The Coaching section is available to agents/Admins and is an effective tool for individual performance reviews. Coaching reports are simple to create and can be quickly revisited in order to review particular metrics.

To create a new coaching report, go to the side menu and hover over “Coaching” and select “New Coaching Report”. There you can name the report, select the users, default time frame, and categories. Once saved, you can revisit the report by hovering over “Coaching Report” and selecting the name of the report on the pop-up window. While the reports have a default time frame, you can change the range of the report to any time frame by selecting the calendar icon.