Understanding coaching sessions

Coaching capabilities in Zendesk QA help you identify agents who need support, and plan targeted coaching sessions to enhance their performance. These capabilities also allow you to visualize and understand the impact of your coaching efforts, making feedback more meaningful and sessions more effective.


What's my plan?







Add-on

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







Summary: ◀▼
Coaching sessions help you identify agents needing support and plan targeted coaching to improve performance. You can structure sessions with templates, pins, and notes, track feedback review, and monitor impact on quality scores. Sessions are private but shareable for collaboration. The overview page shows all sessions, including completed, upcoming, and overdue, helping you manage coaching progress effectively.






Location: Zendesk QA > Coaching > Sessions

Coaching capabilities in Zendesk QA help you identify agents who need support, and
plan targeted coaching sessions to enhance their performance. These capabilities also allow
you to visualize and understand the impact of your coaching efforts, making feedback more
meaningful and sessions more effective.
The Sessions page provides an overview of all coaching sessions and performance
progress for a selected workspace, user, or multiple users. You can track when coaching
sessions occurred and whether agents have reviewed the feedback they received. Additionally,
you can see how coaching sessions have impacted your Internal Quality Score (IQS).
You can learn more in this article or by watching this overview video.

This article contains the following topics:

Setting up coaching
sessions
Sessions overview

Related articles

Using pinned notes to coach agents
Creating and managing quizzes



Setting up coaching sessions

Prepare and conduct coaching sessions using comment templates and talking points
to structure the discussion and provide context for the topics addressed. Pin conversations
whenever you identify trends or topics to discuss in your next one-on-one session. During
the coaching session, take notes and set action items to ensure accountability and track
progress. You can also add personal notes that are visible only to you.
To set up a coaching session

In Quality assurance, click
Coaching in the sidebar.
Click Sessions.
Click +Session.
Select the agent you want to coach.
By default, you're set as the coach. You can optionally select another team
member to coach the agent.
Enter a Session name.
Select a Date for the session.
Click Create session.

After your coaching session is created, you can add the following information
before, during, and after the session:


Talking points and notes. You can also use templates to streamline your
reviews. See Creating and using templates for reviews in Zendesk
QA.

Pins: Add pinned items as discussion points from the right-hand side
panel. See Using pinned notes to coach agents.


Personal notes: Add notes that are visible only to you.


You can also view the following information related to the agent's performance on
the right panel:


Metrics:

IQS score
Feedback score
Score per category
Quiz results




Feedback: Feedback comments from reviewers.

Pins: Pins created under the agent's profile

Sessions are private between you and the agent you're coaching. Both of you have
the same view, except for any personal notes you add. You can share the coaching session
with other users for collaboration or with other managers using the Share button at the top.
This allows them to track the session’s progress as well.



Sessions overview

After the session is complete, a record appears on the Sessions overview page, including
the reviews completed, upcoming, and overdue.



{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043747156506-Understanding-coaching-sessions",
"url": "https://support.zendesk.com/hc/en-us/articles/7043747156506-Understanding-coaching-sessions",
"headline": "Understanding coaching sessions",
"description": "You can set up and manage coaching sessions to support agent performance by tracking feedback, notes, and progress within a workspace or user context.",
"articleSection": "Using Zendesk QA for coaching",
"datePublished": "2024-04-10T01:22:00+00:00",
"dateModified": "2026-05-08T11:14:16.446896+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043747156506-Understanding-coaching-sessions"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"