📋 Conducting Coaching
Complete employee development workflow – from needs identification to success monitoring
Table of Contents
1. Identifying Coaching Needs
Before starting a coaching session, E-Coach helps you find the right focus areas and identify employees in need of development.
🎯 How to use the needs list
→ Accessing the needs overview: Navigate to
Coachings.
Under the Needs Overview section, you will find all employees whose monitorings have been marked as "flagged for coaching" by the coach.
→ Using Quick Start: Clicking "Start" in this list automatically carries over the employee context and relevant (flagged) monitorings into the new workflow.
💡 Tip: Prioritize employees with multiple flagged monitorings—this is usually where the greatest need for action exists.
2. The "New Coaching" Flow
You can start a coaching session manually at any time via the "Start Coaching" button (or "Create User" in the individual history). The process is divided into two steps:
Step 1: Configuration
• Select employee: Search for the desired agent from the dropdown list.
• Project & Team: Select the organizational assignment for this coaching session (important for reporting and responsibilities).
• Determine coaching type:
→ Monitoring-based: Link concrete conversation results. This is the standard for quality-driven sessions with direct reference to recorded customer contacts.
→ Occasion-based: For feedback discussions without direct reference to a monitoring (e.g., after the probationary period, general complaints, or team feedback). Here, you must provide a written justification.
Step 2: Monitoring selection (only for monitoring-based)
In this step, select the specific monitorings to be discussed in the session:
• Use table view: All available monitorings for the employee are listed clearly.
• Activate "Flagged" filter: Use the "Flagged" filter to specifically display critical contacts that were previously marked by the QM team.
• Note the indicator (Graduation cap icon 🎓): This icon indicates that a monitoring has already been used in another coaching session. This helps you avoid duplications.
⚠️ Important: Only select monitorings that are thematically related. This keeps the coaching focused and effective.
3. Execution & Documentation
After confirming your selection, you will reach the Preparation Mask. This is where the actual documentation of the coaching session takes place. The interface is divided into two areas:
📊 A. Analysis Context (Left column)
This area provides an automatically generated overview of the employee's performance:
• Results & Categories: The system automatically calculates average values for all linked monitorings. This allows you to identify strengths and weaknesses at a glance.
• Remarks: Read all free-text comments from the monitorings aggregated in one central location. This helps you identify recurring patterns or specific problem areas.
✍️ B. Documentation (Right column)
In this area, document the content and results of the coaching conversation:
1. Select focus areas
Choose from the predefined focus areas (e.g., "Handling Objections", "Communication", "Product Knowledge"). This categorization flows into global statistics and enables cross-team evaluations.
2. Define goal agreements
→ Click on "Add goal"
→ Define the content of the goal (use the SMART formula: Specific, Measurable, Achievable, Relevant, Time-bound)
→ Set a deadline (date by which the goal should be achieved)
→ You can store up to 3 active goals per session
3. Document measures
Document all exercises and training measures carried out in the free-text field (e.g., "Performed role-play on objection handling", "Developed guide together", "Agreed on shadowing").
💡 Best Practice: Always formulate goals from the employee's perspective (e.g., "I will reduce my AHT by 15 seconds" instead of "Agent should be faster").
4. Saving & Completion
Depending on the status of your coaching, you have two options:
📝 Save as draft
Click on "Save preparation" if you want to conduct the conversation at a later time.
→ Status: The coaching receives the status Planned and appears in your task list for follow-up.
✅ Complete coaching
As soon as the conversation has actually taken place, click on "Complete Coaching".
→ Requirement: At least one goal or measure must be documented.
→ Status change: The coaching changes to the status Completed.
→ Timestamp: The current date is automatically set as the completion date.
⚠️ Important: After completion, you can no longer edit the documentation. Therefore, check all information carefully before finalizing the coaching.
5. Follow-up
Successful coaching does not end with the conversation, but with checking the success of the agreed measures. The system supports you with various tracking functions:
📈 Goal tracking on the dashboard
In the central dashboard (or in the coaching area), you see an overview of all open goals—filtered team-wide or by employee. Color codes show you at a glance which goals are due soon or are already overdue.
✓ Update status
In the coaching detail view, you can update the status of each goal:
→ "Achieved": The goal has been successfully implemented (green marker)
→ "Not achieved": The goal could not be realized (red marker, enables follow-up coaching)
📋 Use individual history
Use an agent's individual history to track the learning curve and development over several months. All past coaching protocols can be viewed at any time via "Details"—including goal agreements, measures, and success rates.
💡 Tip: Plan follow-up discussions directly when setting goals. A follow-up after 2-4 weeks significantly increases the success rate.