# How To Close Or Reopen A Coaching Case

## 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](https://wfm.zenops.cx/service/quality/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](https://wfm.zenops.cx/service/quality/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](/help/articles/qa-how-to-record-a-discussion-and-track-actions/) for follow-up steps.

> Canonical page: https://zenops.cx/help/articles/qa-how-to-close-or-reopen-a-coaching-case/
> Audience: For managers and coaches
> Summary: Close a completed coaching case or reopen one with a reason.