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A coaching session is where you capture a one-on-one coaching conversation with an agent. Ground it in their QA results: pull in the specific tickets and evaluations (“evidence”) that prompted the conversation, add your notes, and the agent has a clear record to work from after you meet.

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Before you start

  • Coaching must be enabled for your organization (Settings > Features).
  • You need a coach or admin role. Agents can view their own sessions but can’t create or edit them.
  • Have the tickets or evaluations you want to reference in mind; sessions are most useful when grounded in real interactions.

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Create a session

Coaching sessions live on the agent’s performance page, not the Coaching page. The score trend, the criteria the agent keeps failing, and the tickets behind both are already in front of you there. Use team and agent performance covers reading that page before you book the 1:1.
  1. Open the agent’s performance page (Insights > Teams, then drill into the agent, or open the agent from any evaluation).
  2. In the Coaching sessions timeline, click New session.
  3. Pick the coaching date. New sessions default to the upcoming Monday at noon; change it to when the coaching happened or is planned.
  4. Save. The session opens so you can add notes and evidence.
Creating a coaching session from an agent's performance page
A session dated in the future shows up as upcoming on both the agent’s timeline and your own upcoming-coaching list, so you can plan sessions ahead of time.

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Add evidence: tickets and evaluations

Evidence links a coaching point to a real ticket and its QA result.
  1. In the open session, add a ticket by its conversation.
  2. Rulebase attaches the ticket’s QA score. If you don’t choose a specific evaluation, it automatically uses the best completed evaluation for that ticket and this agent, preferring a human evaluation over an AI one, and the most recent.
  3. Add per-ticket feedback to explain what you want the agent to notice.
You can also attach a ticket to a session directly from a conversation or evaluation using Add to coaching, without opening the agent’s page first.
An evaluation can only be attached as evidence when it belongs to the same ticket and the agent being coached. Rulebase blocks mismatched evidence so a session never references another agent’s score.

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Write notes

Session notes use markdown, so you can structure the conversation with headings, bullets, and links. Keep notes specific and tied to the evidence you attached. A coaching session with notes and a Tickets panel for attached evidence

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Share a session

Use Copy link in the session to share a direct URL (/coaching/sessions/{id}). The link resolves the session and opens it on the agent’s performance page, so recipients land in the right place.

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What the agent sees

The agent opens the same Coaching sessions timeline on their own performance view, but read-only: they can read your notes, open the linked tickets, and see the QA scores, but they can’t add, edit, or delete anything. There’s no acknowledgement step; the record stays available.