Create and Edit Coaching Forms

Coaching is an integral part of the learning and development process for both operations and agents. Within the FiveLumens platform, coaching sessions can be used in two primary ways: as standalone sessions or as part of a quality evaluation.

Standalone sessions are ideal for activities such as setting daily, weekly, or monthly goals, following up on previous discussions, or reinforcing specific behaviors that have been taught. Coaching sessions linked to quality evaluations allow you to address performance insights directly after an interaction review.

Before creating your first session, consider how you want to design your coaching form. You can build an unlimited number of forms tailored to different scenarios. To avoid re-creating forms repeatedly, define your desired outcomes in advance. This ensures consistency and efficiency across your coaching process.

Create Coaching Form

To create a coaching form, click on the Coaching menu dropdown, click on Forms, and then click on blue box titled Add Coaching Form.

There are two main parts to a coaching form: Coaching Form Settings and the Coaching Form Builder.

In Coaching Form Settings, you will give the form a name and description that operations teams can view. Coaching forms are assigned at the group level, which means you need to select which groups can access the form. You can choose All Groups to make the form available to all current and future groups, or you can assign it to specific groups. Assigning a form to a group allows all users within that group to use it.

There are also two additional settings:

• V2M (Visible to Manager) means the session will only be visible to the manager. It will not appear in the agent portal. If this setting is left unchecked, the session will be visible to the agent as well.
• Send Email Notification allows the agent to receive an email when the coaching session is completed. Even if this option is turned off, the agent will still be able to view the session in the agent portal.

The Coaching Form Builder allows you to add different types of coaching steps to your form. These items define how information is captured during a coaching session.

Available coaching step types include:

• Yes/No Questions
• Notes Entry
• Primary Coaching
• Secondary Coaching
• Commitment
• Follow Up Date
• Attachments
• Single Select
• Multi Select
• KPI

You can read more about each coaching step type in the related article Adding and Understanding Coaching Steps.

To add a coaching step, click the Add to Form dropdown and select the step you want to include. A settings window will appear for that step. After entering the required settings, click Add, and the step will appear in your coaching form.

You can also edit or delete an existing coaching steps. Click the Action icon at the end of the row for that step and choose Edit or Delete.

• When you select Edit, the settings window will reopen so you can make changes.
• When you select Delete, the step will be permanently removed. A confirmation message will appear to ensure you want to delete the step.

You can also create a coaching form by cloning an existing one. To do this, click the Action icon at the end of the row for the coaching form you want to clone. Enter a name and description for the new form, and select the groups you want to assign it to.

When you clone a form, all coaching steps and settings are copied from the original. The only fields that will be blank are the name and description. After entering those details, you can make additional edits or save the form as it is.

Edit and Delete

To edit or delete a coaching form, click the Action icon at the end of the row for the form you want to manage.

• Select Edit to open the coaching form and make changes.
• Select Delete to remove the form. A confirmation message will appear asking you to verify your decision.

Note:
Deleting a coaching form permanently removes the form itself. Any coaching sessions that were completed using this form will remain available and will not be deleted.

Publish and Status

To ensure you do not lose your progress while building a coaching form, click the Save Only button. This saves all changes made up to that point.

Once your coaching form is complete, it must be published before managers can use it for coaching sessions. Click Save & Publish to publish the form. A confirmation window will appear asking you to confirm. When published, the form status will change to Active, and it will be available for use in coaching sessions.

Note:
Once a coaching form is published, the structure of the form cannot be changed. You can only update the name, description, and assigned groups.

You can change a coaching form’s status between Active and Inactive at any time. Deactivating a form does not delete it, but it cannot be used for new coaching sessions while inactive.

To use the form again, switch its status back to Active, and it will become available for new coaching sessions.