Attending a Coaching Session

On your Dashboard, there is a block on the left-hand side called Coaching Sessions. Here is where you will see your metrics, discuss goals and expectations, and leave notes during your 1-on-1s with your Coach.

When you click and open your Coaching Session, you will see additional session details, including:

• Date of session
• Follow-up date
• Duration of meeting
• Status
• Coach
• Coachee
• Ticket Dates
• Compared to Previous Dates (as needed)

At the very top of this section, you will see 3 icons. Two arrows, four arrows, and a video icon.

• The two arrows show your previous coaching session, so you can easily compare and refer back to goals, flags, metrics, and notes
• The four arrows expands your coaching session to fill the entire screen
• The video icon shows the Activity Stream:
  • Trends
  • Discoveries
  • Flagged Content
  • Recoveries/Failures

Upon scrolling, you will see your:

• Metrics
• Flagged Content/Comments
• Recoveries/Failures

In this example, the agent is brand new, so there are no Metrics available, but depending on the Date Range your Manager chose, you will see this data shift, develop, and compare to previous weeks.

Finally, the last sections at the bottom discuss:

• Talking Points of your session
• Goals to meet next session
• Any Internal Notes
  • Only your Coach has the ability to see this tab

You are also given the opportunity to leave Comments at the bottom of the Session. The Assigned Tasks section is something your Coach uses to track your Task progress from your previous meetings.