Accessing and viewing the Coaching dashboard in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">The Zendesk QA Coaching dashboard provides an overview of both the coach’s and coachee’s performance, as well as the reviews received and viewed. Coaches can assess the impact on their coached agents’ performance.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Use the Coaching dashboard to track coaching sessions, review feedback, and monitor performance improvements for coaches and agents. It provides metrics like total sessions, coaching threads, session status, and performance trends. You can filter data by date, coaches, and coachees, and download detailed reports to analyze coaching impact and manage overdue or upcoming sessions effectively across workspaces.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboard &gt; Coaching</div>
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<p class="p" dir="ltr">The Zendesk QA Coaching dashboard provides an overview of both the coach’s and
coachee’s performance, as well as the reviews received and viewed. Coaches can assess the
impact on their coached agents’ performance.</p>
<p class="p" dir="ltr">You can track when coaching sessions occurred and whether agents have reviewed the
feedback they received. </p>
<p class="p">You can also see how coaching sessions affect your Internal Quality Score (IQS).</p>
<p class="p" dir="ltr">This article covers the following topics:</p>
<ul class="ul" id="topic-1__ul_ehp_q3m_3jc">
<li class="li" dir="ltr"><a class="xref" href="#topic_fmy_s3m_3jc">Accessing the Coaching
dashboard</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_l4j_z3m_3jc">Understanding Coaching dashboard
data</a></li>
</ul>
<p class="p">Related articles</p>
<ul class="ul" id="topic-1__ul_fhp_q3m_3jc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_dmj_yjx_vfc" target="_blank">Understanding dashboard filters</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fmy_s3m_3jc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Coaching dashboard</h2>
<div class="body">
<p class="p" dir="ltr">Use the Coaching dashboard to review coaching activity across your account. </p>
<p class="p" dir="ltr">You can filter the data by date, coaches, and coachees.</p>
<p class="p" dir="ltr"><strong class="ph b">To access the Coaching dashboard</strong></p>
<ol class="ol" id="topic_fmy_s3m_3jc__ol_uhj_w3m_3jc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <img class="image" id="topic_fmy_s3m_3jc__d8e25" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboard_icon.png" width="22">
<strong class="ph b">Dashboards</strong> in the sidebar. </span></li>
<li class="li">From the list of dashboards, select <strong class="ph b">Coaching</strong>.<p class="p"><img class="image" id="topic_fmy_s3m_3jc__image_y4d_y3m_3jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_coaching_dashboard.png" width="800"></p>
</li>
<li class="li">Filter the dashboard by date, coaches and coachees. <p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_dmj_yjx_vfc" target="_blank">Understanding dashboard filters</a>.</p>
</li>
<li class="li">Review the dashboard cards and charts.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_l4j_z3m_3jc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding Coaching dashboard data</h2>
<div class="body">
<p class="p" dir="ltr">The Coaching dashboard includes cards and charts that help you analyze coaching
activity and performance.</p>
<div class="note attention">
<span class="attentiontitle"></span> Coaching activity metrics reflect your entire account. Workspace
filters apply only to the Coachee performance section.</div>
<p class="p" dir="ltr">You can click values in the cards to drill into goal completion data per
conversation. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_hng_tlx_vfc" target="_blank">Accessing additional data points</a>. You can also
download dashboard data. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_wk1_gsx_vfc" target="_blank">Downloading dashboard data</a>.</p>
<p class="p" dir="ltr">The dashboard includes these cards:</p>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Card</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Coaching threads</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The total number of unique, ongoing coaching engagements, or tracks,
established between a coach and an agent.</td>
</tr>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Total sessions</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The total number of individual coaching meetings and events
recorded.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Days since last session</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The number of days since the most recent coaching activity.</td>
</tr>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Days until next session</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The number of days until the next scheduled session. If no future
sessions are scheduled, this field is blank.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Status overview</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<div class="p" dir="ltr">The status of a coaching session: <ul class="ul" id="topic_l4j_z3m_3jc__ul_v4z_gjm_3jc">
<li class="li" dir="ltr">Completed: Sessions marked as completed.</li>
<li class="li" dir="ltr">In progress: Ongoing sessions.</li>
<li class="li" dir="ltr">Scheduled: Sessions planned for a future date.</li>
<li class="li" dir="ltr">Overdue: Sessions whose scheduled date has passed and that are not
marked as completed.</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Coaches</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The number of unique people providing coaching.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Coachees</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The number of unique people receiving coaching.</td>
</tr>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Coaching sessions over time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Coaching session volume over time by session status. The chart uses
stacked bars and a trend line to highlight the overdue backlog separately from other
session counts. </td>
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<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Overdue sessions</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Sessions that are past due and need follow-up.</td>
</tr>
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<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Performance overview</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr">A summary of how coachees are performing across selected
workspaces.</p>
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