Coaching plans

A flag is only useful if something happens next. A coaching plan records what you agreed with the agent and shows whether it worked.

Opening a plan

In the supervisor console, every flag in Needs attention has a Coach button. It opens a form with:

• Why this plan: prefilled with the flag.
• Agreed action: what the agent will do. The agent sees this.
• Follow up on: a date, a week out by default.
• Private note: what you heard and discussed. Only supervisors see this.

When the plan opens, Arena records the agent's averages over the previous 14 days as the baseline: evaluation, sentiment, survey, contacts, handle time and auto-fails.

While a plan is open

The Coaching card in the console lists each open plan with:

• The numbers at the baseline against the numbers since the plan opened, side by side.
• Whether the agent has seen it.
• The follow-up date, and a warning once it has passed.

Update changes the action, date or note. A flagged agent who already has a plan shows "plan open" instead of a second Coach button.

What the agent sees

The agent's panel shows Your coaching plan with the agreed action and the follow-up date, and a Got it button that marks it as seen. Agents never see the private note, cannot edit the plan, and cannot close it.

Closing a plan

Close plan asks for an outcome in a sentence and stores the numbers since the plan opened as its result. The results report lists every plan with the evaluation average before and after, and the average change across closed plans.

Who can see what

Supervisors see every plan on their teams. An agent sees only their own plans, without the private note. Plans are removed with the rest of an agent's data when the agent is deleted.

Current as of version 0.4.0. See the release notes for what changed since.