Accessing and viewing the Coaching dashboard in Zendesk QA

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.


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Quality Assurance (QA) or Workforce Engagement Management (WEM)







Summary: ◀▼
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.






Location: Zendesk QA > Dashboard > Coaching

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.
You can track when coaching sessions occurred and whether agents have reviewed the
feedback they received.
You can also see how coaching sessions affect your Internal Quality Score (IQS).
This article covers the following topics:

Accessing the Coaching
dashboard
Understanding Coaching dashboard
data

Related articles

Understanding dashboard filters



Accessing the Coaching dashboard

Use the Coaching dashboard to review coaching activity across your account.
You can filter the data by date, coaches, and coachees.
To access the Coaching dashboard

In Quality assurance, click
Dashboards in the sidebar.
From the list of dashboards, select Coaching.

Filter the dashboard by date, coaches and coachees. See Understanding dashboard filters.

Review the dashboard cards and charts.




Understanding Coaching dashboard data

The Coaching dashboard includes cards and charts that help you analyze coaching
activity and performance.

Coaching activity metrics reflect your entire account. Workspace
filters apply only to the Coachee performance section.
You can click values in the cards to drill into goal completion data per
conversation. See Accessing additional data points. You can also
download dashboard data. See Downloading dashboard data.
The dashboard includes these cards:








Card
Description


Coaching threads
The total number of unique, ongoing coaching engagements, or tracks,
established between a coach and an agent.


Total sessions
The total number of individual coaching meetings and events
recorded.


Days since last session
The number of days since the most recent coaching activity.


Days until next session
The number of days until the next scheduled session. If no future
sessions are scheduled, this field is blank.


Status overview

The status of a coaching session:
Completed: Sessions marked as completed.
In progress: Ongoing sessions.
Scheduled: Sessions planned for a future date.
Overdue: Sessions whose scheduled date has passed and that are not
marked as completed.





Coaches
The number of unique people providing coaching.


Coachees
The number of unique people receiving coaching.


Coaching sessions over time
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.


Overdue sessions
Sessions that are past due and need follow-up.


Performance overview

A summary of how coachees are performing across selected
workspaces.







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