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Run: Side-by-Side Agent Coaching Session Form

A side-by-side agent coaching session form for documenting live-call observations, feedback, agreed actions, and follow-up dates in one place. Use it to turn...

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Session Overview

Session date (required)

Date the side-by-side coaching session took place.

Supervisor name (required)

Name of the supervisor conducting the coaching session.

Agent name (required)

Name of the agent being coached.

Team or queue

Optional team, queue, or line of business for context.

Session type (required)

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 (required)

Overall assessment of the customer experience observed during the live call.

Process adherence (required)

How well the agent followed required call handling steps, scripts, or procedures.

Communication skills (required)

Rate clarity, tone, active listening, and professionalism.

Agreed Coaching Actions

Agreed actions (required)

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 (required)

Who is primarily responsible for completing the next steps.

Target completion date (required)

Date by which the agreed coaching actions should be completed.

Follow-Up and Consent

Follow-up date (required)

Date for the next check-in or review of progress.

Follow-up method (required)

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.

Yes No N/A

PII notice acknowledged (required)

Confirm that the submitter understands this form collects limited performance-related PII for coaching and audit trail purposes only.

Yes No N/A

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Email (required)

Your name (optional)

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