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Getting started

Coaching is enabled per company. Ask your Customer Success Manager to turn it on. Once it is on, managers and admins find it under Insights > Coaching, and agents find Coaching in the left navigation.
Admins and managers. Admins can cover the whole company, chosen products, or chosen people. Managers can cover people in their own reporting line, or products their team works on when it covers more than one.
Yes. Create the program as a draft, then use Publish for this agent only for the agents you want to pilot with. Everyone else stays in draft until you click Publish for everyone on the Settings tab.
Yes, in two ways. Duplicate copies a whole program (audience, goals, and plan) into a new draft. Plan templates save just the coaching plan so you can start any new program from it.

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Audience and coaches

Sessions scheduled from the coaching plan have the person who created or published the program as the coach. Sessions you add yourself with Add Session have you as the coach. An agent’s direct manager can also run sessions for them in any program they belong to.
Yes, if they match the audience: they join the selected team, product, or company. They can see the program right away. Their sessions and tasks are created the next time someone saves the audience or publishes. To set them up straight away, open Settings > Audience > Edit and click Save Audience.
In a By Team or By Product program, an agent who no longer matches the audience leaves it. Their past sessions and tasks are kept. Agents picked by name stay in until they are archived in Reddy.
Yes. Each program has its own goals, plan, sessions, and status for that agent. The 3-goal limit applies per program.
Picking a manager in a By Team audience gives that manager the same rights to run the program as its creator. If you only want their agents, tick the agents individually instead of the manager.

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Goals

Average Handle Time and any combined metric your company has defined. To set a goal on a single call tag answer or QA outcome, create a combined metric for it first under Calibration > Metrics.
Once a day, overnight. Results include calls up to the end of the previous day, so today’s calls show up tomorrow.
The agent has no calls to measure yet, either since the program started or in the baseline period. If you limited the program’s Call Settings to certain products, only calls on those products count. Hover the info icon on the card for the exact reason.
When you pick a metric, Reddy fills in the target from the metric’s company target, which is set under Calibration. You can change it. Changing the company target later does not change goals already saved.
Nothing changes automatically. The date tells coach and agent when the goal should be met. The goal keeps measuring until you edit or remove it, or complete or archive the agent’s plan.
Yes. Open the agent’s page and edit the program goal there. Reddy saves a personal version for that agent and leaves everyone else on the program goal. You can also add goals that only apply to one agent, up to 3 goals per agent in total.

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Sessions and recordings

No. Coaching uses in-app notifications only, including a reminder about 24 hours before each live session. Add sessions to your own calendar if you need to.
Live video sessions record the audio only, not the picture. Recording starts when the coach joins. Reddy uses the recording to produce a transcript and an AI summary.
Usually 1-2 minutes after the session ends. The page updates by itself when it is ready.
Anyone who can open the session: the agent, their coach and the managers who coach them, managers further up their reporting line (view only), and admins.
If nobody joins, the session ends with “This session was never started” and there is nothing to transcribe. You can still fill in the summary, or schedule a new session.
Either record it live with a Live audio session, which uses one computer’s microphone in the room, or write it up afterwards as an Offline session with notes.
Yes. The summary and notes are shared with the agent, who can acknowledge or dispute the review.

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Tasks and plans

When goal alerts are on for your company, Reddy checks each agent’s program goals daily. It creates a task for the agent’s direct manager when the agent falls behind their starting point or exceeds the target, based on their last 30 days and at least 20 calls. Agents can also see these tasks on their own page.
No. Plan progress counts steps whose date has passed and sessions that are completed.
Session steps belong to each agent, so moving or removing a session only affects that agent. Task, lesson, goal checkpoint, and call review steps are shared across the program, so adding or removing one changes it for every agent.
Not directly. Add a Call Review step to the plan; its View calls link opens the agent’s calls for the review period.

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Ending a program

Mark agents completed when their coaching is finished, or archive the program to hide it from agents and make it read-only. There is no pause; revert the program to draft to hide it temporarily.
No. Deleting a program permanently removes its plans, sessions, and goals. Archive programs you may want to look back on.