Here are our recommendations for reports useful for identifying coaching needs: 4.2 Event type trend, 1.3 Answers by Staff (distribution view), 4.4 Question trend, 4.5 Section trend, 4.6 Comments, 4.7 Causes, 4.8 Causes trend.

Report 4.2 Event type trend helps identifying a particular category of interactions (processes) that need further coaching.

Report 4.4 Question trend has a helpful drill down report (by clicking on the Question average) by answers as well.

Reports 1.3 Answers by Staff (distribution view) and 4.4 Question trend are useful in finding which areas have an overall good performance and which need to be improved.

Report 4.5 Section trend can be run to find the overall areas that need more focus in coaching:

Reports 4.6 Comments, 4.7 Causes and 4.8 Causes trend are going to bring more detail to the areas that need coaching by providing the specific reason.

After having identified the question or questions that need improving and coaching, the Analyst can run report 4.6 Comments, selecting the Question comments view (the default view) and searching by question number.

A much better option to get the same insight is using reports 4.7 Causes and 4.8 Causes trend which in addition to listing the details it also counts how many times they were used. Report 4.7 has two useful drill down reports : by clicking on the scorecard name, the causes will be displayed by section and by clicking on the Section name, the causes will be displayed by question.

4.8 Causes trend will show whether the coaching / training provided was efficient (less causes used).