Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Recorded sessions between a lead and an agent, built on real conversations. Structure that keeps it happening.
Set one up
- Pin the conversations as you come across them, rather than hunting for them the evening before. In Conversations, open one, click the Pin conversation icon in the top bar, choose whose note it is and write your comment.
- In Quality Assurance, click Coaching in the sidebar, then Sessions, then +Session.
- Pick the agent, enter a Session name and a Date, and click Create session.
- Add your talking points, and pull in the pinned items you want to go through from the panel on the right.
- Hold the session, take notes in it, and set action items so there is something to check back on.
Two things about who runs it and who sees it. You are set as the coach by default, and you can hand that to another team member if somebody closer to the work should lead the conversation. And the session is private between the coach and the agent: you both see the same thing, apart from personal notes, which stay visible only to you.
Attach specific conversations
Two or three, not twelve. A session anchored in real exchanges is concrete; one built on averages becomes a discussion about the numbers.
Let the agent prepare
Share what you plan to discuss beforehand. People who have read their reviews arrive ready to talk about the work rather than reacting to it for the first time.
Agree one thing
A session producing six improvement points produces none. One specific change, with a way to tell whether it happened, is worth more than a thorough list.
Write down what was agreed
Not for a record of the agent, but so the next session starts from the last one. Without it, each session restarts and nothing accumulates.
Check back
The next session opens with what was agreed last time. That single habit is what turns coaching from a recurring meeting into something that changes anything.
Keep it separate from appraisal
If these notes feed a performance rating, agents will manage what they say in them. Then the sessions stop being useful, and the notes stop being honest.
The product helps a little here: the session is private to the two of you and personal notes stay with you. What it cannot do is stop somebody quoting them elsewhere, so that part is a promise you make and keep.
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