Understanding Session Components

Discussion Points (Criterion-Based Feedback)

Each discussion point is built around a single criterion and includes:

Criterion Info:

• Criterion name (e.g., Effective Communication)

• Mode (e.g., Text, Rating)

• Group/category

Performance Metrics (for the review period):

• Number of evaluations received

• Average score on this criterion

Content:

• Summary – 2–3 sentences describing performance on this criterion.

• Linked Evaluations – Concrete examples with:

  • Ticket information

  • Evaluator

  • Score

  • Comments

Clicking evaluation links sends you to the ticket view with the evaluation highlighted.

Working with Discussion Points:

• Select criteria from a list (you can sort by number of evaluations or average score).

• Use checkboxes to add/remove criteria from the session.

• Use pagination to navigate long lists.

• Filter by scorecard if needed.

• View evaluation details inline to understand context while writing feedback.

---

Notes

There are two types of notes in a session:

1. Notes (Visible to Coachee)

   • High-level summary of performance and main themes.

   • Highlights strengths and areas for improvement.

   • Ideal place for praise, guidance, and next steps.

   • Supports rich text / HTML formatting.

2. Private Notes (Coach Only)

   • Internal observations.

   • Follow-up reminders for future sessions.

   • Sensitive information not appropriate to share.

   • Only visible to coaches and admins (not coachees).

---

Action Points (Action Items)

Action points turn feedback into specific, trackable tasks.

Structure:

• Text – Clear description (e.g., “Review the KB article on refund policies and practice 3 sample replies”).

• Completed – Checkbox to mark when done.

• Due Date – Optional deadline.

Best Practices:

• Make each action specific and measurable.

• Aim for 3–5 high-impact actions per session.

• Link to resources (KB articles, templates, training materials).

• Review action items at the start of the next coaching session.

Tracking:

• Completion rate appears in Coaching statistics (e.g., 3/5 (60%)).

• Helps identify who needs additional support or follow-up.

---

Performance Drawer

The Performance drawer helps you see trends while creating/editing a session.

Requirements:

• Coachee must be selected.

• Review period start and end dates must be set.

What it shows:

• Performance over time within the selected review period.

• Criterion-level trends.

• (If available) comparison to team averages.

How to access:

• In the session detail view, click Performance.

• The drawer opens on the side so you can reference metrics while you’re writing notes and discussion points.