Tracking > My Coaching Goals
This feature allows agents, and administrators that are coached, to view their coaching progress for the current or previous coaching period.
To view your current or previous coaching goals, follow the steps below:
1. Navigate to Tracking > My Coaching Goals
2. Select the Scoring Template used during your coaching session.
3. Select Current Goals to view the current goals you’re working on. Select Previous Goals to view the goals set in your last coaching period. Select Other Goals to view previous coaching periods.
Once on the My Coaching Goals Page you will find information on the previous and current coaching periods at the top.
Below that you will see averages for scored calls based on the scoring template used to score your calls. Recordings for calls you were scored on can be played by clicking the Play button next to each scored call.
Below your scored calls you will find the notes your coach left for you during this coaching session.
The scoring template can be located at the very bottom of the page. You will also find any notes left by your coach on this page.
Preparing for Coaching Sessions
Prior to conducting a coaching session administrators and supervisors should do the following:
Score at least five calls per agent. Create and save coaching sessions only after you've completed scoring all calls for the session. The five calls will show on the Coaching Sessions page since they occurred between your previous coaching session and the upcoming session.
Identify two calls to focus on for the coaching session.
Have the agent listen to and soft score the two selected calls prior to your session, using the Agent Self Scoring Template.