1-to-1 Plans: A User Guide
What is a 1-to-1 plan?
1-to-1 plans introduce a way for you to create broader goals for your agents and track the progress and outcomes of these goals across multiple 1-to-1 meetings that spread over a longer period of time.
You can link 1-to-1 meetings under a single umbrella to drive efficiencies, improve monitoring of performance and allow for valuable support against a clear goal for an agent.
In this article we'll be covering:
How to create a plan
Editing a plan
Adding plan notes
Adding and removing meetings
Attaching evidence
Updating plan outcomes
Reporting on plans
1. Creating a plan
You'll need the appropriate permissions to be able to create and manage plans. To find out more about permission settings you can view our "1-to-1 Plans: Set up guide".
Navigation Prompt
Go to Actions & 1-to-1's > Click New Plan
From the New Plan page you'll be presented with a form to create a new plan for an agent. Complete the mandatory fields to create the plan:
Plan name: Add a name for the plan you are creating
Employee: Using the drop down list select the agent you are creating a plan for
Plan type: Using the drop down select the category the plan fits under
Goal (optional): Use the free text box to write out the goals of this plan
Start date: Use the calendar to set a date the plan will commence
2. Editing your plan
If there are any details relating to the plan that need adjusting you can make amendments from the summary modal using the edit option.
From here you'll be presented with an "edit plan" form. You can edit the following details:
Facilitator
Goal
Start date
3. Notes
Once a note is saved you can see audit details of the user who added the note and the date and timestamp of when the note was created.
To delete a note select the red trashcan icon, select delete to permanently remove the note you've created or cancel to cancel the task. You'll only be able to delete notes you've written.
From the plan timeline modal > Click the Add a meeting link
A new modal will open listing all the meetings created for the particular agent. Details of the meetings will be listed including:
Meeting ID
Date of the meeting
Facilitator
Description
Status of the meeting
Viewing meetings
To view more details of a meeting you can click the menu under the actions column > and select View
A panel will slide out with additional details relating to this meeting so you can delve further into the information. Click the "X" in the top right hand corner of the panel to close the meeting details and return to the plan overview.
If a meeting has been added in error you can remove this from the list under the actions column > and select Remove
5. Adding evidence
From the timeline modal > click Add File
From the actions menu you can view the file added or click remove to permanently delete the file. A plan status will update to "in progress" when a piece of evidence is uploaded.
6. Updating plan outcomes
The available outcome options are set up as part of the plan settings. The default outcome will be "pending" until a new outcome is set.
7. Reporting on plans
Use the report filter to change the level of detail you'd like to view your plans. To delve into the detail of a particular plan use the agent view filter and select the agent you want to view plans for. Any plans created will be listed with an overview of the plan information. Select view to access further details of a particular plan.
Depending on your permissions you can view the full plan and edit details as appropriate or you'll have view only access.
Click download to download a CSV of your report.