How coaching works
Coaching in Arcade is a short conversation between a coach and a rep, one time each week. Arcade prepares you for the conversation and gives you feedback after it. It also records what the rep agreed to do and measures the progress.
The coaching loop
Section titled “The coaching loop”The coaching loop has five steps:
| Step | What you do | What Arcade does |
|---|---|---|
| Prepare | Read the check-in of the rep, and select a session. | Writes a rundown and shows the skill changes. |
| Coach | Talk with the rep, one step of the guide at a time. | Records the conversation. |
| Give feedback | Give the rep specific feedback. | After the session, the AI scores how you coached. |
| Commit | Agree with the rep on what to do next. | Drafts an action plan from what you both said. |
| Follow up | Sign off the items that only you can check. | Measures the progress and builds the next session. |
On the Coach tab, a rep moves from TO COACH to COACHED only after the AI assesses and approves a session that you led. A session with a different coach does not count for you.
The week starts on Sunday at midnight, US Central Time. Then all your reps are in TO COACH again.
Prepare with the check-in
Section titled “Prepare with the check-in”The check-in tells you what changed since the last coaching session of the rep:
- THE RUNDOWN: a summary that the AI writes from the sessions, the skill scores, and the action plan of the rep. It also gives two to four goals for today’s session.
- BEST WIN and NEEDS HELP: a maximum of three skills that increased most, and the skill that decreased most. For a rep who was never coached, these show the changes of the last 30 days.
Then you select a session. Arcade builds a Follow-up session from the action plan and the weak skills of the rep. Its steps tell you to review the plan, practice the weak skill, give feedback, and agree on new commitments. You can also select a coaching session from a published pathway that the rep has.
Coach in person or remotely
Section titled “Coach in person or remotely”In person, you and the rep sit together, and the session runs on your device.
Your organization can show a message that you must accept before each coaching session.
After the session
Section titled “After the session”Some minutes after the session, the AI assesses the conversation:
- Your score as the coach. The AI scores your coaching behaviors with the coaching method of your organization, on a scale of 0 to 10.
- The scores of the rep. The AI also gives the rep a score for the session. Then it updates the skill scores of the rep and of the coach.
- The action plan. The AI drafts a maximum of four commitments from what you and the rep agreed. The new plan replaces the old plan, but it can keep an item that is not complete.
Each commitment has one of three types:
| Type | How Arcade measures it |
|---|---|
| Practice minutes | The minutes of approved AI sessions, lessons, live practice, and certifications since the plan started. Coaching sessions do not count. A plan has a maximum of one. |
| Skill | The item is complete when the skill score is higher than the score at the start of the plan. |
| Manual | Arcade cannot see this work, so you sign it off. A goal about sales results is always manual. |
What the rep sees
Section titled “What the rep sees”The rep sees their commitments and their progress on the Training tab of their profile. The rep and the coach see the same numbers. Refer to See your training.
The rundown and the steps of the guide stay private to the coach.
How coaching connects to skills and Insights
Section titled “How coaching connects to skills and Insights”The check-in, the follow-up session, and skill commitments use the skill scores of the rep. Refer to How a skill score changes.
Coaching sessions show on the Activity tab of Insights, with the score of the coach and the score of the rep. Refer to Training activity.
Good to know
Section titled “Good to know”- The action plan belongs to the rep. When a different coach coaches the rep, the new plan replaces your plan.
- When the conversation is too short, the AI gives no score and drafts no plan. The old plan stays active.
- A commitment has a due date only when you and the rep said a day in the session. Other items are due by your next check-in.
- If you subscribe, Arcade sends you the weekly digest email each Monday. It does not send it when none of your reps has a plan. Refer to Get the weekly digest email.