Setting up 1:1s for Your Team
Accessing 1:1s
Navigate to your 1:1s by clicking the 1:1s button on your top menu bar. This will lead you to a page to select the team member you'd like to view or begin a session for. Search for that team member in the search bar.
Within your 1:1 session, you can add different elements to help guide your coaching session.
Title
Coach Notes
Personal Notes
Kudos
Open Action Items
Completed Since Last Session
You'll want to set these up before you meet.
Read about our Best Practices here.
Categories
With the 1:1s feature, you can designate coaching categories that you would like to make sure your team considers as part of their 1:1 meetings. Your team leaders will use these to categorize action items, providing context to team members during 1:1 conversations, and providing you with a way to track what is discussed and how often.
1:1 Categories should be the metrics or behaviors your team should be coaching to.
We will have 4 default coaching categories set up:
Other
Productivity
Quality
Stella
However, you can update these defaults to use whichever categories best reflect your team and unique goals.
To update your categories:
Settings > 1:1s > 1:1 Categories.
Click the "Add New +" button to add new categories and archive old ones.
Configure Your Metrics
You can now configure which individual metrics are shown within each 1:1 session.
To configure your metrics:
Settings > Metric Configuration > Key Metric Set
Select and order the metrics you want used for 1:1s.
Supported Metrics:
Stars — Average Star Rating, Percent Five Star, Percent One Star, Percent Positive, Percent Negative, Response Rate
QA — Average QA Score
NPS — Net Promoter Score, Percent Promoters, Percent Detractors, Percent Passive
First Case Resolution — Percent Resolved, Percent Unresolved
Customer Additional Question Metrics — If you have an additional question on your survey that you'd like to report on, we can manually configure this for you. Just reach out to your CSM and let them know what you're interested in.
User 1:1s Permissions
Private 1:1s introduces two new methods for setting coaching session visibility. Admins can set the company’s default level of visibility, and for further privacy, coaches can mark individual sessions as Private with just a click.
Admins can go to the 1:1s Settings tile to set the company’s default level of visibility, determining whether Team Leaders can view all 1:1s sessions or only those relevant to them, while coaches will now find a Private Session checkbox on each individual session, allowing them to ensure only the coach, coachee, and Admins can access the session once it’s shared.
