Conducting 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.

Coaching sessions are used by supervisors and quality managers to train and develop contact center agents. Recording or recording portions are selected, a session is created with requirements and directions and this is sent to the agent to act upon.

Conducting Coaching Sessions Using Interactions

Coaching for an agent can be performed using a selected interaction recording or recording portion and creating a coaching session activity which will contain the interaction and can contain e-learning materials for the agent to use in the review. The steps to set up a coaching session with interaction for an agent are:

  1. On the Playback tab, select the record of the recording or recording portion to be coached and begin playback.
  2. Add any coaching comments to the interaction recording or portion, as needed.
  3. Click Coaching Activities to create a Coaching Session that will contain the following:
    1. The selected interaction recording or recording portion with Coaching Comments from the Media Player.
    2. Attach any additional e-learning materials needed to reinforce learning and development.
    3. Add instructions or directions for the agent to follow.
    4. Request a receipt and feedback, if needed.
    5. Select the agent(s) to receive the coaching session.
  4. Save and distribute the coaching session, with attachments, to the agent(s) for action.
  5. Supervisors can monitor the agent activity with the coaching session by going to the Coaching & E-Learning > Activities tab and checking on the Status of the session.

These actions provide the agent the selected interaction recording or recording portion to playback for review while completing the assigned coaching session and it's attached materials.

Conducting Coaching Sessions With Evaluations

Coaching for an agent can be performed using an agent's evaluation in conjunction with the selected interaction recording or recording portion and a coaching session which can contain e-learning materials for the agent to use in the review. This is a two-part task, the first part being the completion of the evaluation and the second part being the creation of the coaching session. The steps to set up a coaching session with an evaluation for an agent are:

  1. On the Playback tab, select the record of the recording or recording portion to be evaluated and coached.
  2. Click Evaluate to complete an evaluation form for the agent's interaction recording containing:
    1. The selected recording or recording portion to be evaluated.
    2. Add any coaching comments to the interaction.
    3. Complete an evaluation or conditional form on the agent(s) and the interaction.
    4. Email the completed evaluation as a URL or as a file attachment, to the agent(s) being coached.
  3. Click Coaching Activities to create a Coaching Session for the agent containing:
    1. The selected interaction recording or recording portion with Coaching Comments made from the Media Player.
    2. Attach any additional e-learning materials needed to reinforce learning and development.
    3. Add instructions or directions for the agent to follow.
    4. Request a receipt and feedback, if needed.
    5. Select the agent(s) to receive the coaching session.
  4. Save and send the coaching session, with attachments, to the agent(s) for action.
  5. Supervisors can monitor the agent activity with the coaching session by going to the Coaching & E-Learning > Activities tab and checking on the Status of the session.

This gives the agent the selected interaction to playback while reviewing the evaluation and completing the assigned coaching session.

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