> ## Documentation Index > Fetch the complete documentation index at: https://docs.reddy.io/llms.txt > Use this file to discover all available pages before exploring further. # Coaching FAQ > Answers to common questions about coaching programs, goals, sessions, and tasks. ## Getting started > **I don't see Coaching in the navigation.** > > 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. > **Who can create a coaching program?** > > 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. > **Can I try a program on a few agents before rolling it out?** > > 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. > **Can I reuse a program I've already built?** > > 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. ## Audience and coaches > **Who is the coach on a session?** > > 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. > **Will new hires be added automatically?** > > 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**. > **What happens when an agent changes teams?** > > 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. > **Can an agent be in more than one program?** > > Yes. Each program has its own goals, plan, sessions, and status for that agent. The 3-goal limit applies per program. > **Why can another manager edit my 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. ## Goals > **Which metrics can I set goals on?** > > **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**. > **How often do goal numbers update?** > > Once a day, overnight. Results include calls up to the end of the previous day, so today's calls show up tomorrow. > **Why does a goal show N/A?** > > 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. > **Where does the starting target come from?** > > 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. > **What happens when the goal's date arrives?** > > 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. > **Can different agents in the same program have different targets?** > > 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. ## Sessions and recordings > **Does Reddy send calendar invites or emails?** > > 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. > **Is the video recorded?** > > 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. > **How long until the summary is ready?** > > Usually 1-2 minutes after the session ends. The page updates by itself when it is ready. > **Who can see the recording and transcript?** > > 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. > **What if the agent doesn't show up?** > > 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. > **We met in person. How do I record that?** > > 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. > **Can an agent see their coach's summary?** > > Yes. The summary and notes are shared with the agent, who can acknowledge or dispute the review. ## Tasks and plans > **Where do the tasks with a Reddy badge come from?** > > 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. > **Does completing a task update the plan progress?** > > No. Plan progress counts steps whose date has passed and sessions that are completed. > **If I change the plan for one agent, does it change for everyone?** > > 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. > **Can I attach a call to a session or task?** > > Not directly. Add a **Call Review** step to the plan; its **View calls** link opens the agent's calls for the review period. ## Ending a program > **How do I end or pause 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. > **Can I get a deleted program back?** > > No. Deleting a program permanently removes its plans, sessions, and goals. Archive programs you may want to look back on. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.