Starter · Part of Training and Coaching
Coaching cadence policies
Per-phase coaching frequency rules by LOB. Sessions auto-schedule on cadence; a missed window alerts the supervisor and their manager.
For the operator
HR builds the rule library in Settings → Coaching → Cadence Templates: a ramp phase (nesting, first 90 days, ongoing, or PIP) paired with a frequency from daily to monthly, a session length, and an optional client or LOB scope. From there it largely runs itself. When an agent starts nesting the system assigns the matching cadence; graduation rolls it forward to the first-90-days rule, day 90 rolls it to ongoing, and an open PIP overrides it until the plan closes. A daily job books each due coaching session, and any window that closes without one alerts the supervisor and their manager. The list shows phase, frequency, scope, and auto-create status at a glance, with archive and restore for rules you are retiring.
Business impact
Coaching frequency during ramp is where early attrition is won or lost, and it usually rides on whether a team lead remembers. This turns it into a property of the system instead. Ramp-critical agents get coached on the mandated cadence whether or not anyone is watching the calendar, a missed window surfaces while there is still time to act, and every scheduled and completed session is logged. When a client or a labour-relations review asks whether a struggling agent was actually supported, the cadence history is the answer, on one screen.