Review/Save Completed Coaching Sessions and Assignments

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

All E-Learning assignments and Coaching Sessions are tracked using the Coaching & E-Learning > Activities tab. When e-learning activities or coaching sessions are completed, their records in the Activities tab are automatically updated to reflect completion with date and time.

On the Coaching and E-Learning Activities > Activities tab:

  1. Locate and click on the selected assignment or session to view.
  2. Click on the View button to open the assignment and see the View E-Learning Assignment window. The window is used for both Coaching Sessions and E-Learning Activities.
  3. Review the window's content as needed.
  4. Click Cancel to close the activity window without saving anything.

A session or activity can be saved to a folder on the left-hand side of the Coaching & E-Learning Activities > Library tab. This is a way for a supervisor to keep records of agent training and development using CxQM features.

To save a session or activity in a folder:

  1. Locate and click on the selected assignment or session to view.
  2. Click on the View button to open the assignment and see the View E-Learning Assignment window. The window is used for both Coaching Sessions and E-Learning Activities.
  3. Review the window's content as needed.
  4. Click Save to Library.
    1. Use the Select Folder window to select a folder to save the assignment in.
    2. Click Save to save the assignment in the folder.
    3. Click OK on the Saved confirmation window.
    4. Click Cancel to close the activity window.

To view the comments made by the user who completed the e-learning assignment:

  1. From the Coaching & E-Learning > Activities tab, select a Coaching or Learning Activity record that is desired to be viewed.
  2. Double-click on the Comments icon in the Comments column.
  3. The e-learning assignment will open as a new tab next to the Activities tab.
  4. In the Acknowledgment section of the assignment, locate and review the comments text box.
  5. Click Close when finished.