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Coaching connects your QA program to agent development. A coaching session is a logged 1:1 record you keep for one agent, built from real tickets and their QA scores. Use it to document a coaching conversation and give the agent something to refer back to. If you don’t see Coaching in the sidebar, ask an admin to enable it under Settings > Features.

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What a coaching session contains

The Coaching page in the sidebar opens the coaching performance view for your organization. Individual coaching sessions live on each agent’s performance page. See Run a coaching session.

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From evaluation to coaching

Coaching is most useful when it’s tied to evidence:
  1. AI QA (and your reviewers) evaluate interactions and produce scores.
  2. On an agent’s performance page you spot a pattern worth addressing.
  3. You log a coaching session, attaching the specific tickets and evaluations that illustrate the point, plus your notes.
  4. Later evaluations show whether the coaching landed.

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Who can do what

  • Coaches and admins create and edit coaching sessions.
  • Agents see their own coaching sessions read-only.