We built 'Out of the Box' Maestro templates to allow Coaches to quickly kickstart coaching programs with structured sessions
When creating a new Coaching Session, select a preset template with the 'M' logo from the Templates dropdown
We’re making it easier to add ungraded tickets to coaching by enabling customers to add them directly from the Tickets tab
Add ungraded tickets that may be high-priority, tagged for coaching, or part of shadow/live coaching sessions
Team leads can now view Agent Engagement with feedback on the Ticket level
In the Reporting tab, access our new ‘Agent Engagement-Graded Tickets’ report to view data about engagement on the Ticket level
Evaluate the scale of your QA programs by tracking how support teams are engaging with their feedback
Add to Coaching from Grading Turned On by Default
Use add to Coaching from Grading to:
Mark tickets with valuable insights directly from the grading workflow; allow Graders to quickly and seamlessly prep Coaching Sessions
Build a stronger connection between QA processes and Coaching programs