Does 1-on-1 Coaching count toward our usage hours?
Yes. 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.
How many 1-on-1 sessions are created by default?
By default, 1-on-1 Coaching is turned on and Shilo creates two 1-on-1 sessions for the entire organization each month. Owners and admins can manage 1-on-1 Coaching from Settings > Coaching.
Who can manage 1-on-1 Coaching settings?
Owners and admins can manage 1-on-1 Coaching from Settings > Coaching.
What happens if 1-on-1 Coaching is turned off?
Shilo will not create future 1-on-1 Coaching agendas and will not send future 1-on-1 Coaching notifications to agents, owners, or admins.
Can we choose how often 1-on-1 Coaching happens?
Yes. Owners and admins can choose weekly, semi-monthly, or monthly.
What does Agenda Ready mean?
Agenda Ready means Shilo created the coaching agenda, but the agent has not started and completed the session yet.
What does Completed mean?
Completed means the agent finished the 1-on-1 Coaching session with Shilo.
What does Not Created mean?
Not Created means Shilo did not create a session because there were no calls for that agent during the timeframe.
How many custom questions can we add?
You can add up to three custom questions. Shilo asks them at the beginning of the 1-on-1 Coaching session.
Will agents get reminders?
Yes. Agents who have not completed their session receive a reminder halfway through the coaching period.
Can owners and admins review completed sessions?
Yes. Owners and admins can open completed sessions from the One-on-One Coaching Digest and review the agenda, insights, top moments, top improvements, session summary, transcript, and playback.
What do agents see after the session is complete?
Agents can review a Summary tab and a Transcript tab. The transcript can be searched, and the session playback can be replayed.
Is the coaching generic?
No. Shilo uses the agent's actual calls and personality profile to make the session more specific to that agent.
How do I Find My Own Coaching as an Admin?
If you are an admin account - your personal coaching sessions will live within [Insights - Agents - Agent Name - Coaching]
If you are an admin, the Coaching tab within the Insights page shows coaching activity for your whole team instead of your own personal coaching. To see your own coaching, start from your agent profile.
Find your coaching
Go to Agents.
Find and open your own agent profile.
Select Coaching from your agent page.
Review your personal coaching from there.
Why this happens
Admins can see team-wide coaching. That means Insights then Coaching may show coaching for everyone else, while your own coaching lives under your agent profile.