1. Identification of coaching needs
Before a coaching is started, the E-Coach helps to find the right focus areas and identify employees with development needs.
🎯 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 by the coach as "earmarked for coaching".
→ Using quick start: Clicking "Start" in this list automatically transfers the employee context and the relevant (earmarked) monitorings into the new workflow.
💡 Tip: Prioritize employees with multiple earmarked monitorings – this is usually where the greatest need for action exists.
2. The "New Coaching" flow
You can start a coaching manually at any time using the "Create" button. The process is divided into two steps:
Step 1: Configuration
• Select employee: Select the desired agent from the dropdown list.
• Project & Team: Choose the organizational assignment for this coaching (important for reporting and responsibilities).
• Determine the type of coaching:
→ Monitoring-based: Link concrete call results. This is the standard for quality-driven sessions with a direct reference to recorded customer contacts.
→ Occasion-based: For feedback discussions without direct reference to a monitoring (e.g., after the probationary period, in case of general complaints or team feedback). You must provide a written justification here.
Step 2a: 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 clearly listed.
• Activate earmarked filter: Use the "Only marked for coaching" filter to specifically display the critical contacts that were marked during the monitorings.
⚠️ Important: Only select monitorings that belong together thematically. This keeps the coaching focused and effective.
Step 2b: Monitoring selection (only for reason-based)
If you have selected "reason-based coaching", no monitorings can be linked. To make the occasion comprehensible, enter the specific reason instead:
3. Execution & Documentation
After confirming the selection, you will land in the input area for the coaching documentation. This is where the actual documentation of the coaching session takes place.
📊 Reference data
If monitorings are linked, they are listed accordingly. By clicking on the detail icon, you can display the monitoring details at any time without having to leave the coaching flow.
Under "Results by sections", the cumulative results by sections (within the evaluation forms used) are displayed. This provides you with an easy-to-understand overview.
If comments were left in the linked monitorings, they are displayed under "Remarks from monitorings".
✍️ Documentation
In this section, you document the content and results of the coaching conversation:
Select from the predefined focus topics (e.g., "Objection handling", "Conversation management", "Product knowledge"). This categorization flows into the global statistics and enables cross-team evaluations. The coaching focus areas that have been created for the respective project in the system will be displayed.
→ Click on "Add goal"
→ Define the content of the goal (use the SMART formula: Specific, Measurable, Achievable, Realistic, Time-bound)
→ Set a deadline (date by which the goal should be achieved)
→ You can define up to 3 active goals per session
Document all exercises and training measures carried out in the free text field (e.g., "Conducted roleplay for objection handling", "Jointly developed guideline", "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 needs to get faster").
With the "Add private notes" function, you can leave coaching notes that are not shown to the employee.
4. Saving & Completion
Depending on the status of your coaching, you have two options:
📝 Save draft
Click on "Save coaching preparation" if you want to conduct the conversation at a later time.
→ Status: The coaching receives the status In preparation and can be edited and completed at any time.
✅ Complete coaching
Once the conversation has actually taken place, click on "Complete coaching".
→ Prerequisite: At least one goal or measure must be documented.
→ Status change: The coaching changes to the Completed status.
→ Timestamp: The current date is automatically set as the completion date.
⚠️ Important: After completion, you can no longer edit the documentation. Therefore, check all details carefully before finalizing the coaching.
5. Tracking (Follow-up)
A successful coaching does not end with the conversation, but with monitoring 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 can see an overview of all open goals – team-wide or filtered by employee. Color codes show you at a glance which goals are due soon or already overdue.
✓ Update status
In the coaching detail view, you can update the status of each goal:
→ "Achieved": The goal was successfully implemented (green marker)
→ "Not achieved": The goal could not be realized (red marker, enables follow-up coaching)
📋 Use individual history
Use the individual history of an agent 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 conversations right during the goal-setting phase. Following up after 2–4 weeks significantly increases the success rate.
Our support team is happy to help – contact us anytime via the Help Center.