How are you monitoring actionable steps for Agents to take after a Coaching Session? Establishing clear takeaways after a 1-on-1 discussion gives agents a clearer direction for how to apply the feedback you've discussed. Create follow-up action items for an Agent to work on after a Coaching Session to drive accountability and alignment.
To-do's can be created within a Coaching Session itself or on the Coaching tab in the To-do section.
Any coach with access to an Agent can create a To-do (or action item) for the Agent directly from the Coaching tab. In other words, an action item does not have to be associated with a specific Coaching Session unless a coach wants it to be.
Use Case #1 - A coach may want an Agent to work on a task but may not have time to mention it during an actual Coaching Session. So the coach can quickly create a To Do for an Agent directly from the Coaching tab and it will be visible to the Agent when they login to Maestro
Use Case #2 - A coach still has the option to add action items within a Coaching Session if they so choose
The coach will then be prompted to include more information about the action item. A coach can leave a title, a link to the content (optional), and a detailed description (optional) to make the action item as clear as possible for the Agent to complete.
*New Updates as of January 2022*
We made some updates to make the To-do experience even more user-friendly!
Rich text editor
Include hyperlinks and images in your To-do's to give your action items more detail
Macros now available for To-do's
Similar to Coaching Sessions, users can now create macros for To-do's to make it easier to re-use action items that are frequently assigned
The same macros that you create for Coaching Sessions can also be applied in the To-do section
Admins can share macros with User Groups to drive more consistency and structure
Side by side column view
View which Coaching Sessions are already linked to each action item
Add To-do's to an existing Coaching Session
Remove To-do's from existing Coaching Sessions
Activity feed of updates shown
Users can now see who is updating To-do's over time and what updates are being made
Sync Lessonly Tutorials and/or Guru Cards to your To-do's
Note the different types of To Do's available. If you have Lessonly and/or Guru integrated with your MaestroQA account, your coaches will be able to select specific tutorials/cards for the Agent to review as an action item. Once a tutorial is selected, the link to the lesson will appear within the To-do section of the Coaching tab for the Agent to access right away.
Navigating To Do's
All of the action items created in every Coaching Session will appear on the Coaching page along with any action items added directly from the Coaching page. As coaches mark off completed action items, users can flip back and forth to view Completed and Incompleted action items. The list also shows LMS material/tutorials that were assigned for the Agent to review from the Grading Workflow.
Users can click on any action item to view more details and options available. As you see below, a coach can mark an action item as complete, delete the action item, or add the action item to a coaching session.
Note: Agents can only mark action items as complete if they created the action items themselves. Any action item can be marked as complete/incomplete by a coach.
If necessary, an action item can be added to multiple coaching sessions. This way a coach doesn't have to recreate an action item for multiple sessions.
We also plan to release the following updates soon:
The ability to Edit To Do's
Adding due dates and reminders to To Do's
Stay tuned for more! Give To Do's a try and let us know how it works for your team.