Coaching Discovery

The Coaching Discovery page acts as your coaching command centre. It can be found under the Coaching tab:

It is highly customisable, with the ability to filter results by Group, Team, Supervisor, Scorecard, Scoring Type and Period.

There are two tabs on the Coaching Discovery page: Agent Performance and Question Performance.

The Agent Performance view shows an overview of agents based on applied filters.

The overview includes scores from the previous period, current period, change in scores, critical fails received and any open Coaching Sessions assigned to that agent. The number of evaluations completed for that agent per period is also visible in this overview:

For further detail including a 6-week trend and a visual on the Overall Performance Trend, select the agent:

Underneath the Overall Performance Trend, you can find Questions Requiring Coaching. From here, questions can be selected and a Coaching Session can be created based on the selected questions.

A list of active coaching sessions for the agent can be found at the bottom of the page underneath Questions Requiring Coaching:

The Question Performance view shows an overview of questions based on applied filters.

The overview includes scores from the previous period, current period, change in scores, critical fails received and the number of agents evaluated against this question for the defined period. The number of evaluations completed for this question per period is also visible:

For further detail including a 6-week trend and a visual on the Question Performance Trend, select the question:

Underneath the Question Performance Trend is Agents Requiring Coaching. From here, Coaching Sessions can be created based on the selected question: