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  1. For example, if we want an agent to do a refresher on a certain policy, Team Leaders and coaches can easily assign in one go

    9 votes

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  2. 6 votes

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  3. Link the coaching session to the specific evaluation received my the agent, so the agent can see in the same place the score, feedback from the QA team and the coaching session.

    5 votes

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  4. For example, if we're addressing a general behaviour that doesn't necessarily require follow up we still need to add an end date and still need to mark the coaching as achieved / not achieved.

    5 votes

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  5. Being able to edit the coaching form and the layout of the feedback enables us to format it working with different coaching techniques such as the GROW model. Being able to have multiple feedback boxes and title them will mean it's easier for the agent to follow.

    4 votes

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    • feedback export
    • feedback dashboard
    • most common coaching focus and how it's tracked over the week/month
    • coaching overview per agent
    • in agent profile, see current coaching goals and how they're tracking
    4 votes

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  6. In the coaching form, ability to identify the evaluations affected by the areas marked for improvement (not all evaluations in the period only), and be able to preview these in a left side pane for example to easier create the coaching form feedback and also to better review this with the agent being coached.

    4 votes

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  7. We need the agents team leader to be notified when a coaching form is submitted for one of their agents, much like we can select people to notify when an evaluation is submitted.

    3 votes

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  8. For example, if we have a follow-up session to goals set at the beginning of the month or have an agent on a Performance Improvement plan, to have supplementary coaching sessions sit within the initial session so it's all together. At the moment we are using coaching topics to track follow up sessions and then linking them in the comments of the original coaching which can be a bit messy at times.

    3 votes

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  9. Option for reps/agents to exit out or decline the satisfaction rating at the end of a coaching session. Our business would prefer that feedback from reps/agents to their manager is provided during their schedule 1:1 coaching sessions.

    2 votes

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  10. The Coaching module needs to have the ability to customize the dashboard with new reports, custom reports, and to customize the view by removing and sharing custom reports to analyst dashboards as an admin.

    2 votes

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  11. Add the Coaching Form name to the coaching report that's exportable.

    2 votes

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    Planned  ·  0 comments  ·  Reports  ·  Admin →
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  12. When we dowload coachings row data, the only fields included are "TOPIC" and "TYPE". As we can only select one topic by coaching, there is no way to see and analyze quickly which topics or root causes are inside each coaching (we have to enter in each coaching to check the template).
    It would be better to have the option to select multiple topics at the moment we are creating the coaching. This will help us to analyze the data, have more insights and efficent the time of the people in charge of creating and giving the coachings.

    2 votes

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  13. Since the new coaching options have been added and Team leads can add action items and attachments, it would be great for Team leads to preview the coaching before sending to make sure everything was selected correctly. There is currently no option and even when the coaching is saved as a draft, in the draft we don't see a preview of what the agent will receive. We might want to check on agent name, actions and attachments, etc. in a preview and have the option to then edit them separately.

    2 votes

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    Planned  ·  0 comments  ·  Coaching Form  ·  Admin →
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  14. Ability to add Rootcauses when doing coaching and extraction of report out of it

    2 votes

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  15. Would like Slack + email notifications enabled for when agent's receive a score of 0%

    2 votes

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  16. Ability to copy and paste a list of names in the 'coaching with' field (and the system would recognize the names separated by "," or ";" for example).

    Currently this is not possible, you have to select one by one, which can be quite time consuming for large teams.

    2 votes

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  17. Coaches cannot see how individual teammates have rated their coaching session - this is essential to making this feedback actionable.

    2 votes

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  18. Workloads is a great idea for in platform management of assigning QA work assignments for evaluations. Our business work flow also includes mandatory 1 on 1 manager level sync conversations monthly for the each staff person.

    It would be a great value add to have Workloads as a feature for coaching so as an admin I can create the monthly 1 on 1 Workloads for manager personnel and track participation/completion to meet with their direct reports for these sync meetings that QA performance review is part of the agenda of.

    With me not being a people manager of the full…

    1 vote

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  19. Request to add custom fields to the Coaching Report export, just like the newly added option on Quality Reports.

    1 vote

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