# How To Record A Discussion And Track Actions

## 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](https://wfm.zenops.cx/service/quality/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](https://wfm.zenops.cx/service/quality/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](/help/articles/qa-how-to-close-or-reopen-a-coaching-case/) when follow-up is complete.

> Canonical page: https://zenops.cx/help/articles/qa-how-to-record-a-discussion-and-track-actions/
> Audience: For managers and coaches
> Summary: Record a coaching discussion and manage visible follow-up actions.