# Coach an agent using one of their real tickets

A coaching conversation plan from a reviewed ticket: what went well, one priority to improve, and a practice exercise.

- Topic: Leadership & Management
- Framework: Few-Shot
- Level: Standard
- Tags: Summarize, Analyze, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/coach-an-agent-using-one-of-their-real-tickets

## Prompt

```text
Help me coach a support agent using a ticket they handled.

**The ticket conversation (remove customer personal data):** [PASTE]
**QA score or notes, if any:** [DETAILS]
**Agent's tenure and experience:** [e.g. "3 months, strong on chat, new to billing"]
**Patterns I've seen in their other tickets:** [OBSERVATIONS]
**Our quality standards or scorecard:** [PASTE or summarize]

Do this:
1. Review the ticket against our standards: accuracy, completeness, tone, ownership, efficiency, and process (tagging, notes, escalation). Quote specific lines.
2. Name 2 specific things done well and why they matter.
3. Choose the ONE most important improvement, the one with the biggest effect on the customer. Don't list every flaw.
4. Rewrite the weakest part of the reply to show what better looks like.

Then give me a coaching plan:
- An opening question that lets the agent self-assess first.
- How to frame the improvement as a behavior, not a personality trait.
- A short practice exercise (e.g. rewrite a similar reply).
- A measurable goal and when we'll check it.

Keep it fair: compare against written standards, not my personal style. Note anything that was caused by a process or tool problem rather than the agent.
```

## What to fill in

- PASTE
- DETAILS
- e.g. "3 months, strong on chat, new to billing"
- OBSERVATIONS
- PASTE or summarize

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.