Setting Up 1:1s

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:

1. Stella
2. Quality
3. Productivity
4. Other 

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 > Company Info > Metrics 
• Choose which metric from each drop down 1-4

Supported Metrics:

Toady, we will support all metrics that you see below + QA score in the metrics overview. 

Star Rating: Average Star Rating, Percent Five Star, Percent Positive, Percent Negative 

QA Score: Average QA Score

NPS: NPS 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. 

Learn more about using Private 1:1s here.