Once reviews have been completed and trends have been spotted using our Dashboard, the next step is to host coaching sessions with your agents.

The Coaching Sessions feature in Klaus allows you to see which agents need the most help and plan a coaching session for them.

Once you have chosen which agent to hold a coaching session with, you can click on New session which will take you to the coaching session page.

Within this page, you will see two panels. On the right hand panel, you will be able to analyze the agent's performance in the selected time period including their:

  • IQS score

  • CSAT score

  • Score per category

  • Quiz results

  • Comment feedback from reviewers

  • Pins created under the agent's profile

The left-hand panel is where you will make note of what was discussed during the coaching session. Here you can add:

  • Talking points and notes

  • Pins to discuss from the right-hand panel

  • Action items

  • Private Notes that only you can see

Sessions are always private between two participants with both users seeing the same view except the coachee won't see the coach's private notes.

Once the session is complete, you will be able to see a record of it and all other sessions in the main Coaching Sessions page.

This feature is currently in BETA. If you would like to test it out, please contact our Support team. This feature is available on our Professional and Advanced plans.

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