Skip to main content

Adding to Coaching from Grading

Learn how Graders can contribute insights to Coaching Sessions

Written by Matt

Adding to Coaching from grading allows Graders to mark tickets with valuable insight directly from the grading workflow. With this:

  • Graders can quickly help suggest items for coaching while they evaluate an Agent’s tickets

  • Team Leads can always have a backlog of suggested coaching topics to reference when setting up a coaching sessions with their agent

  • Teams can build a stronger connection between their QA processes and Coaching programs

How to Add to Coaching from Grading

  1. From the grading screen, select “Add to Coaching” for a criterion with a valuable Coaching opportunity

  2. Mark the Coaching Point as a strength, or opportunity, and leave some notes for the Agent and Coach on why it’s a good Coaching opportunity

  3. [optional] To link this point to a specific session, select the session from the dropdown. The criteria will then appear in the Agent’s Coaching Session as a Coaching Point.

  4. Graders can only add specific criteria to tickets, and not the entire ticket

✍ Note: Admins can restrict which User Groups have access to this functionality at the bottom of our Role Permissions tab in User Roles

🎥 Check out this video for a visual explanation:

Did this answer your question?