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You must have the default Administrator, Supervisor or Agent role or a custom role that includes these permissions to use the My Engage Dashboard and widget:

  • Administration > Enable My Engage
  • Administration > Enable My Engage > My Evaluations
  • Administration > Enable My Engage > My Coaching
  • Administration > Enable My Engage > My E-Learning

For an agent to start an E-Learning or Coaching assignment, the agent logs into My Engage using their User ID and password and double clicks on the desired assignment to open it.

A coaching session for voice or voice-and-screen recording are created and sent to the agent from the Playback tab. When the agent opens the coaching session, the recording begins playing via the Media Player.

  1. Go to Dashboard > My Engage.
  2. On the My Engage - My Assignments dashboard, locate and double-click on the Coaching Session desired to start.

    3. Only one assignment can be OPEN at a time. The user may get a warning to close an open assignment before opening the new one.

  3. A new Coaching - <session-name> tab appears next to the My Engage tab. The tab has a ribbon bar of buttons and three sections to use. The Media Player begins to play the audio of the recording.
  4. The new Coaching Session tab has sections, Session Details, Content and Acknowledgment, displaying or requiring information about the session.
  5. Session Details: Users will review this information about the coaching session:
    • Session Name: Name given the session by the coach.
    • Coaching Comments: Displays any general comments the coach desired to include in the session. This is where the user will read what the coach requires for this session.
    • Due Date: Calendar date the assignment is due to be completed.
    • Started Date: Date and time the assignment was started.
    • Completed Date: Date and time the assignment was completed. This remains blank until the assignment is completed.
  6. Content: Users MUST complete additional e-learning content assigned AND playback the recording or portion of the recording. These assignments can be business documents to read, links to videos to view, process checklists to complete, call outlines to follow, information for a face-to-face coaching appointment or general comments not related to an interaction:
    • Click on each e-learning item icon to access the item and complete them. Each item accessed is marked as complete by the auto-checking of the acknowledgment checkbox.
      • Document files are downloaded to the user computer for action.
      • Links cause the user browser to open at specific locations.
    • Play the recording: Users MUST playback the recording or portion of the recording.
  7. Acknowledgment section: Users MUST complete the Acknowledgment section. This section will contain instructions and acknowledgment statements that may be required. The coach chooses to include the acknowledgment and user comments box.
    • Acknowledgment checkbox: Users MUST check the Acknowledgment checkbox to signify they have complied with any instructions in the acknowledgment text box. Default is the statement: I have read and understand the learning material in this assignment. However, the coach can change this and insert other instructions or directions.
    •  User Comments text box: The user may be required to write their responses or actions taken for this coaching session in this text box. The coach will write the directions for the user to follow for their input. 

  8. IF the session is to be closed and activities done so far are not to be saved:

    • Click on the Close button. This action:
      • Closes the assignment window.
      • Does not save anything regarding to the assignment.
      • Does not change the status of the assignment.
  9. IF the session work has been completed and needs to be saved but not closed:
    • Click on the Save button. This action:
      • Saves any work assignment work that has been completed.
      • Does not change the state of the assignment, typically Started.

The agent save their in-progress work on the coaching session by clicking on the Save button.

The agent is then returned to the My Engage - My Assignments window where the visual indicator may be updated to show state count changes or new assignments.

  • If the coaching session requires a confirmation, the agent must click on the checkbox next to the Confirmation Statement crafted at the time of assignment. The assignment does not go to Completed status until this checkbox is checked.
  • If the coaching session allows for agent feedback, the agent can enter comments in the Allow User Comments text box as required by the session instructions.

The status of the assignment is based on whether the agent clicks Save to save the confirmation and feedback or Close to leave the assignment in the current state.

  • If the Confirmation Statement checkbox is not checked, the coaching session status will be Started when the agent clicks Save.
  • If the Confirmation Statement checkbox is checked, the coaching session status will be Completed when the agent clicks Save.
  • If the agent clicks Close, the coaching session state will not change.