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Training agents using Coaching with Learning › Coaching › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Coaching your trainee

A manager, or coach, is a subject matter expert of a process and is responsible for providing coaching to an employee, or trainee. Use the Coach Dashboard to manage and measure the effectiveness of your coaching.

You can access the Coaching Dashboard from the Coaching navigation menu, or directly from the dashboard list. Click a report to view the detailed data.

Note:

  • You must have the Coaching coach role to view the Coach Dashboard.
  • The Coach Dashboard page uses the Next Experience user interface. For more information on Next Experience, see Next Experience UI.

Coaching begins once a trainee assessment has been assigned to you. Coaching assessments are triggered from a coaching opportunity that is set up by the coaching admin. Use coaching assessments to facilitate a dialog with your trainee, assign training content, and set a due date and other details.

The Coach Dashboard lets you manage the details and effect your coaching has on your trainees.

  • Check the progress state of your coaching assessments.
  • Analyze the number and types of follow-up actions necessary on your resolved coaching assessments.
  • View the types of survey feedback from your trainees.
  • View the number of your assessments that were resolved by the virtual coach.
  • Check the performance rating of your trainees from your coaching.
  • View the list of KPIs affected by your coaching.
  • Verify the types of coaching opportunities that are being assigned to you (last 6 months).
Image omitted: coaching-dashboard.png
CoachingDashboard
ReportDescription
My Active Coaching AssessmentsCoaching assessments assigned to you that are in New, Work in Progress, and Resolved states.
Follow-up Action NeededCoaching assessments grouped by Followup Needed field.- Recognize - Needs Additional Coaching - Needs Outside Training - Referral to Manager - Create Virtual Coach - No Follow Up
My Coaching Survey ResultsFeedback results on coaching from trainees.
Resolved by Virtual CoachCoaching assessments resolved by virtual coaching.
My Trainee PerformanceCoaching assessments grouped by trainee performance rating.
KPI Addressed with my CoachingKPIs addressed by your coaching.
My Coaching Opportunities - Last 6 monthsCoaching opportunities assigned to you in the past 6 months.
  • Assess a trainee
    Use a coaching assessment to review the work of a trainee and to provide training and feedback.

Parent Topic:Training agents using Coaching with Learning