The session page

The session page shows the 1:1 sessions between a specific team leader and team member. To open the sessions page, click 1:1s in the Agent Connect top navigation bar. If you are a team leader, you must then select a team member from the list that appears. The page appears similar for team members and team leaders.

Near the top, you can see team member and team leader involved in the session. Clicking the date beneath the participants will open a slide-out panel listing previous 1:1 sessions for the coachee. You can jump to previous sessions or create new draft sessions directly from this panel.

Beneath the participant names are several sections containing 1:1 session details. For information on each of these sections, see Create 1:1 sessions.

The right column shows the performance metrics your company tracks for 1:1s, saved reviews and feedback, and an AI-powered session summary (if enabled for your organization).

Configure organizational 1:1 settings

Team leaders and administrators can control many aspects of 1:1 meetings on the Coaching page, including:

• Default visibility

• Coaching categories used

• Metrics associated with action items

• Coaching templates to standardize the 1:1 process

Follow the steps below to configure 1:1 settings for your company.

1. On the Settings page, click the "1:1s" tile to open the Coaching page.

   

   If you do not see the "1:1s" tile, contact a Medallia representative to add this functionality to your organization.

2. In the Privacy section, set the default visibility of 1:1 sessions:

   
   • Open — Coaches will be able to access all sessions for all coachees.
   • Restricted — Coaches will be able to access sessions they have conducted themselves and all sessions for their own team members.

   Sometimes, a coach may decide that a specific session should remain private between the coach and coachee. Admins in Agent Connect can set your organization's default 1:1s visibility on the Coaching page, but coaches can choose whether a particular session should use that default visibility or not.

   Note: To learn how to set individual sessions to private, see Create 1:1 sessions.

3. In the Coaching Intelligence section, toggle the switch On to enable AI-powered features in 1:1 coaching sessions.

   

   AI features include suggested topics for discussion based on AI analysis and session summaries to help coaches prepare for upcoming sessions.

   Important: After enabling AI features, the admin will see a popup window containing the Acceptable Use Policy, which must be accepted before AI features will be available for the organization.

4. (Optional) In the Categories section, change the categories to better suit your company, if needed.

   

   Coaching categories organize action items and provide context to team members during 1:1 conversations. Categories also give users a way to see what has been discussed and how often each category has been revisited. Agent Connect provides default categories of Other, Productivity, Quality, and Agent Connect.

   • To add a new category, click Add New Category, enter a category name, then click Add.

   • To remove a category, click Archive in the row for that category.

5. (Optional) In the Coaching Templates section, review, edit, or create templates that coaches can selected to pre-populate the Agenda field in 1:1 sessions.

   

   For instructions on configuring templates, see the "Configure coaching templates" section later in this guide.

6. Return to the Settings page, then click Metric Configuration.

7. On the Metric Configuration page, in the Metric Sets section, review the currently configured metric sets.

8. Verify whether the default performance metrics are suitable for 1:1s at your company, and make changes if needed.

   

   If you need to create a new set of metrics to be used in 1:1s, click Create a Metric Set and configure the required fields:

   • Metric Set Name — Enter a descriptive name for the set.

   • Assigned — Select an assignable user (team leader or admin).

   • Metrics — Use the Select Metric menu to add metrics to the set.

     You can remove metrics via the delete icon or rearrange them via the handle to the left of a metric name.

   • Click Create Set when finished, and repeat the process for as many sets as you need.

(Optional) Configure coaching templates

Coaches can apply pre-configured templates to the Agenda field rather than creating new notes for each session. This helps to standardize 1:1 sessions by using the same outline and topics for all coachees or using standard outlines for specific scenarios.

Using coaching templates involves two steps: configuring templates and applying them to 1:1 sessions.

Use the steps below to configure new templates.

1. On the Settings page, click the 1:1s tile to open the Coaching page.

2. On the Coaching page, scroll down to the Coaching Templates section, then click Create New Template.

   

3. On the New Coaching Template page, enter a name for the template, then create the template text in the Session Agenda field.

   

   This text will be added to the Agenda field of a 1:1 session when the template is used.

   Note: You may want to create sections in your coaching templates to handle typical repeating conversations (for example, Updates & Announcements, Additional Learning, or Best Practices).

4. Click Save Template when you are finished.

You can view a list of saved templates on the Coaching page. From here you can edit, duplicate, or archive any template.