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
- Create a session for the agent.
- Attach the reviews and conversations you want to discuss.
- Note the points to cover.
- Hold the session.
- Record what was agreed, and the date to check back.
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.
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