> For the complete documentation index, see [llms.txt](https://runporter.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://runporter.gitbook.io/docs/settings/coaching-playbooks.md).

# Coaching playbooks

Give Porter a consistent standard for evaluating conversations and coaching.

Coaching playbooks help your team evaluate customer conversations against the expectations that matter to your business. By tailoring evaluation criteria and score settings, you can focus feedback on important behaviors, make performance easier to interpret, and give managers a consistent basis for coaching.

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## **Choose a coaching playbook**

Choose a playbook that matches the type of conversation your team handles. Starting with an appropriate playbook gives Porter relevant evaluation criteria from the outset, which you can then customize to match your processes and coaching priorities.

Open **Settings → Coaching playbooks**, then choose a playbook to review or configure. You can also select **New playbook** to create your own.

Porter provides several pre-built playbooks to get you started:

* **On-Site Sales Visit** — Evaluates in-person sales conversations.
* **Standard Call Flow** — Evaluates sales calls from the initial greeting through the next step.
* **Support Call Resolution** — Evaluates support calls from understanding the issue through confirming the resolution.
* **General Conversation** — Evaluates overall conversation quality, including understanding customer needs, gathering key details, providing clear information, and establishing a next step.

These playbooks are starting points, not fixed standards. Customize them to reflect how your team works and what you want your coaching to reinforce.

For detailed instructions, see [**Setting up Coaching playbooks**](/docs/settings/coaching-playbooks/setting-up-coaching-playbooks.md).

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## **Set a fallback playbook**

A fallback playbook gives Porter a default set of evaluation criteria when it cannot find a more appropriate playbook for a conversation. This helps maintain a consistent approach to evaluating conversations that don't match another playbook.

The **On-Site Sales Visit** playbook is set as the fallback by default. To choose a different one, open the three-dot menu next to the playbook and select **Set as fallback**.

The fallback playbook cannot be deleted while it is assigned as the fallback. To delete it, first set another playbook as the fallback. You can then delete the previous fallback.

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## **Manage playbooks**

Keep your playbooks aligned with how your team works as processes, responsibilities, and coaching priorities change. Reviewing and updating them helps ensure Porter continues evaluating conversations against the expectations you want your team to meet.

Use the three-dot menu next to a playbook to select an available action: **Edit**, **Set as fallback**, or **Delete**.

For the playbook currently assigned as the fallback, only **Edit** is available until you assign fallback status to another playbook.

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## **Configure score settings**

Make evaluation scores easier to interpret and align Porter's grading with your team's expectations. Playbooks determine **what Porter evaluates**; score settings determine **how evaluation scores are presented and calibrated**.

Together, these controls help managers recognize strong performance, identify areas that may need attention, and apply a consistent approach to reviewing results.

### **Set score thresholds**

Use color thresholds to make performance levels easier to recognize at a glance. Setting meaningful ranges helps managers quickly distinguish strong scores from results that may warrant closer review.

Use the threshold fields to set the minimum score for each color:

* **Green starts at:** The minimum score that receives a green rating. The default is 70.
* **Amber starts at:** The minimum score that receives an amber rating. The default is 40.

Scores below the amber threshold appear red. With the default settings, scores of 70 or higher appear green, scores from 40 to below 70 appear amber, and scores below 40 appear red.

### **Choose how scores appear**

Choose the amount of detail managers need when reviewing performance. Numerical scores support more precise comparisons, while color-only scores make it easier to scan results quickly.

Select one of the following display options:

* **Number + Color:** Shows the numerical score alongside its color.
* **Color only:** Shows the score's color without its numerical value.

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## **Adjust score calibration**

Align the strictness of Porter's grading with your team's coaching approach. Calibration is useful when you want evaluations to be more or less demanding overall without changing the behaviors and criteria defined in your playbooks.

Choose from seven calibration levels, ranging from **Very generous** to **Very demanding**, with **Standard** as the midpoint. More generous settings result in higher scores, while more demanding settings result in lower scores.

Use calibration to adjust how strictly Porter grades conversations, and use your playbooks to define what good performance looks like for your team.