Create and manage coaching sessions effectively.

The 1:1s page allows you to create new sessions for any member of your team. You can create new 1:1 sessions as needed day-to-day, or create draft sessions in advance according to your coaching schedule. This guide walks through the process of creating new sessions as an admin or team leader.

Follow the steps below to create a new session:

1. In the top navigation bar, click 1:1s.

   

2. Locate a team member in the list, then click New Session to begin a new draft.

   • If you are looking to edit a session or continue configuring a draft, click the entry in the Sessions column for a team member, then locate the existing session in the list that appears.

3. Enter a Title for the session.

4. Complete the remaining sections in the left column, as needed:

   • Agenda — Each participant can enter their own agenda notes and view the notes of the other participant.

     

     Participants can edit notes before, during, and after sessions. Use rich text, hyperlinks, emojis, and other formatting tools to keep shared notes productive and organized.

     You can populate the notes field with a pre-configured template via the Use Template button. Select a saved template in the panel that appears, then click Use Template.

     If AI features are enabled for your organization, you can click Help Me Coach to view AI-generated suggestions for agenda topics, if AI features are enabled for your organization.

     

     If metrics were added for discussion, they appear in the center column below the notes. Team Leaders can use the text boxes to provide performance-related coaching.

   • Attachments — Use this section to attach files to be used in the discussion.

     

     Click Attach a file to upload a file from your local storage. Click Add a link to save a URL to review. Click Paste from clipboard to automatically create and upload a file based on what is copied on your clipboard.

     Agent Connect supports a wide range of file types, including images, audio files (MP3, OGG, WAV), video files, documents, email files, spreadsheets, and more. Attachments can be no larger than 25 MB.

   • Goals — Review goals assigned to the team or the coachee in this section. When a goal has been achieved, you can click Complete on that goal to remove it.

     

     Click View Past Goals to open a slide-out panel containing details of previous goals. Click Create New Goal to add a new goal directly from this page. To learn more about managing goals, see Agent goals.

   • Action Items — Add specific goals for coachees to achieve.

     

     A good action item is direct, succinct, and attainable. For example, you might add an action item to review training material or use a certain phrase in customer interactions. Coachees will be able to mark action items as complete over time, providing a sense of accomplishment and accountability.

   • Kudos — Acknowledge specific strengths or accomplishments here. Click Give Kudos to add a new entry, or Celebrate to pop confetti on screen!

     

   • Sharing — Click Share Agenda to send an email to the coachee with details about the session. You can do this before the session to help the coachee prepare and afterwards for review.

     

     When a new session is in Draft status, you will have the option to share it with the coachee, moving the session to Shared status. You will then have the option to send a recap to the coachee after the session, which moves the session into a Recap status.

   • Private Session — When switched On, only the session participants and Agent Connect admins can see the session. When switched Off, all coaches in the organization can view the session, as well.

     
     Note: Coaches can use this to override the organization-wide default privacy setting for sessions that should not be available for other coaches to view.

   • Personal Notes — You can write additional notes here that will only be visible to you. Each participant can store their own private notes.

     

   • (Optional) Seismic Learning / Lessonly — If you have configured an integration with Seismic Learning, 1:1 sessions include a Seismic Learning section. Click Assign a Lesson in that section to search for and add Lessonly content to the session. After adding content, click a Lessonly tile to open that content directly in the session.

     

     For more information about integrating with Seismic Learning, see Seismic Learning.

5. Review metrics and other information in the right column:

   • Previous Session Summary — Review the AI-generated summary of the previous coaching session to identify potential followup topics. This should not prevent you from reviewing previous sessions and notes on their own, but rather serves as quick and helpful guide when preparing a new session.

     

     To help us refine this feature, you can click the thumbs up or down icons to let us know when a summary was particularly accurate or not.

   • Metrics — Hover over any metric and click Add to Agenda to add that metric as an item for discussion in a session. We recommend either adding all metrics to discuss a full scorecard in every session or selecting one metric for each session.

     

   • Saved QA Reviews and Feedback — Look at any saved QA reviews or customer feedback to add context to the discussion related to the coachee's ongoing development. You can click the More... buttons in these modules to open a slide-out panel with links to all related items for the coachee.

     Use the dropdown menu in the titles of these modules to switch between all saved items or only items saved since the last session.