Objective

Create a coaching case for one agent, connect useful published QA evidence, and share the plan with the agent.

Before you begin

You need coaching access for the agent. A full Quality manager can work across the company; a team lead with Quality: Team Only works with agents in assigned teams. A case can be created without linked published results, although specific evidence makes the coaching goal easier to understand.

Resolution

  1. Open Coaching. Go to QA Analysis · Coaching and select New case. You can also choose Add to coaching from a current published result to prefill the agent and evidence.
  2. Choose the people. Select the agent and an eligible coach. The coach list includes only people who can open that agent's coaching. Add a title, optional session time, and review period.
  3. Link evidence if available. Select relevant published evaluations for the agent. The case keeps links to those specific result versions, so a later correction is visible as a newer version rather than silently replacing the evidence you discussed.
  4. Create the draft. Select Create draft. The draft is visible to managers, not the agent. In the case, write strengths and improvement areas, set a follow-up date, and add clear actions. Select Save changes.
    A stylized coaching draft shows strengths, improvement areas, shared results, and the separate private note. Names and example details are illustrative.
  5. Share with the agent. Review the saved content, then select Share with agent. The case appears in the agent's My Quality. Later saved changes to a shared case are visible to the agent and recorded in the case history.

The case can move into follow-up after you record the discussion. See How To Record A Discussion And Track Actions.