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Coaching gives your managers one place to run structured coaching for their agents. You build a program, choose which agents it covers, set up to three goals that Reddy measures from real calls, and lay out a coaching plan of sessions, tasks, and check-ins. Coaches and agents then meet in Reddy, and every session leaves a record both sides can read.
The Coaching home page with summary counts, a program list, and the My upcoming tasks panel
Coaching is enabled per company. If you do not see Coaching in the left navigation, ask your Customer Success Manager to turn it on.

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Where to find it

  • Managers and admins: open Insights > Coaching in the left navigation.
  • Agents: open Coaching in the left navigation. See Your Coaching (for agents).

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How the pieces fit together

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The typical flow

1

Create a program

Name it, pick a start date, choose the audience, set goals, and build the plan. See Creating a Coaching Program.
2

Publish it

Programs start as drafts. Publishing makes the program visible to agents, schedules the plan’s sessions and tasks, and notifies each agent.
3

Coach

Run sessions, work through tasks, and follow each agent’s goal progress on their page. See Coaching Sessions.
4

Review and close out

Mark agents completed when their plan is done, or archive the program when it ends. See Managing Programs.

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Who can do what

Picking a manager in a program’s By Team audience also gives that manager full rights to run the program, the same as its creator. Pick individual agents instead if you only want to include their team.
Managers only ever see agents in their own reporting line. Admins see everyone.

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Notifications

Coaching sends in-app notifications (the bell at the top of the page). It does not send emails or calendar invites. Agents are notified when:
  • They are enrolled in a published program
  • A goal is set or changed for them
  • A session is scheduled, rescheduled, cancelled, or logged
  • Their coaching plan changes
Both the agent and the coach get a reminder about 24 hours before a scheduled live session. Nothing is sent while a program, or an agent’s place in it, is still a draft.