This page provides you details of the Coaching metrics available in the Metric widgets. By clicking on the Learn More dropdown, you can access additional details on each metric, including its calculation, filters, supported channels, metric type, and metric direction.
Assigned Sessions
The Assigned Sessions metric counts the number of coaching assigned to an agent.
Learn more
-
Calculation: The count of records in the Coaching Response feed
-
Filters:
-
Employee group: Agent, Team, Company
-
Contact group: Company
-
-
Metric type: Historical
-
Metric direction: Up, a higher metric value is best.
Owned Sessions
The Owned Sessions metric displays the number of coaching sessions you are part of. This includes sessions where you are assigned as the coach, as well as sessions that you have initiated yourself.
Learn more
-
Calculation: This metric represents the total number of coaching sessions that a user is involved in, based on two key criteria:
-
Sessions Assigned as a Coach: The number of coaching sessions where the user is assigned the role of a coach.
-
Sessions Created by the User: The number of coaching sessions that were initiated or created by the user.
-
-
Filters:
-
Employee group: Agent, Team, Company
-
Contact group: Company
-
-
Metric type: Historical
-
Metric direction: Up, a higher metric value is best.
Coaching Statuses
The Coaching Statuses metric displays the current status of coaching sessions in your organization. This metric helps you track the progress and state of each session, so you can identify sessions that require attention or follow-up.
Learn more
-
Filtering and View Options
You can filter and view coaching statuses by:
-
Coaching Behavior Type
-
Coaching Status
-
Coaching Type
-
Focus Area
-
-
Use Cases
-
Monitor sessions that need acknowledgment or are overdue.
-
Identify sessions scheduled or assigned for future action.
-
Track expired sessions to maintain accurate coaching records.
-
-
Statuses
|
Status |
Description |
|---|---|
| Draft | Session created and saved but not sent. Can be edited, duplicated, or deleted. |
| Awaiting Acknowledgment | Sent to participants but not acknowledged. Can edit, duplicate, or send reminders. |
|
Completed |
Participant acknowledged the session. Can duplicate. |
|
Overdue |
Not acknowledged before the due date. Can edit, duplicate, or send reminders. |
|
Scheduled |
Session scheduled for a future date. Can duplicate. |
| Assigned |
Session assigned to another coach. Can edit or duplicate. |
| Expired |
Session expired based on these rules:
Other statuses (except Completed) expire after 6 months if not updated. |
% Coaching Completed
The % Coaching Completed metric shows the percentage of coaching sessions that have been completed out of all eligible coaching sessions. Sessions in Draft, Assigned, Expired, Request Pending, Under Analysis, and Deleted statuses are excluded. This metric helps you track how many coaching sessions reach completion.
Learn more
-
(Number of Completed Coaching Sessions) ÷ (Total Number of Coaching Sessions, excluding Draft, Assigned, Expired, Request Pending, Under Analysis, and Deleted statuses) × 100 Example: 85% (170 completed out of 200 total eligible sessions)
-
Filters:
-
Coaching Behavior Type
-
Coaching Status
-
Coaching Type
-
Focus Area
-
-
Metric type: Historical
-
Metric direction: Up, a higher metric value is best.
% Unack Coaching Sessions
The Assigned Sessions metric counts the number of coaching assigned to an agent.
Learn more
-
Calculation: (Number of Awaiting Acknowledgment Coaching Sessions + Number of Overdue Coaching Sessions) ÷ (Number of Awaiting Acknowledgment + Completed + Overdue Coaching Sessions) × 100 Example: 22% (55 unacknowledged out of 250 assigned sessions)
-
Filters:
-
Coaching Behavior Type
-
Coaching Status
-
Coaching Type
-
Focus Area
-
-
Metric type: Historical
-
Metric direction: Down, a lower metric value is best.