Skip to main content
A coaching plan is the timeline of what happens in a program: when you meet, what the agent works on, when you check progress, and when you review calls. Every agent in a program gets their own copy, dated from the program start date.
An agent's coaching plan with a live video session, a goal checkpoint, an agent task, and a call review

​
Step types

​
Building and editing a plan

You build the plan in step 4 of the create wizard. After that, edit it from an agent’s page in the program: click Edit next to Coaching plan.
  • Add step adds a new step at the end.
  • Between steps, the minus and plus buttons set the gap: “Same day” or “N days later”. The default is 7 days.
  • Use the arrows to reorder, and the trash icon to delete (“Delete this step from the coaching plan?”).
  • Click Save plan when you are done.
The filter buttons above the plan (All steps, Sessions, Tasks, Goal checkpoint, Call review) narrow the list to one type.

​
What changes apply to whom

  • Session steps belong to one agent. Moving or deleting a session on one agent’s plan only affects that agent. Deleting a scheduled session step cancels the session and notifies the agent.
  • Task, lesson, goal checkpoint, and call review steps are shared across the program. When a program manager adds or removes one, it is added or removed for every agent in the program, and unfinished tasks from a removed step are deleted.
  • A direct manager who does not manage the program can change their agents’ sessions, but not the shared steps.
Agents are notified when their plan changes.

​
Plan progress

The Coaching Plans tab on a program shows each agent’s progress as a percentage, with their current step. A step counts as done once its date has passed or, for sessions, once the session is completed. Ticking off a task does not move the bar by itself.
A program's Coaching Plans tab listing agents with a progress bar and their current step

​
Plan templates

Templates let you reuse a plan you know works, such as a new-hire onboarding cadence. Open Insights > Coaching and click Plan Templates.
The Plan Templates page listing a published template with its step count, status, author, and actions

​
Creating a template

1

Start a new template

Click + New Template. Enter a Template Name and an optional description, then click Continue.
2

Build the steps

Add steps exactly as you would in a program plan.
3

Save it

Click Create & Publish to make it available when creating programs, or Save as Draft to keep working on it later.

​
Managing templates

  • The eye icon shows a template’s steps, with Edit and Delete buttons.
  • The copy icon makes a draft copy named “(copy)”.
  • The trash icon deletes the template. Programs already created from it are not affected.
Only published templates with at least one step can be picked in the create wizard. Any admin or manager can create, edit, copy, or delete templates in your company. Agents cannot see templates.