View and manage coaching sessions in Performance Management

On the Coaching page in Performance Management, you can schedule a session and view past and future coaching sessions. Below is an example of information for one upcoming coaching session:

The Focus for each session is the target metric that the agent needs to reach. In the example above, the agent needs to reach 90% adherence in 27 days.

Prerequisites

• Your organization has enabled the new login experience. See Log in to Calabrio ONE with your subdomain URL for more information.
• You have the Coach View Access or Administer Performance Management Essentials permission.
• To schedule a coaching session, you must have scope over both the agent and the coach that you want to schedule a session for. See Create and edit users for QM, Analytics, and Insights for more information about scope.

Page location

Performance Management > Coaching

Procedures for agents

Request a coaching session

1. Click Request Coaching.
2. Enter a name in the Session Title field.
3. (Optional) Select a performance path from the Path drop-down list. Ask your supervisor if you’re not sure which option to select.
4. (Optional) Select the performance measure that you want help with from the KPI Metric drop-down list. Ask your supervisor if you’re not sure which option to select.
5. (Optional) Enter any notes for the coach or coaching administrator in the Comments/Notes field. The information you enter here will be visible to the coach, the person who schedules coaching sessions, and anyone else who has access to view the information about this session.
6. Click Request Coaching. Your request appears on the Requested tab.

View past coaching sessions

1. Click the Completed tab.
2. Click the View Details button for an individual session.
3. To close the session, click Cancel.

Delete a coaching request

1. Click the Requested tab.
2. Click Delete next to the request you want to remove. The Confirm deletion window opens.
3. Click Delete. The Confirm deletion window closes, and the request disappears from the Requested tab.

Procedures for supervisors

Schedule a new coaching session

1. Click Schedule Coaching.
2. Enter a name in the Session Title field.
3. Select the agent who will receive the coaching from the Agent drop-down list.
4. Select the person who will lead the session from the Coach drop-down list. This list includes everyone who has the Coach View Access or Administer Performance Management Essentials permissions.
5. Enter the session Date and Start Time.
6. Select how long the session will be from the Duration drop-down list.
7. (Optional) If the coaching session will be held virtually, enter a link to the virtual meeting in the Meeting Link field. The link will be visible to agents in the coaching session.
8. (Optional) Select the performance path assigned to the agent from the Path drop-down list.

9. (Optional) Select the performance measure that the agent needs to improve from the KPI Metric drop-down list.

   EXAMPLE   You want the agent to decrease the amount of time they leave calls on hold. You select Hold Time from the KPI Metric drop-down list.

10. (Optional) Enter the score that the agents needs to reach in the Target metric field. If the metric is time based, enter the goal time in seconds.

    EXAMPLE   You want the agent to leave calls on hold for no more than five minutes. You enter 300 in the Target metric field.

11. (Optional) Enter the date by which the agent needs to reach the goal in the Target date field.

    EXAMPLE   The agent has one month to reach a hold time metric of under five minutes. The coaching session is scheduled for a week from today, so you enter the date that is one month after the session date as the Target date.

12. (Optional) Enter any notes for the agent or the coach in the Comments/Notes field. The information you enter here will be visible to the agent, the coach, and anyone else who has access to view the information about this session.
13. Click Schedule coaching. The session appears on the Coaching page.

View upcoming coaching sessions

1. Click the Scheduled tab.
2. Click the View Details button for an individual session.
3. To close the session, click Cancel.

Edit a coaching session

1. Click the Scheduled tab.
2. Click the View Details button for an individual session.
3. Make changes to the session as needed.
4. Click Update Session.

Delete a coaching session

When you delete a coaching session, the session disappears from Performance Management.

1. Click the Scheduled tab.
2. Click the View Details button for an individual session.
3. Click Delete. The session is deleted immediately.

Publish a draft coaching session

1. Click the Drafts tab.

2. Click the View Details button for an individual session.

3. Click Update Session. The session is published immediately.

View past coaching sessions

1. Click the Completed tab.
2. Click the View Details button for an individual session.
3. To close the session, click Cancel.

View coaching requests from agents

1. Click the Requested tab.
2. Click Schedule Session to view the entire request.
3. (Optional) Edit the session details as needed.
4. Click Schedule coaching. The session appears on the Coaching page.

Related topics

• View performance for key indicators in Performance Management
• Select metrics to measure with Performance Management