Conduct Coaching and E-Learning Activities
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.
You must have the default Administrator or Supervisor role or a custom role that includes the Quality > Coaching Comments > Create or > Modify permission to create or modify Coaching Comments to a session.
You must have the default Administrator or Supervisor role or a custom role that includes the Quality > E-Learning Activities > Create permission to create E-Learning Activities.
Coaching Sessions
Typically, agent coaching sessions include having person-to-person meetings to go over the evaluation and playback of recorded interactions usually from the supervisor's computer screen. CxQM Coaching Sessions are an electronic form of this technique. If agents have an CxQM user account, a Coaching Session can be electronically created for any evaluation.
A coaching session can be sent to more than one user. An example could be an entire interaction recording or a specific portion of a call that was handled quickly and effectively by an agent. A supervisor can use the 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.
A coaching session can contain e-learning materials. E-Learning materials for interaction 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 evaluation when completed and distributed.
Coaching session comments can be made by tenant administrators or supervisors with the appropriate permissions. Note that only tenant administrators can create, view, modify or delete their own or others comments. Supervisors can only modify or delete their own comments.
E-Learning Activities
E-Learning activities may or may not be related to interaction recordings. For example, the company may require all agents review the new company policy on protecting customer information used during interactions. One e-learning activity can be created and sent to multiple users. In this example, the new company policy might be a new employee handbook section that the supervisor decides to send to all agents in the group for review and compliance. The supervisor can assign a completion date and an acknowledgment clause to capture compliance for the effort.
