1Stream coaching: six habits, scored with evidence
With 1Stream connected, Current scores each answered support call on six habits, with the evidence beside each score and up to four short redacted excerpts. The engineer sees their own, their pod lead sees it too, and nobody else sees a person's calls scored.
On this page · 4 sections
What it does for you
Every answered support call of 30 seconds or more gets a short, private coaching read: what went well, what is worth a look, and the moments that show it. Engineers improve from their own calls, and pod leads have something specific to talk about in a one to one, without listening to hours of recordings.
| Habit | A 5 looks like |
|---|---|
| Opening | Greets, names themselves and your company, confirms who is calling and for which partner. |
| Understanding | Asks what changed, who is affected and how urgent it is, and says the problem back. |
| Troubleshooting | Ordered steps, checks the known fix, confirms the result on the call. |
| Clear explanations | Plain words, says what they are doing while they do it. |
| Ownership and next steps | Says who does what by when, gives the ticket number, books the callback. |
| Care | Names the frustration, stays patient, apologises for the impact. |
Each habit is scored 1 to 5 with one sentence of evidence, or left unscored when the call gave no chance to show it. An unscored habit is left out of the average, never counted as zero. A separate line says whether identity was checked before an account change: Checked, Missed or Not needed. A miss is never averaged away.
Excerpts
A call can carry up to four excerpts of at most 160 characters, cut word for word from the transcript after passwords, codes, card numbers and other personal details are removed, and checked again. An excerpt that still names anyone is dropped, not shortened. Excerpts are deleted after 12 months.
Call of the day and call of the week
On Calls, the Pod view offers its lead up to three calls of the day: real conversations of a minute or more with the highest score, never a voicemail or a test queue, and passing over yesterday's call when anyone else qualifies. It also offers call of the week candidates: a high score, a caller whose mood improved, and a problem solved on the call. Nothing is posted by itself. The lead presses Post as call of the day or Make it call of the week; the engineer hears about it first, and a call of the week goes into the pod's next weekly meeting as a headline the lead can still withdraw. The same view lists up to five coaching moments worth a one to one, each with a Bring to 1:1 press.
Add your side, and Not a work call
An engineer can add a note of up to 500 characters beside the scores, which their pod lead sees. A call marked Not a work call loses its note and its coaching at once. A tenant admin can turn coaching off for the workspace, and each person can turn off Coach me on my calls in their own settings.