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

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.

*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

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

Coaching Reporting is comprised of 2 separate reports:

Reporting filters:

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.

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:

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.

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:

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 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.