> ## 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 Overview

> How coaching programs, goals, plans, sessions, and tasks fit together, and who can do what.

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](https://mintcdn.com/reddy-376a6c19/4yI7993MKkFBMD9r/manual/images/coaching-home.png?fit=max\&auto=format\&n=4yI7993MKkFBMD9r\&q=85\&s=9918d4bd62ac21c153a784301b1fa3f7)

> [!NOTE]
>
> Coaching is enabled per company. If you do not see **Coaching** in the left navigation, ask your Customer Success Manager to turn it on.

## 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)](https://docs.reddy.io/manual/coaching/your-coaching.md).

## How the pieces fit together

| Piece | What it is |
| - | - |
| **Program** | A coaching initiative, for example "Q4 Handle Time Coaching". It has a name, a start date, an audience, goals, and a plan. |
| **Audience** | The agents the program covers: the whole company, everyone on chosen products, or chosen people and teams. |
| **Goal** | A target on a metric, such as Average Handle Time. Reddy measures each agent's progress from their calls. Up to 3 goals per agent per program. |
| **Coaching plan** | A timeline of steps: sessions, tasks, lessons or simulations, goal checkpoints, and call reviews. Each agent gets their own copy. |
| **Session** | A coaching conversation: a live video call in Reddy, a live audio recording of an in-person talk, or notes from a conversation that happened elsewhere. |
| **Task** | A to-do for an agent or a manager, created from the plan, by hand, or by Reddy. |
| **Plan template** | A reusable coaching plan you can start new programs from. |

## 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](https://docs.reddy.io/manual/coaching/creating-a-program.md).

**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](https://docs.reddy.io/manual/coaching/coaching-sessions.md).

**4. Review and close out**

Mark agents completed when their plan is done, or archive the program when it ends. See [Managing Programs](https://docs.reddy.io/manual/coaching/managing-programs.md).

## Who can do what

| Role | Can do |
| - | - |
| **Admin** | See every program in the company. Create programs for the whole company, by product, or by team. Manage any program. |
| **Manager** | Create programs for people in their own reporting line. Manage the programs they created and any program where they were picked in the audience. Coach their own direct reports in any program they belong to. |
| **Skip-level manager** | View, but not change, the coaching of agents further down their reporting line. |
| **Agent** | See their own published programs, goals, plan, sessions, and tasks. Join live video sessions, add talking points, and acknowledge or dispute a session review. |

> [!TIP]
>
> 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.

## 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.

## Related pages

* [Creating a Coaching Program](https://docs.reddy.io/manual/coaching/creating-a-program.md)
* [Goals and Progress](https://docs.reddy.io/manual/coaching/goals-and-progress.md)
* [Coaching Plans and Templates](https://docs.reddy.io/manual/coaching/coaching-plans-and-templates.md)
* [Coaching Sessions](https://docs.reddy.io/manual/coaching/coaching-sessions.md)
* [Coaching Tasks](https://docs.reddy.io/manual/coaching/coaching-tasks.md)
* [Managing Programs](https://docs.reddy.io/manual/coaching/managing-programs.md)
* [Coaching FAQ](https://docs.reddy.io/manual/coaching/coaching-faq.md)


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