Admins and Coaches have the ability to conduct coaching sessions within the Calls tab. Calls can be added within the call card coaching menu or through the sharing widget. Admins and Coaches will also have the opportunity to create coaching plans or ad hoc plans via the coaching menu on the front of the call card.
Call Card Coaching Menu
Select the Coach this Call widget to access the coaching menu.
Admins and coaches have the following options:
Add to Coaching Plan
Click Add to Coaching Plan to add a specific call to an existing coaching plan. Adding calls directly to a Coaching Plan from the call card makes it even easier to pre-select calls to review.
The call will automatically be added to the review meeting page after selecting Add. Select Next Review Meeting within the rep's coaching plan to access the newly added call.
The above coaching widget only populates if there is an existing coaching plan with the rep. A different pop up provides options to the admin or coach to create a net new coaching plan or an ad hoc coaching session.
Create Coaching Plan
Select the Create Coaching Plan widget to create a new coaching plan. The Coaching Plan Wizard will appear walking the coach through 8 widgets to set up the plan.
Please see this help center article for more information on creating a coaching plan.
Select Coach Now to create an ad hoc coaching session. One-off sessions are useful in instances where a rep and a coach participate in an unscheduled side-by-side coaching. This feature enables the participants to observe rep performance in a live setting.
Choose a specific skill to review or select Coach something else for a more specific coaching session. The Coach something else option accounts for sessions that are not associated with a scorecard skill.
The coach will automatically be directed to the ad hoc coaching plan within the Call Tab. Click Start Review Meeting to begin the coaching session.
Select Leave Feedback to provide additional insight within the Call Card. The Comment, Highlight and Scorecard buttons within the Action Panel will illuminate guiding the coach to leave feedback on a specific call.
Calls can also be added to existing coaching plans through the Sharing button. Select Sharing within the Action Panel to access the Coaching Plan pop-up.
The Coaching Plan section will only be available if the coach has an existing plan with this selected rep.
Choose the related Coaching Plan and click Share. The call will automatically be added to the review meeting page within the the specified Coaching Plan.