Side-by-Side Agent Coaching Session Form

Captures live-call observations, coaching feedback, agreed actions, and follow-up dates from a supervisor observing an agent during a side-by-side session.

Session Overview

• Session date
  Date the side-by-side coaching session took place.
• Supervisor name
  Name of the supervisor conducting the coaching session.
• Agent name
  Name of the agent being coached.
• Team or queue
  Optional team, queue, or line of business for context.
• Session type
  Select the coaching context that best fits this session.
• Session notes
  Brief context for the session, such as call volume, customer issue type, or reason for observation.

Observed Behaviors

• Observed strengths
  Describe specific behaviors the agent demonstrated well during the call.
• Improvement opportunities
  Describe specific behaviors that should be improved. Keep feedback behavior-based and actionable.
• Customer experience observed
  Overall assessment of the customer experience observed during the live call.
• Process adherence
  How well the agent followed required call handling steps, scripts, or procedures.
• Communication skills
  Rate clarity, tone, active listening, and professionalism.

Agreed Coaching Actions

• Agreed actions
  List the coaching actions the agent will take before the follow-up date.
• Support needed
  Select any support needed to help the agent complete the agreed actions.
• Action owner
  Who is primarily responsible for completing the next steps.
• Target completion date
  Date by which the agreed coaching actions should be completed.

Follow-Up and Consent

• Follow-up date
  Date for the next check-in or review of progress.
• Follow-up method
  How the follow-up will be completed.
• Agent acknowledgement
  The agent acknowledges the coaching discussion and follow-up plan. This is not a disciplinary admission.
• PII notice acknowledged
  Confirm that the submitter understands this form collects limited performance-related PII for coaching and audit trail purposes only.