Coaching Agents in MaestroQA

Using Coaching Forms and tracking Coaching Sessions

13 articles in this collection
Written by Denmore Mcdermott, Matt, and Michelle Lamberta

Intro to the New Coaching Workflow

The New Coaching Experience in MaestroQA - Drive Agent Performance

Add Structure, Visibility, Consistency, and Detail to your Coaching Program

Written by Denmore Mcdermott
Updated over a week ago

How to Enable the New Coaching Experience

Follow these steps to turn on MaestroQA's new Coaching experience

Written by Denmore Mcdermott
Updated over a week ago

New Coaching Tab Navigation - The Team Coaching Dashboard

The next step to simplifying your coaching workflow

Written by Denmore Mcdermott
Updated over a week ago

Coaching Tab - Overview Section

Coaching Page: Overview Section

See QA Feedback Displayed as a Dashboard at the Agent Level

Written by Denmore Mcdermott
Updated over a week ago

Coaching Tab - The New Coaching Session Experience

Creating a New Coaching Session

Enrich your Coaching Sessions with more detail and direction. Take advantage of Rich Text Capabilities, Coaching Points, To Do's, and more!

Written by Denmore Mcdermott
Updated over a week ago

Coaching Templates

Create Coaching Sessions for different types of coaching conversations and control who has access to them.

Written by Denmore Mcdermott
Updated over a week ago

How to Create and Edit Macros

Standardize your coaching process to drive alignment across the team.

Written by Michelle Lamberta
Updated over a week ago

Coaching Tab - The To Do Section

The To-do Section (Action Items)

Create actionable steps for Agents to complete and track their progress.

Written by Denmore Mcdermott
Updated yesterday

Coaching Tab - The Feedback Table

Driving Agent Performance: The Feedback Table

Identify QA, CSAT, and/or CES coaching topics to discuss with agents - all in one place.

Written by Denmore Mcdermott
Updated over a week ago

Ticket-Level Agent Engagement Tracking

Use the Coaching tab to monitor which feedback agents are opening at the ticket level.

Written by Denmore Mcdermott
Updated over a week ago

Coaching Tab - The Agent Experience

Coaching - The Agent Experience in MaestroQA

Understand the Agent's point-of-view in Maestro to drive your team's overall engagement with their feedback.

Written by Denmore Mcdermott
Updated over a week ago

Coaching Reporting

Coaching Reporting

Monitor the creation and completion Coaching Sessions at scale

Written by Denmore Mcdermott
Updated over a week ago

Creating Coaching Sessions in MaestroQA

Coaching Sessions in MaestroQA - Old Version

Using Coaching Forms to conduct Coaching Sessions

Written by Matt
Updated over a week ago