Guide to Coaching (v2)

How to get started with the coaching workflow and unlock better agent performance in a few easy steps!

Heli Munshi avatar
Written by Heli Munshi
Updated over a week ago

Use the above video along with the rest of this article to learn all about how you can get started with the Coaching tool in Maestro.

STEP 1: CREATE A COACHING SESSION

The session houses the content and topics you want to review with the agent, as well as the action items you want them to complete after the session is over.

  1. Click “Coach” from your navigation bar

  2. Select Agent

  3. Click “New Session”

  4. Select any Template ((if you’re new to coaching, we recommend the “Welcome to Coaching” template)

Tip: Once you select an agent, you’ll see the 3 most recent sessions for that agent on the left sidebar - this will help you jog your memory on coaching.

STEP 2: REVIEW "UNASSIGNED ITEMS"

Graders are able to suggest items for coaching as they grade. You can view the list of items they've added for the agent you're coaching by visiting the "Unassigned Items" space. Here, you'll find the list of "coaching points" a grader has created that hasn't yet been assigned to a session. (A Coaching Point is basically a topic you want to discuss. Most points are usually specific tickets or metrics). Similarly, you'll find a list of "to-do's" which haven't been linked to a session yet either.

You can look at these unassigned items and decide if they're topics you want to discuss in this session. If you, select the checkboxes next to the relevant points/ to-do's and select the session you want to add them to!

Note: Any unassigned points here are not visible to agents. However, unassigned to-do's are visible since they've been assigned to the agent, but just not yet assigned to a coaching session.

STEP 3: ENTER SUMMARY IN WORKSPACE

Start typing any notes/reminders/updates to discuss.

You can use this space to mention tickets/metrics as well but we recommend adding those things as coaching points - step 3!

STEP 4: CREATE COACHING POINTS FOR MAIN TOPICS

Click “Add Coaching Point” to create a point. Remember to look at those Unassigned Items from Step 2 to make sure you're not duplicating any points!

The best thing about points is that you can report on them later. More on Coaching Points here.

STEP 5: SET UP ACTION ITEMS WITH TO-DO’S

Click “Create To-Do” and fill out the To-Do modal.

To-Do’s are the action items you want an agent to do. You can set reminders, add these to-dos to specific sessions to make sure you discuss them, and much more. Click here to learn more!

STEP 6 (OPTIONAL): WRITE UP ANY PRIVATE NOTES

Type up notes under the “Private Notes” tab that you don’t want an agent to see.

These will be viewable by any non-agent users that can see this session.

STEP 7: SHARE THE SESSION

Click “Share with Agent” to send the Agent an e-mail notification about a session being ready for their viewing.

On the left sidebar you’ll see the status of the session - whether it was shared with the agent, opened by the agent, or completed by the agent.

STEP 8: MARK THE SESSION COMPLETE

Click “Mark Complete” to confirm you’ve reviewed the session async or finished conducting it live.

Both coaches and agents can mark sessions complete.

STEP 9: REPORT ON COACHING WORKFLOW

If you’d like, Maestro has several different reporting options to understand the progress and impact of your coaching workflow. Read more about these options here.

OTHER COMMON QUESTIONS

1) HOW DO I FIND EXISTING COACHING SESSIONS?


You can find existing sessions in two ways:

  1. Click on “Coaching” from the navigation bar and look at the “Coaching Sessions” section of an agent’s dashboard.

  2. On the Coaching Window, click on the “View All” button, which will direct you to the same “Coaching Sessions” section of the agent’s dashboard.

2) WHO CAN CREATE AND VIEW THIS?

Coaching Session

Admin

✅ Create

✅ View

✅ Edit

✅ Create

✅ View

✅ Edit

✅ Create

✅ View

✅ Edit

(unless created by an agent who doesn’t give them permission to do so)

✅ Create

✅ View

✅ Edit

Limited Admin

✅ Create

✅ View

✅ Edit

✅ Create

✅ View

✅ Edit

✅ Create

✅ View

✅ Edit

(same as above)

✅ Create

✅ View

✅ Edit

Manager

✅ Create

✅ View

✅ Edit

✅ Create

✅ View

✅ Edit

✅ Create

✅ View

✅ Edit

(same as above)

✅ View

(if shared with them)

Grader

✅ Create

✅ View

✅ Edit

✅ Create

✅ View

✅ Edit

✅ Create

✅ View

✅ Edit

(same as above)

✅ View

(if shared with them)

Agent

✅ View

✅ View

✅ Create

✅ View

✅ Edit

(unless created by someone else who doesn’t give them permission to do so)

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