Hi there team,

I was wondering if it would be possible to get a few more options in the "Coaching Effectiveness" feature. To explain:
We have some concerns about using the "Yes/No" options for evaluating coaching effectiveness. This binary system doesn’t take into account situations where external factors, like low volume, affect performance and KPIs.
For instance, if CPH drops because of low volume, marking the coaching as "No" may not truly reflect the agent’s progress or the effectiveness of the coaching. On the flip side, marking it as "Yes" could lead to inaccurate data since external factors might overshadow actual improvement.

Thus, would it be possible to include a third option like "Pending" or "Needs Review" along with a comment field?