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A coaching program brings together who you are coaching, what you want them to improve, and the steps you will take to get there. You build it in a four-step wizard: Basics, Audience, Goals, and Coaching Plan. To start, open Insights > Coaching and click + New program.
Admins and managers can create programs. Agents cannot.

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Step 1: Basics

The Basics step with Program Name, Description, Program Start Date, and the Create as Draft switch
Click Continue.

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Step 2: Audience

Choose which agents the program covers. Only people with the agent role are coached; managers are never enrolled.
The Choose your audience step with By Team selected and a manager's team checked in the people picker
Pick people from your org tree. Search by name or email, then tick the people you want.
  • Ticking an agent includes just that agent.
  • Ticking a manager includes everyone who reports up to them, at every level. People already covered this way show a lighter checkmark.
  • The count under the list shows how many agents are included. Deselect all clears your picks.
Managers only see people in their own reporting line. Admins see the whole company.
The audience is a rule, not a fixed list. When someone joins a selected team or product, they become part of the program. See What happens when people join or leave.
Picking a manager under By Team also lets that manager run the program: edit settings, publish, and change goals. If you only want their agents, open the manager and tick the agents individually.

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Step 3: Goals

Set one to three goals that apply to every agent in the audience. Every program needs at least one goal to be created. You can add, change, or remove goals later, for the whole program or for individual agents. For each goal, choose:
  • Metric: what you are measuring. You can pick Average Handle Time or any combined metric your company has defined.
  • When do you expect the agents to achieve this goal?: 7, 30, 60, or 90 days from the program start date.
  • Target Type: a set number, an improvement on the agent’s own starting point, or a range to stay within.
Reddy fills in the target from the metric’s company target when one is set. The Baseline period box shows which past dates Reddy uses as each agent’s starting point. Under Call Settings you can limit which calls count toward goals, for example to a single product. By default all calls count. For the full explanation of target types, baselines, and how progress is measured, see Goals and Progress.

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Step 4: Coaching Plan

Choose how to start:
  • Build your own: add steps one at a time.
  • Use a template: copy the steps of a published plan template. Later changes to the template do not affect this program.
Add steps with Add step. Each step is placed a number of days after the one before it (7 by default), and the calculated date is shown on the step. You can change the start date on this page too. Use the arrows to reorder steps and the trash icon to remove one. An empty plan is allowed. For more detail, see Coaching Plans and Templates. Click Create Program.

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What happens when you click Create Program

If you left Create as Draft on, the program is saved as a draft. Nothing is scheduled and nobody is notified. Review it, then publish from the program’s Settings tab, or publish for one agent at a time from their page. If you turned Create as Draft off, the program goes live straight away:
  • Each agent in the audience gets their own copy of the coaching plan, with real sessions and tasks on the calculated dates.
  • You are the coach on the scheduled sessions, and you own the plan’s manager tasks.
  • Each agent gets a “New coaching program” notification.
Your progress is kept if you refresh the page partway through the wizard. Clicking the X in the top right asks before discarding your changes.