Objective

Finish a coaching case after its follow-up, or return a closed or cancelled case to active work.

Before you begin

You need edit access to the agent's case in QA Analysis · Coaching. A case normally moves from Draft to Shared, then Follow-up, then Closed.

Resolution

  1. Review follow-up. Open the case and inspect the discussion outcomes, linked evidence, comments, and actions. Resolve every open action by marking it done or cancelling it with a reason.
  2. Write the assessment. Enter Follow-up assessment to record what changed, what remains difficult, and any further support needed. Select Save changes.
  3. Close the case. When the case is in Follow-up, select Close case. The action is unavailable while actions remain open, and a follow-up assessment is required.
  4. Reopen if needed. A Closed or Cancelled case offers Reopen. Enter a reason and confirm. Then update the plan, dates, or actions as needed. A reopened case remains part of its existing history.
  5. Check the case list. Use Coaching to filter by status and find reopened or completed cases.

If the case should stop before completion, use Cancel case and give a reason. See How To Record A Discussion And Track Actions for follow-up steps.