Coach with sessions, self-reviews and goals
Plan coaching sessions around real conversations, ask agents to self-review, handle disputes and set goals.
For: Supervisors and agentsSteps
- On a reviewed conversation select Start coaching, or go to MetriQA → Coaching and select New coaching session.
- Choose the agent, topic and time. Linked conversations are assigned to the agent to self-review first.
- Agents open the conversation, fill in Your self-review against the scorecard and say what they would do differently.
- Agents who disagree with a score select Dispute score. Reviewers decide in Coaching → Disputes: uphold the score or change it (changes are audited).
- Under Goals, set a target for an agent's overall score or one criterion over a period and follow the progress.
Good to know
- Mark a session completed and note the outcome; its assignments are closed with it.
- Goal progress uses the reviewer's score where there is one, otherwise the AI's.
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