The Tickets Tab gives Coaches a broad view of Agent interactions with customers. Adding to Coaching directly from the Tickets tab allows teams to:
Find tickets with valuable insights which haven’t been graded to add to Coaching Sessions
Quickly find tickets covered in live coaching sessions and add them to the corresponding session as Coaching Points
How to Add Ungraded Tickets to Coaching
Navigate to the Tickets tab, and use Maestro’s filters to find tickets with valuable coaching opportunities. If your agents are tagging tickets as they work, you can filter by those tags in the dropdown using Ticket Attributes
When you find a ticket with a valuable coaching opportunity, click into that ticket and select “Add to Coaching”
Like elsewhere in Maestro, you will be able to add the ticket into an existing session as a Coaching Point, or create a new session. When you’re done filling out the Coaching Point, click “Add to session”. Only the ticket will be added to the session, not the associated Rubric and grade
🎥 Check out this video for a visual explanation: