Prioritize coaching with Coaching inbox

Who can use this: Any team member

Available on: Enable Essentials, Enable

Ideal for: Sales manager

Required permissions: Coaching page access, Access to coaching stats

Use Coaching inbox as a prioritization queue to check which team members have open feedback requests, no recent feedback, or calls waiting for review. The data refreshes once a day, so today's coaching shows up tomorrow.

What Coaching inbox shows

Each row represents one of your direct reports, sorted by how much feedback you've given them. Read across a row to see where each person's coaching stands and what to do next.

• Coaching activity: How actively you attended or listened to the team member's calls, and how many received your feedback. Compare activity across team members to identify uneven coaching coverage, and open calls to coach where coverage is low.

• Last attended/listened: The most recent date you attended or listened to one of the team member's calls. If the date is old, find a recent recorded call and review it.

• Last feedback: The last time you gave the team member feedback in the past 30 days. A dash means no feedback given in the past 30 days. Treat an old date or a dash as overdue coaching. Open a recent call and leave a comment, complete a scorecard, or mark feedback as given after an offline coaching conversation.

• Open requests: Feedback requests from the team member in the past 30 days that haven't been responded to. Prioritize these. Reply to the request, comment on the call, score it, or mark feedback as given to close it.

• Recorded calls: Calls available to review, with feedback-requested calls at the top. The list includes deal information, and you can filter it further, for example to calls without feedback or with interaction alerts. Click GO TO CALL to open a call. "No recorded calls" may mean that the team member isn't configured for recording, so check that before concluding there is no coaching activity.

Note:

Coaching inbox only shows external calls associated with an account or opportunity, where the team member was the call host. Learn more about troubleshooting Coaching metrics.

How to prioritize

Use these patterns to decide who needs attention first.

• High open requests and old last feedback: Highest priority. Respond to the requested calls first.

• Recent attendance but no feedback: Convert the review into coaching by commenting, scoring, or marking feedback as given.

• No recent attendance or listening: Select a recent call from the team member's Recorded calls and review it.

• No recorded calls: Verify whether the team member is new or whether recording is configured before concluding there is no activity.

View another manager's team

Your own team appears by default. To check in on another manager's direct reports, switch the view using the selectors at the top of the page.

To view another manager's team:

1. From the left sidebar, click Coaching, and select Coaching inbox.

2. Click the manager name dropdown at the top left and select a different manager.

3. Use the coaching selector in the upper-right corner to choose whose coaching activity to display. The selector shows the selected manager's name. Select Only their coaching, Only your coaching, or Both.

Frequently asked questions