Coaching sessions in Zendesk QA help you identify agents who need the most support and plan targeted coaching sessions to improve their performance.
You can learn more in this article or by watching this overview video.
This article contains the following sections:
- Setting up coaching sessions
- Analyzing agent performance
- Documenting coaching sessions
- Using coaching insights
Setting up coaching sessions
Coaching sessions allow you to see which agents need the most help.
To set up a coaching session
- Navigate to the Coaching section (
), then select Sessions. - 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.
Analyzing agent performance
After you've created a coaching session with an agent, you can view information related to the agent's performance. The panel on the right displays the following information:
- IQS score
- Feedback score
- Score per category
- Quiz results
- Comment feedback from reviewers
- Pins created under the agent's profile
Documenting coaching sessions
In the coaching session you created, you can make notes of what you discussed in the panel on the left. You an add information such as:
- Talking points and notes
- Pins to discuss from the right-hand panel
- Action items
- Personal notes that only you can see
Visibility of sessions
Sessions are private between you and the agent you're coaching. You both have the same view, except for any personal notes you add.
You can share the coaching session with another manager so that they can keep track of the progress. After the session is complete, you can see a record of the session and all other sessions on the Sessions page.
Using coaching insights
Coaching insights give you an overview of the sessions (coach and coachee’s performance) as well as the IQS. You can check if reviews have been seen or not. To see the IQS, CSAT, and reviews received and seen, you must first set up a session.
As a coach, the graph shows you the received review counts for all the agents you're coaching.
As a coachee, the graph shows you the received review counts for other agents being coached.
The panel on the right provides an overview of sessions and their dates, as well as the progress of a session. Workspace managers have an overview of all sessions happening in that workspace.