Objective

Capture a coaching conversation and keep its follow-up work visible to the coach and agent.

Before you begin

Open a shared case in QA Analysis · Coaching. You need edit access to this agent's case. A draft must be shared before the agent can see or respond to it.

Resolution

  1. Prepare the discussion. Open the case, check the linked published results, and review its strengths and improvement areas. Set the session date and a follow-up date, then select Save changes.
  2. Record outcomes. Enter Discussion outcomes in the case and save. Select Record discussion to move the shared case into Follow-up. The status action uses the saved discussion and follow-up details.
  3. Add actions. Under Actions, write each next step as a concrete task and give it a due date when useful. Select Add action. The case list shows open and overdue action counts.
  4. Track completion. Mark an action done when completed. If an action should no longer be pursued, cancel it with a reason. The coach and agent can use the shared discussion thread to add context; the case history records changes.
  5. Check acknowledgment and progress. The case header shows whether the agent acknowledged the current content version. When saved shared content changes, an earlier acknowledgment may no longer cover the latest version. Filter Coaching by agent, coach, status, dates, or overdue actions to find follow-up work.

A coach's Private note is visible only to its author. It is not shared with the agent, included in history, used for AI drafting, or passed to a new coach. See How To Close Or Reopen A Coaching Case when follow-up is complete.