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Coach

Overview

Welcome to the Coaching Session, your personalized performance hub designed to help agents continuously improve through data-driven feedback and one-on-one discussions. Whether you’re a team lead, coach, or individual contributor, this view brings together your key metrics, session details, focus areas, and tailored feedback all in one place.

By leveraging Coaching Sessions, you can:

  • Review individual performance metrics side-by-side with historical data.
  • Capture structured talking points and focus areas for each session.
  • Share actionable, ticket-level feedback that drives skill development.
  • Track progress over time with clear summaries and development notes.

Key Benefits of Coaching Sessions

  • Data-Backed Conversations
    Instantly reference ticket metrics, CSAT trends, and QA scores to ground coaching in real performance data.
  • Structured Feedback Flow
    Use predefined talking points and focus-area fields to ensure each session is consistent, comprehensive, and goal-oriented.
  • Personalized Development Plans
    Capture session summaries, ticket-specific feedback, and development notes—creating a clear roadmap for growth.
  • Progress Tracking
    Revisit past session summaries and metrics to celebrate wins, identify recurring challenges, and adjust coaching strategies.
     

How to Access the Coaching Session View

 

  1. Navigate to the Dashboard in your HiQ application.
  2. Scroll down the dashboard till you locate "Coaching Sessions" from the right hand side menus
  3. Open an existing session, by clicking "View All" then selecting which session you wish to view
  4. Create a new session, by clicking "Add Coaching Session"
    • Fill in the required information (Title, Description, Date/Time, and Meeting Instructions)
    • Schedule the session by clicking the "Schedule and Save" button located on the bottom left of the menu 

Session Details

 

This session displays the: 

  • Session Title
  • Scheduled Date/Time
  • Status (Draft, Scheduled, Completed)
  • Coach and Coachee
  • Meeting instructions or links.

    Use this panel to confirm your agenda, and ensure both coach and coachee know the session’s objectives. To edit this the information shown click the button above "Session Title"

 

Activity Stream – Metrics & Trends

The Activity Stream is your central hub for reviewing an agent’s recent performance and feedback in one place. It’s organized into four tabs Metrics, Trends, Surveys, and QA Reviews, so you can quickly switch between high-level KPIs, time-based charts, customer survey comments, and detailed QA evaluations. Use the Activity Stream to ground your coaching in real data, uncover patterns, and drill into the areas that matter most.

Metrics


Displays key Ticket and CSAT/CES/NPS metrics side-by-side for your selected session period versus the prior period. Typical metrics include:

  • Tickets Created & Solved
  • First Response Time (FRT) & Resolution Time
  • Average Handle Time & Contacts per Resolution
  • Total / Public / Internal Comments
  • Macro Usage Percentage

Use these numbers to highlight recent performance changes and frame your coaching discussion around concrete figures.

 

Trends


Plots selected metrics on a line or bar chart across your session window. Visualize how handle time, FRT, or CSAT scores have moved day-to-day or week-to-week. Trends help you:

  • Spot sudden spikes or dips
  • Correlate performance shifts with workload or process changes
  • Identify long-term improvements or emerging challenges

 

Surveys


Surfaces all CSAT, CES, and NPS survey responses for the chosen period, including free-text comments. Filter by rating, tag, or contact reason to:

  • Read verbatim customer feedback
  • Understand sentiment drivers
  • Pinpoint specific interactions that earned high or low scores

Customer voices can guide your coaching focus on empathy, clarity, or issue resolution.

 

QA Reviews


Lists each QA review completed during the session, with links to the full evaluation. For every reviewed ticket, you can:

  • Compare rubric scores and reviewer comments
  • Drill into pass/fail criteria, tone, and style feedback
  • Identify rubric items with the most scoring variance

QA Reviews let you zero in on quality gaps and align on shared scoring expectations.

Session Summary & Comments

The Session Summary tab automatically pulls together your metrics from the Activity Stream and the  feedback captured in the Comments tab over time. By synthesizing days or weeks of data into a single overview, it delivers a ready-made performance report, so you don’t have to manually collect charts or copy/paste comments.

  • Agent Information
  • Highlights
  • Engagement
  • Ticket-Specific Feedback 

  • Development Notes 

     

Closing 

The Closing tab located on the right hand side called "Closing". This is where you formally wrap up your coaching session, document key takeaways, and plan next steps.

 Here you can:

  • Schedule Follow-Up Sessions to build on today’s work
  • Assign an Overall Grade to summarize the agent’s performance
  • Log Session Duration for meeting accountability
  • Capture Internal Notes that only you can see
  • Track Completion of prior action items

 

 

 

 

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