---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Coaching landing page

# Workforce Optimization for ITSM
Coaching landing page {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Workforce Optimization for ITSM Coaching landing page

The Coaching landing page allows administrators and coaches to monitor agent performance in resolving incidents, analyze skill usage, and identify training needs.
It provides insights into quality metrics and customer satisfaction, enabling targeted improvements in service delivery.
Show full answer Show less  

## Key Features

* **Performance Monitoring:** Coaches can assess how effectively agents resolve issues by reviewing real-time data and trends.
* **Quality Metrics:** Key indicators such as customer satisfaction (CSAT), average resolution time, and assessment completion rates are available for evaluation.
* **Customizable Landing Pages:** Admins can create and organize multiple landing pages for coaches, prioritizing their display order.
* **Overdue Training Tracking:** Coaches can access lists of overdue training and assessments to ensure agents meet their development needs.

## Key Outcomes

By utilizing the Coaching landing page, coaches can effectively identify skill gaps, implement targeted training programs, and enhance overall agent performance, leading to improved incident resolution and higher customer satisfaction.  
Monitor the performance of your agents and measure the quality of how they resolved issues using the Coaching landing page. Analyze patterns in skill usage over time and see which skills are in demand.  

## End user and roles {#coaching-configuable-landing-page__section_upb_qj4_2fb}

As an admin, you can create or customize landing pages for the coach to monitor the quality of how agents resolve incidents. If you have multiple landing pages, you can set the order for the landing pages. The lower the order,
the higher the precedence in displaying the pages.  
{#coaching-configuable-landing-page__table_znp_cdb_34b__entry__2}

| End user and goal | Required role |
|-|-|
| As a coach, you can analyze real-time data such as: * The quality of how agents resolved incidents. * The mean time it took to resolve the incidents. * The trends in customer satisfaction, the type of skills used to resolve incidents, and completed assessments. * List of overdue training and assessments. {#coaching-configuable-landing-page__ul_b5l_13c_l4b} | sn_coaching.coach |
[ ]

{#coaching-configuable-landing-page__table_znp_cdb_34b}

## Use cases {#coaching-configuable-landing-page__section_amw_cqt_rlb}

As a coach, you can monitor the quality of agents resolving issues and take corrective actions by assessing their ability to resolve skills and provide them with training to address their skill gaps.

## Indicators {#coaching-configuable-landing-page__section_nm4_hk4_2fb}

{#coaching-configuable-landing-page__table_pwb_cly_msb__entry__2}

| Indicator name | Description |
|-|-|
| CSAT | Average customer satisfaction based on CSAT survey results. |
| Quality | Average score, in percentage, of all surveys taken by the coach to assess the trainee. |
| Incident Mean Time to Resolve | Average time agents have taken to work on an incident until they've marked it as closed or resolved. |
| Completed Assessment | Assessment closed over time. |
[ ]

{#coaching-configuable-landing-page__table_pwb_cly_msb}

## Breakdowns {#coaching-configuable-landing-page__section_yfw_qk4_2fb}

* Assigned to
* Assignment group
{#coaching-configuable-landing-page__ul_ulw_dl4_2fb}

## Data visualizations {#coaching-configuable-landing-page__section_t5q_fl4_2fb}

{#coaching-configuable-landing-page__table_xvt_hl4_2fb__entry__4}

| Title | Type | Source table | Description |
|-|-|-|-|
| Trainings | List | Assigned Training \[sn_coaching_assessment_recommended_learning\] | List of training that agents need to complete. |
| Coaching Assessments | List | Assessed Record \[sn_coaching_assessed_records\] | List of assessments that coaches need to complete for their agents. |
[ ]

{#coaching-configuable-landing-page__table_xvt_hl4_2fb}