Adding a Session Title

The session title should indicate the type of conversation that is happening. Examples could be weekly check-ins or monthly goal-setting conversations. Designating this as part of the title will help your team members easily identify content in the session log.

Adding Notes

The notes field allows the coach and coachee to add their own topics of conversation prior to the 1:1, and additional notes and summaries during or after the discussion. This could include high-level metrics and goals, opportunities to improve, or career-level discussions. These notes will be shared with the other participant and can be referenced later.

Personal notes are visible only to you. Use this to keep track of sensitive topics you want to discuss or personal action items.

Using Coaching Templates

Coaches can apply pre-configured templates to the notes 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.

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

Configuring templates

Use the steps below to configure new templates.

1. On the Settings page, click the 1:1s tile.

2. On the 1:1s 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 notes field of a 1:1 session when the template is used.

4. Click Save Template when you are finished.

You can view a list of saved templates on the 1:1s page. From there, you can edit, duplicate, or archive any template.

Applying templates

Use the steps below to configure new templates.

1. On the 1:1s page, create or open a 1:1 session.

2. Click Use Template above the notes field.

3. Select a saved template in the panel that appears, then click Use Template.

Using the sidebar

Utilize the Coaching Context Sidebar on the right side of the screen in a Coaching Session to pull specific data points into your Agenda. These data points will assist in your conversations, providing specific, targeted examples of the Coaching topics you'll be discussing.

Saving Feedback & QA Reviews

Easily save pieces of customer feedback and QA reviews for discussion in your 1:1s throughout your current workflows. Under each piece of feedback you'll see an option to save for discussion in your next 1:1. The same will be present for each QA review.

Adding Saved Items

You can Save customer feedback, completed QA Reviews, and Metric Snapshots to the Coaching Context Sidebar using the Save or Add to 1:1 buttons found on the Stream, QA Reviews, and the Performance Dashboard. Make sure to review items that your team member has saved and add them to your 1:1 agenda for discussion.

Once your feedback and QA review items are saved, they will appear in the context sidebar for you to easily add to your sessions. We recommend adding more positive recognition than you do negative ones for improvement and coaching.

Adding Metrics

Including metrics is a great way to keep team members on track of their performance. How over any metrics to add it to a 1:1 for discussion. We recommend either adding all of your metrics to discuss a full scorecard or picking one metric to focus on each session.

Adding Attachments

You have the ability to upload attachments related to your 1:1 discussions. This c an be anything. from agent scorecards to learning content. You can refer back to attachments later directly in the platform.

Using Dedicated Notes Blocks

We recommend using the shared notes block for miscellaneous talking points and then use the dedicated notes blocks for any notes pertaining to specific metrics, pieces of feedback, QA review or attachments.

Giving Kudos

Kudos are your opportunity to shout out wins and accomplishments for that period of time. They are also opportunities to say thank you to your team members for their hard work. Use this feature to celebrate your teams' successes, knowledge or expertise, effort, or demonstrating your company's values.

Team members will have the opportunity to celebrate their successes from their stream and trends page. Use emojis in your notes & actions to make 1:1s more fun!

Assigning Action Items

Use Actions to move your team members closer to their goals. A good action is direct, succinct and can be easily completed. These might include learning content to review or specific things the team member should do during their next interactions.

Team members will be able to check actions off as they complete them, providing them with a sense of accomplishment and accountability.

Sharing a Session

To create the most engaging and effective coaching we believe that the session should be shared twice: once prior and once after new notes have been taken.

• Prior to the 1:1, Team Leaders should build the agenda and share the session with the Team Members so they can prepare and know what will be discussed.

• During the 1:1, Team Leaders should take notes, add action items and contunue to build out the 1:1

• After the 1:1, Team Leaders should resend the session recap email so that the team member is notified and has all of the session notes for their records.