In the MaestroQA Coaching API, coaching data is represented as three primary resources: Coaching Sessions, Coaching Points, and To-dos. This guide provides a brief overview of the schema for each resource.
Coaching Session Resource
Coaching sessions are structured interactions between a coach and an agent, providing an opportunity for feedback, skill development, and performance review. Here's the schema for each coaching session:
id: The unique identifier (ID) of the coaching session.
name: The name or title of the coaching session
createdAt: The date and time when the coaching session was created.
updatedAt: The date and time when the coaching session was last updated.
agentId: The external ID of the agent associated with the coaching session. This ID links to the agent in your helpdesk or other systems.
agentName: The name of the agent participating in the coaching session.
coachId: The user ID of the coach facilitating the coaching session.
coachName: The name or email of the coach facilitating the session.
coachingTemplateId: The ID of the template used for structuring the coaching session.
meetingFormat: The format or type of the coaching session, such as in-person, virtual, or phone call.
meetingDate: The scheduled date and time for the coaching session.
agentConfirmed: Indicates whether the agent has acknowledged the coaching session (or "marked complete").
agentConfirmedDate: The date and time when the agent confirmed the coaching session.
coachConfirmed: Indicates whether the coach has acknowledged the coaching session (or "marked complete").
coachConfirmedDate: The date and time when the coach confirmed the coaching session.
agentNotes: Notes or comments from the agent about the session. This could cover their reflections, feedback, or any queries.
coachNotes: Notes or comments from the coach detailing their observations, feedback, and any future action points.
coachPrivateNotes: Private notes from the coach that are not shared with the agent. This might include specific areas of focus for future sessions or observations to discuss with superiors.
sessionContents: The main content or details of the coaching session. This captures the essence of the discussion, topics covered, and mutual feedback.
creatorId: The user ID of the individual who created or initiated the coaching session. This could be the coach themselves, a supervisor, or another relevant person.
Coaching Point Resource
Coaching points are granular observations or feedback provided to an agent during or after a coaching session. They can pertain to areas of strengths, opportunities for improvement, or neutral aspects that don't fall into either category. Here's the schema for each coaching point:
id: The unique identifier (ID) of the coaching point.
agentId: The external ID of the agent associated with the coaching point. This ID corresponds to the agent in your helpdesk or system.
createdAt: The date and time when the coaching point was created.
updatedAt: The date and time when the coaching point was last updated.
criteriaId: The ID of the criteria associated with the coaching point (if applicable).
rubricId: The ID of the rubric tied to the coaching point (if applicable).
answerId: The ID of the answer related to the coaching point (if applicable). This can refer to answers from assessment tools or quizzes.
type: The nature of the coaching point. It can be one of the following:
strengths: Positive feedback or commendation areas.
opportunities: Areas of improvement or where the agent can enhance their performance.
n/a: Neutral aspects that don't fall into the categories of strengths or opportunities.
classification: The classification or category of the coaching point, detailing the broader scope it belongs to.
coachNotes: Any additional notes or comments provided by the coach regarding the coaching point.
textContent: Contains the main content or description of the coaching point. This is typically a detailed observation or feedback.
coachingSessionIds: An array of IDs indicating which coaching sessions this coaching point is associated with.
creatorId: The ID of the user who created the coaching point. This could be a coach, supervisor, or any other user in your system.
To-Dos represent action items or tasks associated with a coaching session. They serve as reminders or steps to be taken by either the agent or the coach, ensuring that feedback is operationalized and that both parties remain on the same page regarding any follow-up required. Here's the schema for each To-Do:
id: The unique identifier (ID) of the to-do item.
agentId: The ID of the agent for whom the to-do item is intended. This ID relates to the agent in your helpdesk or other integrations.
creatorId: The user ID of the individual who created the to-do. This could be the coach, a supervisor, or another relevant party.
createdAt: The date and time when the to-do was first created.
updatedAt: The date and time when the to-do was last updated or modified.
dueDate: The date by which the to-do should be completed or acted upon.
completedAt: If applicable, the date and time when the to-do was marked as completed.
type: Specifies the category or nature of the to-do. This could indicate the context or system with which the action item is associated.
status: Represents the current status of the to-do. This can either be "incomplete" (still pending) or "complete" (actioned upon).
link: An optional URL or link associated with the to-do, which might direct users to further resources or information related to the task.
title: A brief headline or name for the to-do. This gives a quick summary of the task at hand.
description: A more detailed explanation or elaboration on the to-do, providing context or specific instructions.
coachingSessionIds: List of IDs corresponding to the coaching sessions with which the to-do is associated. This helps in mapping action items to specific feedback or discussion points.
answerId: If related to a particular rubric response, this field captures the ID of that response. It can be used to tie the action item to specific assessments or evaluations.
By leveraging this schema, agents and coaches can keep track of specific tasks or follow-ups arising from their sessions, ensuring actionable feedback and a loop of continuous improvement.