MaestroQA: Agent Performance - Coaching Dashboards

MaestroQA: Coaching Dashboards

Agent Performance 0 → 1 Product Lead Designer

Coaching
Dashboards

Figma Mural Amplitude Fullstory FigJam Gong

Enterprise growth

Drove expansion revenue in key enterprise accounts

Time saved

Coaching prep reduced from hours to minutes

Daily adoption

Primary tool for both managers and agents

Churn prevented

3+ enterprise organizations retained due to product value

Apps consolidated

Replaced 4 parallel tools with a single coaching surface

Problem

Enterprise customers needed better tools for managing and improving agent performance at scale, and the product wasn't keeping up.

Goal

Help managers track and improve agent performance at scale

Reduce manual coaching overhead through smarter workflows

Drive adoption across both agents and managers

Strengthen retention in enterprise accounts

Establish a foundation for future product expansion

Approach

Found Opportunity in Existing Behavior

A legacy notepad feature was already being repurposed by managers to track agent development, so we expanded it into a structured coaching system.

Built Through Rapid Iteration

Two-week sprint cycles with direct user feedback shaped every release.

Designed Around Real Workflows

The system was built from observed behaviors, not hypothetical ones.

What I Did

Expanded Coaching Workflows

Evolved a simple note-taking feature into structured, multi-session coaching flows.

Connected Data to Action

Linked performance metrics directly into coaching sessions, reducing manual reporting work.

Designed Multi-Level Dashboards

Created separate Agent and Team views to support individual coaching and broader analysis.

Introduced Automated Insights

Surfaced key performance changes without requiring manual analysis from managers.

Improved Navigation & Structure

Redesigned layout with clearer hierarchy and sidebar navigation to handle growing complexity.

Introduced Design System Patterns

Created scalable patterns reused across the broader product.

Design evolution

Version 1 · Single-page agent performance view, the starting point before coaching existed as a system

Version 2 · Tab-based coaching hub with sessions, to-dos, and feedback introduced as distinct surfaces

Final · Team view, coaching sessions across all agents, filterable by template, coach, and date

Final · Agent view, individual priorities, sessions, to-dos, and QA feedback in one surfaced overview

Inside a Coaching Session

The session started as a blank notes field. Here's how the workflow changed.

Before

Read tickets across up to 20 open browser tabs

Complete the previous session, only one could be active at a time

Create a new session manually

Paste a link for every piece of material, with a written summary and no visual context

During coaching, open every link in a new tab, breaking the review flow

Manually write up what was discussed after the fact

After

Flag material directly while reviewing tickets, added to any open session in one click

Multiple sessions can be active simultaneously

Tickets surface as visual cards with context inline, no tabs needed

Expand any card within the session to view the source ticket without leaving

Session evolves into a modal, viewable in picture while navigating other areas of the product

4 parallel tools (Slack, email, Salesforce, notes) replaced by a single coaching surface

Sort by theme · Cards grouped into CSAT, Misc., Productivity, and QA, the default view for structured review

Sort by ticket · All coaching points grouped by the ticket they originated from

Sort by type · Separates Strengths, Opportunities, and N/A points for focused discussion

Atomic cards

Self-contained cards tagged as Strength or Opportunity, with the source ticket, rubric, and metric surfaced inline. No manual lookup or tab-opening required.

Strength card · QA criteria met, linked to source ticket

Opportunity card · Criteria to address, with rubric context

Add to session from anywhere

While reviewing any material, coaches could flag an item and assign it to an open session in one click. This consolidated what had previously required 4 separate tools — Slack, email, Salesforce, and notes — into a single surface.

Dashboard view · "Add to coaching" available inline on every relevant data row

Modal · Assign the item to any open session without leaving the current view

Key Learnings

Real usage is the best research

The most valuable insights came from how users were already bending the product, not from what they said they wanted.

Start with behavior, not features

Building on what people already do creates far more traction than designing for hypothetical workflows.

Complexity needs structure, not simplification

As data grows, clarity comes from better hierarchy, not from reducing what's visible.

Coaching is both data and context

Numbers alone don't drive behavior change; the surrounding context does.

Sessions work better as a persistent layer

Keeping a session visible while navigating the product matched how coaching actually happens better than a dedicated page ever could.

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