Owners and admins can monitor 1-on-1 Coaching from the One-on-One Coaching Digest. This page shows which sessions were created, which agents have completed them, and which agents still need to start.
Video walkthrough: Owner and Admin How To Loom
Coaching Notifications:
When a coaching cycle starts, Shilo sends a notification showing how many 1-on-1 sessions were created and the timeframe they cover.
Halfway through the cycle, Shilo sends a progress update showing how many sessions have been completed.
At the end of the cycle, Shilo sends a final summary (digest) across the organization.
Open the digest:
Go to Insights.
Select Coaching.
Click One-on-One Coaching Digest.
Use the status filters:
Completed: The agent finished their 1-on-1 Coaching session with Shilo.
Agenda Ready: Shilo created the agenda, but the agent has not completed the session yet.
Failed: Agenda failed to create - contact support for this
Not Created: Shilo did not create a session because the agent had no calls during that timeframe.
Review a completed session:
Open a completed session from the digest.
Insights > Coaching > Digest > Status Completed > Agent Name
Review the agenda Shilo created before the session.
Review the insights, top moments, and top improvements that were pulled before the session.
Read the coaching session summary.
Open the transcript or playback if you want to review the full session.
Track completion during the cycle:
The digest shows how many days are left in the coaching period.
Agents who have not completed their session receive a reminder halfway through the period.
Use the status filters to see who is complete, who still has an agenda ready, and who did not have a session created.
Usage note:
1-on-1 Coaching time is subtracted from your tier's included hours. On average, each session lasts about 10 minutes, roughly the length of one phone call, so it should not significantly impact your overall usage.