The Zendesk QA Coaching dashboard provides an overview of both the coach’s and coachee’s performance, as well as the reviews received and viewed. Coaches can assess the impact on their coached agents’ performance.

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Summary: ◀▼

Use the Coaching dashboard to track coaching sessions, review feedback, and monitor performance improvements for coaches and agents. It provides metrics like total sessions, coaching threads, session status, and performance trends. You can filter data by date, coaches, and coachees, and download detailed reports to analyze coaching impact and manage overdue or upcoming sessions effectively across workspaces.

Location: Zendesk QA > Dashboard > Coaching

The Zendesk QA Coaching dashboard provides an overview of both the coach’s and coachee’s performance, as well as the reviews received and viewed. Coaches can assess the impact on their coached agents’ performance.

You can track when coaching sessions occurred and whether agents have reviewed the feedback they received.

You can also see how coaching sessions affect your Internal Quality Score (IQS).

This article covers the following topics:

  • Accessing the Coaching dashboard
  • Understanding Coaching dashboard data

Related articles

  • Understanding dashboard filters

Accessing the Coaching dashboard

Use the Coaching dashboard to review coaching activity across your account.

You can filter the data by date, coaches, and coachees.

To access the Coaching dashboard

  1. In Quality assurance, click Dashboards in the sidebar.
  2. From the list of dashboards, select Coaching.

  3. Filter the dashboard by date, coaches and coachees.

    See Understanding dashboard filters.

  4. Review the dashboard cards and charts.

Understanding Coaching dashboard data

The Coaching dashboard includes cards and charts that help you analyze coaching activity and performance.

Coaching activity metrics reflect your entire account. Workspace filters apply only to the Coachee performance section.

You can click values in the cards to drill into goal completion data per conversation. See Accessing additional data points. You can also download dashboard data. See Downloading dashboard data.

The dashboard includes these cards:

Card Description
Coaching threads The total number of unique, ongoing coaching engagements, or tracks, established between a coach and an agent.
Total sessions The total number of individual coaching meetings and events recorded.
Days since last session The number of days since the most recent coaching activity.
Days until next session The number of days until the next scheduled session. If no future sessions are scheduled, this field is blank.
Status overview
The status of a coaching session:
  • Completed: Sessions marked as completed.
  • In progress: Ongoing sessions.
  • Scheduled: Sessions planned for a future date.
  • Overdue: Sessions whose scheduled date has passed and that are not marked as completed.
Coaches The number of unique people providing coaching.
Coachees The number of unique people receiving coaching.
Coaching sessions over time Coaching session volume over time by session status. The chart uses stacked bars and a trend line to highlight the overdue backlog separately from other session counts.
Overdue sessions Sessions that are past due and need follow-up.
Performance overview

A summary of how coachees are performing across selected workspaces.
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