Managing coaching sessions in Quality Management
The Zoom Quality Management coaching feature allows supervisors and coaches to create, schedule, and track coaching sessions with agents to improve performance and provide targeted feedback. You can conduct coaching sessions in real-time via Zoom meetings, schedule offline in-person sessions, or create asynchronous digital reviews where agents can complete coaching materials on their own time. The Coaching Dashboard provides a centralized location to view upcoming sessions, notifications, session history, and weekly interaction scores. Coaching sessions can be created from the dashboard or from a completed evaluation and can integrate with Workforce Management to find optimal time slots.
Requirements for managing coaching sessions
- Account owner or admin privileges; or relevant role/privilege
- Licensed user with Zoom Contact Center license
- Licensed user with Zoom Quality Management license
- Additional requirements to use Workforce Management integration in scheduling coaching sessions include:
- Licensed user with Zoom Workforce Management license
- Workforce Management integration must be enabled
How to access and manage the coaching dashboard
To access the coaching dashboard, follow these steps:
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Quality Management, then Coaching Dashboard.
The coaching dashboard will display four sections that help manage coaching activities.
Upcoming coaching session
This section displays a list of coaching sessions and shortcuts to join live sessions.
Notifications
This section displays notifications to schedule coaching sessions from available time slots and to complete coaching sessions.
- Schedule coaching session: Supervisors receive notifications to select time slots to schedule coaching sessions. They can also request rescheduling to a different date range and duration instead.
- (Optional) With the Workforce Management integration enabled: Workforce Management provides an optimal time slot that fits the agent's schedule and the coaching session date range.
- Complete coaching session: Coaches and agents receive notifications when a coaching session has been assigned to them for completion.
Note: To view an expanded list of notifications, click the arrow to the right.
Coaching session
This section displays a table of previously created coaching sessions that includes the following information:
- Coaching session name: Shows the assigned coaching session name
- Agent name: Shows the assigned agent's name
- Coach name: Shows the assigned coach's name
- Status: Shows the status of the coaching session
- Completed: Coaching session that have been marked as completed by the coach or acknowledged by the agent
- Active: Coaching sessions that have neither been marked as completed by the coach nor acknowledged by the agent
- Canceled: Coaching sessions that have been canceled
- Scheduling: Live or offline coaching sessions that have been requested and are in the process of scheduling
- Create date: Shows the date the session was created
- (Async approach only) Due date: Shows the due date for acknowledging the async coaching session
- Approach: Shows how the session will be conducted
- Live: Real-time online coaching session via Zoom meeting
- Offline: Scheduled, in-person coaching session
- Async: Online coaching session material that an agent reviews and acknowledges on their own time
- Acknowledgement: Shows Yes if the session has already been marked as completed by the coach or acknowledged by the agent, and No if not
- More icon
: Shows quick options for coaching sessions
Note: To view an expanded list of coaching session records, click the arrow to the right.
Weekly interactions score
This section displays a chart of the agent's average evaluation scores for the current week, separated by day.
How to create a coaching session
Coaching sessions can be created from two entry points serving different purposes:
- Coaching dashboard: This provides general access for creation, deletion, schedule notification, and completion of coaching sessions.
- Completed evaluation: This integrates creation of coaching sessions into the evaluation workflow and pre-populates coaching session details that are available in the evaluation.
Create from the coaching dashboard
- Access the coaching dashboard.
- In the top-right corner, click Create coaching session.
- Fill out the coaching sessions fields:
- Agent to be assigned: Select the agent's name.
- Coaching session name: Provide a clear session name (for example, "Monthly Performance Review - [Agent Name]")
- Associated interaction: Select the relevant interaction for the coaching session.
- Note: Provide coaching notes.
- Coach: Select the assigned coach's name.
- Approach: Select an approach for how the session will be conducted:
- Live: Real-time online coaching session via Zoom meeting
- Offline: Scheduled, in-person coaching session
- Async: Online coaching session material that an agent reviews and acknowledges on their own time
- Scheduled date range and Duration: For Live or Offline approach coaching, provide the session's date range and duration.
Note: If there are no available time slots in the date range, select a different schedule date range.
- Click Create.
A dialog will acknowledge that a coaching session has been requested.
- (Optional) With the Workforce Management integration enabled, click OK.
The Workforce Management integration will help find an available time slot that fits the chosen date range and the agent's schedule. Notifications will be sent to the assigned coach and agent where the time slot assigned by Workforce Management can be confirmed. - Without the Workforce Management integration enabled, click Save.
Notifications will be sent to the assigned coach and agent where the schedule can be manually set.
Create from a completed evaluation
- (Optional) If the interaction is not evaluated yet, evaluate it.
- Go to the detailed interaction view of the interaction with the completed evaluation.
- On the right-hand side, click the Performance tab.
- Click Evaluation, then Click to coach.
The coaching session creation window will appear with these fields pre-populated:
- Agent to be assigned
- Coaching session name
- Interaction ID
- Fill out the remaining coaching sessions fields:
- Note: Provide coaching notes.
- Coach: Select the assigned coach's name.
- Approach: Select an approach for how the session will be conducted:
- Live: Real-time online coaching session via Zoom meeting
- Offline: Scheduled, in-person coaching session
- Async: Online coaching session material that an agent reviews and acknowledges on their own time
- Scheduled date range and Duration: For Live or Offline approach coaching, provide the session's date range and duration.
Note: If there's no available time slot in the date range, select a different schedule date range.
- Click Save.
A dialog will acknowledge that a coaching session has been requested. - Click OK.
- (Optional) With the Workforce Management integration enabled:
The Workforce Management integration will help find an available time slot that fits the chosen date range and the agent's schedule. Notifications will be sent to the assigned coach and agent where the time slot assigned by Workforce Management can be confirmed. - Without the Workforce Management integration enabled:
Notifications will be sent to the assigned coach and agent where the schedule can be manually set.
How to delete coaching sessions
- Access the coaching dashboard.
- Under Coaching session, locate the assigned coaching.
- Click the more icon to the right, then click Delete.
- The coaching session's status will be set to Canceled.
How to complete coaching sessions
Join and complete live coaching sessions
A live approach is done via Zoom meeting, after which the coach must mark the session in the dashboard as completed.
To join and complete a live coaching session:
- Join the Zoom meeting from the Zoom Workplace desktop app or directly from the coaching dashboard by doing the following:
- Under Upcoming coaching session, locate the assigned coaching.
- Click Join to the right of the session.
- After the meeting has ended, access the coaching dashboard.
- Under Coaching session, locate the assigned coaching.
- Click the more icon to the right, then click Mark as completed.
A verification dialog will appear for confirmation. - In the verification dialog, click Mark as completed to confirm.
The acknowledgement for that coaching session will be marked as Yes.
Join and complete offline coaching sessions
An offline approach is done via offline activity, after which the coach must mark the session in the coaching dashboard as completed.
- Join the offline coaching session.
- After the coaching activity has ended, access the coaching dashboard.
- Under Coaching session, locate the assigned coaching.
- Click the more icon to the right, then click Mark as completed.
A verification dialog will appear for confirmation. - In the verification dialog, click Mark as completed to confirm.
The acknowledgement for that coaching session will be marked as Yes.
Review and complete async coaching sessions
An async approach is done via online coaching material left for the agent to review, after which they must acknowledge it.
- Access the coaching dashboard.
- Access the session from either Notifications or Coaching session.
- Notifications: Right at the end of the notification you received when the coaching was assigned, click View.
- Coaching session: To the right of the assigned coaching, click the more icon , then click View.
- Review the details of the coaching material.
- Click Acknowledge.
The acknowledgement for that coaching session will be marked as Yes.