Adding and Understanding Coaching Steps

Coaching steps are the individual components that make up a coaching form. Each step helps guide the coaching conversation and record specific information or outcomes.

Before adding coaching steps, make sure you have already created a coaching form. If you have not yet created one, see Create and Edit Coaching Forms for step-by-step instructions.

There are ten types of coaching steps you can add to a form.

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

To create a coaching step, open your coaching form, click the Add to Form dropdown, and select the step type you want to add. A settings window will appear for that specific coaching step. Complete the required fields before adding it to your form.

Before reviewing each step type individually, there are two standard settings that appear in most coaching step modals.

The first is the Notes Section. You can include a notes section by selecting Yes from the Notes Section dropdown. You will then enter the instructions that the manager will see when completing that section during a coaching session.

The second is the Required checkbox. If this box is selected, managers must enter information for that step before saving the coaching session. If it is left unchecked, the step will be optional.

Yes/No Question

The purpose of this coaching step is to create a simple question that requires a Yes or No response. This step is often used to confirm whether a specific action or behavior occurred during an interaction, such as verifying if an agent followed a procedure or met a defined standard.

Notes Entry

This coaching step is used to add a notes entry field only. It differs from the notes section within a coaching step, as it is a standalone field intended solely for entering notes or comments. Managers can use this step to record observations, feedback, or additional context during a coaching session.

Primary & Secondary Coaching Topics

A common mistake in coaching is giving agents too many behaviors or skills to focus on at once. The purpose of coaching is to create meaningful change, and the best way to do that is by concentrating on one or two topics that the agent can develop and master.

You can add both a Primary Coaching Topic and a Secondary Coaching Topic to your coaching form. A secondary topic can only be added after a primary topic has been created.

When setting up your topics, you must enter a list of coaching topics for the primary level. You can then expand your structure by adding additional levels:

• To create a third level, click Add Third Level next to any second-level topic. This allows you to define deeper subtopics for more specific coaching areas.
• To create a second level, click the Add Second Level toggle. You must enter topics for each first-level coaching topic.

You can also clone your primary coaching topics to the secondary section. To do this, click the Action icon next to the primary coaching topic and select Clone for Secondary. This will duplicate the primary topics into the secondary coaching list for quick setup.

Commitment

The Commitment step records the specific action or goal the agent agrees to complete as part of the coaching session. Enter clear instructions for this step to guide the manager when defining the agent’s commitment.

Any commitment entered during the coaching session will appear in the agent’s calendar as a task to be fulfilled. The agent will see the full coaching session in their portal and receive a separate reminder for the specific commitment they made.

Follow Up

The Follow Up Date step sets a specific date for reviewing the agent’s progress after a coaching session. When the selected date arrives, the manager assigned to the agent will receive a reminder to follow up.

This feature helps ensure accountability by prompting managers to revisit coaching sessions and track progress over time.

Attachment

The Attachment step allows you to upload supporting documents to a coaching session. This is useful when additional context, reference material, or evidence needs to be included as part of the discussion. Attachments are uploaded during the coaching session

Single Select

The Single Select step functions similarly to the Primary and Secondary Coaching Topics. It is built in the same way, allowing up to three levels of options, but it is designed for selecting only one item from the list.

Enter clear instructions for this coaching step, then build out the levels with the available options.

Multi Select

The Multi Select step looks similar to the Single Select step but includes only one level of options. It allows users to select multiple answers from the list rather than just one.

Because agents or managers can choose more than one option, it is important to provide clear instructions on how many items should be selected for this step.

KPI

KPI stands for Key Performance Indicators. This step allows managers to track specific metrics as part of the coaching session.

You do not enter the KPI values within the form itself. Instead, you provide clear instructions here for the manager to follow when entering KPIs during the actual coaching session.

Coaching forms are fully flexible, allowing you to include as many or as few coaching steps as needed. Each form can be designed to fit the goals of your team and the type of coaching you want to deliver. Whether you use a few focused steps or a more detailed structure, the key is to design the form so it drives meaningful, consistent conversations between managers and agents.

Once your coaching form is complete, the next step is using it to coach agents. To learn how to start a coaching session and guide agents through the process, see Completing Coaching Sessions.