When you hear something worth coaching on, good or bad, capture it as a coaching note tied to that specific call. Notes show up on the agent's record and in their next 1:1 preparation.
How to add a note
During or immediately after a call, open the Supervisor workspace → [agent] → Coaching. Tag the note (Praise / Needs Coaching / Knowledge Gap), write the specifics, save. The note attaches to the call record.
Tag 'Needs Coaching' notes trigger an agent notification at start of next shift, so they go in knowing what's expected.