Understanding coaching sessions

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<p id="docs-hc-snippet" style="display: none;">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.</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">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.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Coaching &gt; Sessions</div>
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<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">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).</p>
<p class="p" dir="ltr">You can learn more in this article or by watching this overview video.</p>
<div class="non-responsive"><iframe allowfullscreen="true" class="iframe embed-responsive-item" controls="controls" height="360" src="https://www.youtube.com/embed/LW0MSLWm_hA?rel=0" width="640"></iframe></div>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_c52_gzp_vdc">
<li class="li" dir="ltr"><a class="xref" href="#topic_g2b_zyy_ydc">Setting up coaching
sessions</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ixl_dzy_ydc">Sessions overview</a></li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Related articles</strong></p>
<ul class="ul" id="topic-1__ul_d52_gzp_vdc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759543194" target="_blank">Using pinned notes to coach agents</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043661759130" target="_blank">Creating and managing quizzes</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_g2b_zyy_ydc">
<h2 class="title topictitle2" id="ariaid-title2">Setting up coaching sessions</h2>
<div class="body">
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr"><strong class="ph b">To set up a coaching session</strong></p>
<ol class="ol" id="topic_g2b_zyy_ydc__ol_fhw_bzy_ydc">
<li class="li" dir="ltr"><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_g2b_zyy_ydc__d8e67" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_coaching_icon.png" width="22">
<strong class="ph b">Coaching</strong> in the sidebar.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Sessions</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">+Session</strong>.</li>
<li class="li" dir="ltr">Select the agent you want to coach.</li>
<li class="li" dir="ltr">By default, you're set as the coach. You can optionally select another team
member to coach the agent.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Session name</strong>.</li>
<li class="li" dir="ltr">Select a <strong class="ph b">Date</strong> for the session.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create session</strong>.</li>
</ol>
<p class="p" dir="ltr">After your coaching session is created, you can add the following information
before, during, and after the session:</p>
<ul class="ul" id="topic_g2b_zyy_ydc__ul_ghw_bzy_ydc">
<li class="li" dir="ltr">
<strong class="ph b">Talking points and notes</strong>. You can also use templates to streamline your
reviews. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043668618650" target="_blank">Creating and using templates for reviews in Zendesk
QA</a>. </li>
<li class="li" dir="ltr">
<strong class="ph b">Pins</strong>: Add pinned items as discussion points from the right-hand side
panel. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759543194" target="_blank">Using pinned notes to coach agents.</a>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Personal notes</strong>: Add notes that are visible only to you.</li>
</ul>
<p class="p"><img class="image" id="topic_g2b_zyy_ydc__image_hhw_bzy_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043747156506_3.png" width="850"></p>
<p class="p" dir="ltr">You can also view the following information related to the agent's performance on
the right panel:</p>
<ul class="ul" id="topic_g2b_zyy_ydc__ul_ihw_bzy_ydc">
<li class="li" dir="ltr">
<strong class="ph b">Metrics</strong>:<div class="p">
<ul class="ul" id="topic_g2b_zyy_ydc__ul_jhw_bzy_ydc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786" target="_blank">IQS score</a></li>
<li class="li" dir="ltr">Feedback score</li>
<li class="li" dir="ltr">Score per category</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043661759130" target="_blank">Quiz results</a></li>
</ul>
</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Feedback</strong>: Feedback comments from reviewers.</li>
<li class="li" dir="ltr">
<strong class="ph b">Pins: </strong><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759543194" target="_blank">Pins</a> created under the agent's profile</li>
</ul>
<p class="p" dir="ltr">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.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ixl_dzy_ydc">
<h2 class="title topictitle2" id="ariaid-title3">Sessions overview</h2>
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<p class="p">After the session is complete, a record appears on the Sessions overview page, including
the reviews completed, upcoming, and overdue.</p>
<p class="p" dir="ltr"><img class="image" id="topic_ixl_dzy_ydc__image_tv1_klt_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_sessions_overview.png" width="850"></p>
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