One way to drive accountability at the coaching level is to track, identify, and commend the Team Leads who coach and drive Agent Performance consistently. Coaching Reporting provides admins with a high-level view of which coaches are holding structured Coaching Sessions on a regular basis, and which coaches could use a little more guidance or additional follow-up


Who has Access to Coaching Reporting?

To enable Coaching Reporting for your account, make sure the option is selected in Settings > Other Settings > Additional Feature Settings. Admins should see Enable Coaching Reporting as a toggle option.

enable coaching reporting

*Note: Reach out to your MaestroQA Customer Success Manager if you do not see this option available.*

Once enabled, access to Coaching Reporting depends on a user's Role and Agent Group access

  • Admins have access to Coaching Reporting

  • To grant Coaching Reporting access to Managers and Graders, an Admin must go to Settings > User Roles > Role Permissions and scroll to the bottom of the page.

    coaching reporting access

    • An Admin can choose from the following options for Graders and Managers:

      • Own - Managers and Graders only have access to their own stats for coaching

      • All - Managers and Graders have access to all coaching stats for the User Groups they have access to

      • None - Managers and Graders do not have access to Coaching Reporting


Where is Coaching Reporting located?

Reporting for Coaching is located on the left-hand side of the Reporting page.

Coaching Reporting

Navigating Coaching Reporting

Coaching Reporting is comprised of 2 separate reports:

  • Agent Sessions - View the number of sessions created for each Agent

  • Coach Sessions - View the number of sessions created by each coach

Reporting filters:

  • Time Range - See how many Coaching Sessions were shared and completed within the selected time frame

  • Agent Group - Select the Agent Groups you'd like to see, and the agents within those groups will appear by row in the report

  • User Group - Select the User Groups you'd like to see, and the users/coaches within those groups will appear by row in the report

Agent Sessions Report

Agent Sessions Report

Break down the number of sessions an Agent is receiving within a specified period of time. If an Agent met with multiple coaches within a time period, multiple rows will appear for the same Agent to separate the coaches.

agent sessions

The default view shows all Agents and coaches, but users can filter by Agent Group (for agents) or User Group (for coaches) to refine the reporting view.

Below are the columns within the report:

  • Agent - The Agent who was coached

  • Coach - The user assigned to run the Coaching Session with the Agent

  • Sessions Shared - The number of Coaching Sessions created and shared with the Agent to review

  • Completed By Coach - The number of Coaching Sessions marked as completed by the coach

  • Completed by Agent - The number of Coaching Sessions marked as completed by the Agent

  • Action - View the actual Coaching Sessions

    • Opens a separate MaestroQA tab directly to the Agent's Coaching page

The default report is in alphabetical order by Agent. But you can sort by any of the other columns to quickly identify high-level insights. Sort the rows to view which Agents are receiving the least amount of Coaching, and which coaches are responsible for completing those sessions. Similarly, view which coaches are completing sessions, and which Agents are acknowledging they've had those conversations.

Coaching Sessions Report

Coaching Sessions Report

View how many Sessions are completed by coaches within a selected time period. This report gives us a different view, showing a glimpse of how many sessions each coach is carrying out regularly, regardless of any specific Agent they may be coaching.

Below are the columns within the report:

  • Coach - The user assigned to run Coaching Sessions with Agents

  • Agent - The number of unique Agents coached by the user

  • Sessions Shared - The number of Coaching Sessions created and shared with the Agents for the user to coach

  • Completed By Coach - The number of Coaching Sessions marked as completed by the coach

  • Completed by Agent - The number of Coaching Sessions marked as completed by the Agents

In the example below, the highlighted coach is responsible for 8 different Agents. 21 Coaching Sessions have been shared between those 8 Agents. That coach could have created those sessions or been assigned those Coaching Sessions by someone else who created them. Either way, that same coach has marked 19 of those sessions as complete, acknowledging that those conversations have taken place with the Agent. Seeing 0 Agent completions in the last column could likely mean that the Agents aren't following the process by marking the sessions as expected, or it could mean the coach is discussing the feedback but the Agents aren't logging in to review it themselves.

Without seeing this report, it's possible that an Admin would assume the feedback loop is running smoothly and all feedback is reaching the Agents. But now, Admins can use this information to engage in conversations with their support teams to understand how feedback is discussed, how often it is discussed, and align on the most effective way for an Agent to engage with all of their feedback - like ensuring the Agent logs in to MaestroQA regularly to read through all of their feedback, and acknowledge the completion of their 1 on 1 Coaching Sessions.

coaching

Coaching Reporting can serve as a great tool to drive engagement at the Team Lead and Agent level. Make sure users across every team in your support organization are held to the same coaching standards and are actively discussing the feedback. Consistent coaching will ensure Team Leads are reinforcing the right habits and procedures for the Agents who need it most.


Caveats to Coaching Reporting Today

  • Currently, Coaching Reporting cannot be saved as a personal report or exported


Additional Resources

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