Ask questions about Assistant behavior
You can use Coaching as an investigation workspace to ask questions such as:- Why did RAUM choose this procedure?
- Which source supported this answer?
- What policy is missing for this case?
- How should the existing procedure be rewritten?
- What should RAUM remember for similar tickets?
Pin sources to the coaching context
When a source is relevant to the investigation, pin it to keep it in context for subsequent coaching messages. This is useful when you are comparing a ticket against one particular procedure or guideline rather than asking the coach to rediscover the same source on every turn.Review poorly rated tickets
Assistant feedback with a negative rating can enter the Coaching review queue. A review item can include the ticket context, RAUM’s recorded answer, and an agent note/comment associated with the negative feedback. Load the item into Coaching to discuss what should have happened instead.Proposed edits are reviewed before they are applied
When Coaching recommends changing a knowledge item, it can produce an edit draft rather than modifying the source silently. The review card shows the current and proposed content side by side. You can:- inspect the diff;
- copy or expand the proposed content;
- Apply the change; or
- dismiss it.
AI memory notes
Coaching can also propose adding information to AI memory. A memory proposal is shown for review with a Remember action. Use this for durable context that belongs in memory rather than rewriting an entire procedure. Do not use memory as a hiding place for important policy that should be explicit and reviewable as a procedure or guideline.Closing the review loop
When an applied coaching action is linked to a ticket from the negative-feedback queue, RAUM can mark that review item as reviewed so the queue reflects work that has actually been handled. You can also mark a review item reviewed without applying an edit when the ticket does not require a knowledge change.Open Coaching from ticket activity
Assistant activity can deep-link a past RAUM-answered ticket into Coaching. This loads the recorded ticket context so you can investigate the run instead of copying details manually.A practical workflow
1
Open a poorly rated ticket
Load the ticket from the Coaching review queue or from Ticket Activity.
2
Identify the failure
Decide whether the problem was bad source selection, missing knowledge, an unclear procedure, a communication rule, a tool result, or model behavior.
3
Pin the important evidence
Keep the relevant procedure, guideline, or source in the Coaching context.
4
Request a concrete fix
Ask for a procedure/guideline edit or an appropriate memory note rather than a vague promise to “do better.”
5
Review and apply
Inspect the diff or memory proposal, then apply only if it reflects the policy you actually want.
6
Retest
Run a representative ticket in Copilot Mode or Simulation and verify that the change solved the original failure without creating a new one.
Ticket Activity
Find the run you want to investigate and open it in Coaching.
Quality & Testing
Validate the fix against outcomes, gaps, and Simulation.