Starter · Part of Training and Coaching
1:1 coaching sessions with tracked action plans
Coaching sessions with action items the agent acknowledges in-app. Same record from coaching note to verified completion — no email threads, no notepad.
Coaching sessions queue — sessions per agent, coach, and scheduled date with action item count and acknowledgement state. Sessions can be standalone or auto-linked to a QA evaluation; either path is one record from finding to closure.
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For the operator
Coach builds a session in two clicks: pick agent + date, drop in summary, attach action items with deadlines. Action items can carry a training module attachment that flows directly into the agent's training queue. Agent acknowledges from their portal; supervisor sees the chain when needed.
Business impact
Coaching that used to live in supervisor notepads now lives in data. HR can pull every coaching session for an agent in one query — labour-relations defence is forensic-grade. Closed-loop coaching paired with the QA → Training wire measurably reduces miss recurrence.