Create Coaching Sessions

You must have the default Administrator or Supervisor role or a custom role that includes the Quality > Coaching Activities > Create permission to create Coaching Sessions.

Typically, a person-to-person coaching session is a meeting to go over an evaluation and playback interactions from the supervisor's screen. CxQM Coaching Sessions are an electronic form of this method. If agents have an account, a Coaching Session can be electronically created for any evaluation.

Creating and distributing a Coaching Session to a user or users via CxQM provides:

A secure way for an evaluator to distribute an evaluation, interaction, training materials or just selected comments to the agent's My Engage tab.
Immediate feedback to an agent in a Notes section.
A due date for the agent to complete their task.
Tracking of the progress of an agent’s Coaching Session assignment.
The agent to the opportunity to confirm receipt and/or provide feedback if desired.

A coaching session can be sent to more than one user. An example could be a an entire recorded interaction or a specific portion of a call that was handled quickly and effectively by an agent. A supervisor can use a coaching session as a way to inform all agents in a group on how to respond to a similar interaction in the same quick and effective manner. Or, the supervisor can use a coaching session to distribute corporate information, such as the new employee handbook.

A coaching session can also contain e-learning materials, as well. E-Learning materials for interaction coaching sessions and evaluations may include personal checklists for agents to use to screen their interaction activities or a link to a website that contains some training videos on interpersonal communication techniques. E-Learning materials are attached to and carried with the coaching session when completed and distributed.

Coaching Sessions using recordings with screen-captured playback files MUST be created using the Media Player. The Video Player does not allow coaching comments to be made there.

Selected keyboard keys are available for use with the Comments section of the player. Also, for recordings or portions with many comments, the keyboard Up and Down arrows will provide highlighted scrolling up or down through the comments listed in the Comments section, much like the scroll bar on the right does. As each comment is highlighted, it's portion of the recording timeline bar is highlighted.

Create a Coaching Session

Coaching Sessions begin on the Recordings > Playback tab. A recording is selected to coach, a coaching session is created and is sent with instructions and materials, if needed, to one or agents for training and development purposes. Create a coaching session by:

Select a Recording and Add a General Comment

Coaching Comments can be added to a recording for evaluation and training purposes. Comments can be general, providing an overall commentary of the recording or very specific, focusing on a portion of a recording.

In the lower right-hand corner of the Create Coaching Session pop-up window is a small double-line triangle. Users can click on it to drag the corner of the window in or out to adjust the window size. All associated text boxes and grids expand in unison.

A general Coaching Comment can be added to an interaction recording. To do this:

Select the recording to coach and double-click on it or click the Play button. The recording audio will begin playing.
In the Coaching Comments section of the media player:
1. Click on the Flag icon and note the new Comment line entry that appears at the bottom of the list of Comments.
2. Enter a comment into the Comment text box. This can be directions, comments, words of encouragement or discipline for the user to work with in this coaching session.
3. On the left-hand end of the entry, click the menu button for the Actions column for this comment.
4. The Actions menu of commands appears.
5. The Actions menu of commands appears. The Actions menu of commands (and alternate keyboard keys) include:
  - Play: Used to play the recording or recording portion the comment is about.
  - Save (can also use the keyboard Enter key): Used to save the comment made with the recording or recording portion.
  - Cancel (can also use the keyboard Esc key): Used to cancel or exit from the Coaching Comments activity without saving anything.
  - Delete (can also use the keyboard Delete key): Only appears when a comment has been saved. Used to delete the comment from the recording or recording portion.
6. Click the Save button (small diskette) or use the keyboard Enter key to save this comment. The comment will remain in the recording's Comments list with time stamps, a Reviewer name, a Role and a Created Date being displayed.
7. If the Coaching Comment needs to be deleted, click the Delete button or use the keyboard Delete key to get a deletion confirmation followed by deletion of the comment.

Select a Portion of a Recording and Add a Comment

If a specific portion of the call is to be coached, that portion can be identified and sent along to the user(s) as a part of the coaching session with comments. To do this:

Select the recording to coach, double-click on it or click the Play button. The recording will begin playing.
In the Coaching Comments section of the media player:
1. Click on the Flag icon and note a new Comment line entry appears at the bottom of the Coaching Comments section.
2. Use the Media Player Time Position Slider (or the Tracking Bar) to move the Time Position Slider bar and locate the start and end time of the portion of the interaction being coached. CxQM highlights the selected portion in a darkened blue color and then enters the Start Time and End Time stamps into the new Comment entry automatically.
3. Enter comment text into the Comment text box. This can be directions, words of encouragement, discipline or thanks for the user to work with in this coaching session.
4. On the left-hand end of this entry, click the menu button (three dots) to get the Actions menu for this comment.
5. The Actions menu of commands appears. The Actions menu of commands (and alternate keyboard keys) include:
  - Play: Used to play the recording or recording portion the comment is about.
  - Save (can also use the keyboard Enter key): Used to save the comment made with the recording or recording portion.
  - Cancel (can also use the keyboard Esc key): Used to cancel or exit from the Coaching Comments activity without saving anything.
  - Delete (can also use the keyboard Delete key): Only appears when a comment has been saved. Used to delete the comment from the recording or recording portion.
6. Click the Save button (small diskette) or use the keyboard Enter key to save this comment. The comment will remain in the recording's Comments list with time stamps, the Reviewer name and Role and a Created Date being displayed.
7. If the Coaching Comment needs to be deleted, click the Delete button or use the keyboard Delete key to get a deletion confirmation followed by deletion of the comment.

Create the Coaching Session

To create a coaching session for a recording or portion of a recording:

On the Recordings > Playback window, select the recording to be coached by clicking on it.
On the Recordings > Playback window ribbon bar, click the Coaching Activities button.
The Create Coaching Sessions window appears.
Create the session using the following parameters:
1. Session Name: Give this session a name relevant to the task such as "Self-Review by Agent" or "New Policies for Customer Data".
2. Session Description: Enter a description of what is needed to accomplish the task such as "Listen to the call portion and answer questions in the attached Agent Review sheet" or "Read the attached new company policy handbook".
3. Coaching Remarks: This section will list the remarks or comments that have been made on the interaction recording and show's the call recording's unique ID. Select by checking the checkbox of the comment(s) being coached.
4. Additional Library Content: Click on the Attach (paperclip) icon to get the Additional Library Content list. This list contains e-learning materials from the E-Learning Library.
  - Select the appropriate e-learning materials for the task from the list by checking the appropriate boxes. For example, an agent self-review form or the new company policy handbook can be attached.
  - Click Add.
5. Delivery Options include:
  - Due Date: Use the Calendar icon to select a due date the user is to have this session completed.
  - Confirm Receipt: When checked, requires the user to acknowledge receipt of the session and understanding of the task's requirements. The creating user can enter their own statement, if needed.
  - Allow User Comments: When checked, allows the coach to provide directions with commentary to the agent for the task.
6. User Assignment:
  - Search text box: Here on the Users tab, this quick search text box provides users with a quick filter search of the Available and Selected Resources grids. Entering a First or Last Aame, Agent ID or Mobility ID will immediately refine the list to display only those items that match what was entered.
  - Select the user or users to receive this coaching session by clicking on each user in the Available Resources column and clicking on the Add (>>) button. Hold down CTRL or SHIFT to select more than one user. Then click Add (>>). This sends the selected user(s) to the Selected Resources. To remove a user or users, click on user(s) in the Selected Resources column and click the Remove (<<) button. Hold down CTRL or SHIFT to select more than one user. Then click Remove (<<).