Coaching 页真正要回答的是：“我今天应该拿哪通电话去 coach 哪个员工？我应该怎么 coach？” 现有数据已经能回答一部分，但信息呈现还可以继续强化：

| 问题   | 现状                                                                           | 页面评审关注点                                                                |
| ---- | ---------------------------------------------------------------------------- | ---------------------------------------------------------------------- |
| 优先级  | 列表按时间倒序，没有 severity / business impact 排序                                     | 是否需要按 churn risk、missed opportunity、member value、repeat pattern 排序     |
| 可行动性 | 有建议话术，但缺少 manager coaching outcome                                           | 是否要让 manager 记录 `coached`, `scheduled`, `dismissed as not useful` 这类结果 |
| 员工模式 | 单通电话粒度强，跨员工趋势弱                                                               | 是否需要聚合“同一员工反复出现的 coaching theme”                                       |
| 业务影响 | 没有直接把 coaching moment 关联到 cancellation save / booking lost / lead conversion | 是否要在 card 上暴露 outcome / revenue risk，而不是只显示 scenario                   |

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## Cross-References

- Coaching schema: [coaching-schema.md](/product-design/v2/coaching-feature/coaching-schema.md)
- Coaching 计算口径: [coaching-calculations.md](/product-design/v2/coaching-feature/coaching-calculations.md)
- Calls schema: [../calls-feature/calls-schema.md](/product-design/v2/calls-feature/calls-schema.md)
- AI output / feedback architecture: [../../../system-design/ai-output-data-architecture.md](/system-design/ai-output-data-architecture.md)