Coaching capabilities in Zendesk QA help you identify agents who need support, and plan targeted coaching sessions to enhance their performance. These capabilities also allow you to visualize and understand the impact of your coaching efforts, making feedback more meaningful and sessions more effective.
The Sessions page provides an overview of all coaching sessions and performance progress for a selected workspace, user, or multiple users. You can track when coaching sessions occurred and whether agents have reviewed the feedback they received. Additionally, you can see how coaching sessions have impacted your Internal Quality Score (IQS).
You can learn more in this article or by watching this overview video.
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Setting up coaching sessions
Prepare and conduct coaching sessions using comment templates and talking points to structure the discussion and provide context for the topics addressed. Pin conversations whenever you identify trends or topics to discuss in your next one-on-one session. During the coaching session, take notes and set action items to ensure accountability and track progress. You can also add personal notes that are visible only to you.
To set up a coaching session
- In Zendesk QA, click
Coaching in the sidebar. - Click the Sessions (
) icon. - Click +Session.
- Select the agent you want to coach.
- By default, you're set as the coach. You can optionally select another team member to coach the agent.
- Enter a Session name.
- Select a Date for the session.
- Click Create session.
After your coaching session is created, you can add the following information before, during, and after the session:
- Talking points and notes. You can also use templates to streamline your reviews. See Creating and using templates for reviews in Zendesk QA.
- Pins: Add pinned items as discussion points from the right-hand side panel. See Using pinned notes to coach agents.
- Personal notes: Add notes that are visible only to you.
You can also view the following information related to the agent's performance on the right panel:
-
Metrics:
- IQS score
- Feedback score
- Score per category
- Quiz results
- Feedback: Feedback comments from reviewers.
- Pins: Pins created under the agent's profile
Sessions are private between you and the agent you're coaching. Both of you have the same view, except for any personal notes you add. You can share the coaching session with other users for collaboration or with other managers using the Share button at the top. This allows them to track the session’s progress as well.
Using coaching insights
After the session is complete, a record is displayed on the Sessions page. Coaching insights provide an overview of both the coach's and coachee's performance, including IQS, CSAT, and the reviews received and viewed. Coaches can assess the impact on their agents' performance, while agents can track their own improvement.
As a coach, the graph displays the review counts received for all the agents you are coaching. As a coachee, the graph shows the review counts received for other agents being coached.
