Coaching Activities (Recordings) Button

A coaching session can be created for any call in the Playback tab. Coaching sessions allow a supervisor to provide immediate feedback via the interaction's Coaching Comments to an agent or group of agents and provide an option for the agent(s) to confirm receipt of the coaching feedback and provide any comments, if desired. The Coaching Activities button will be hidden if the user does not have the Create Coaching Session permission for their user ID.

1. Go to the Recordings > Playback window.
2. In the list of interactions, double-click on the interaction to be given a coaching session. Multiple users to be coached will need to be selected individually.
3. Selecting the interaction will cause the media player to begin playing the recording.

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:

1. Select the recording to coach, double-click on it or click the Play button. The recording will begin playing.
2. 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. 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.
   6. Click the Save button (small diskette) 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.

Continue to add coaching comments as needed to the recording. Each comment and its associated portion of the interaction recording will become available for use in the Create the Coaching Session task.

When all comments have been added to the Coaching Comments section and saved:

1. Click the Coaching Activities button on the Playback tab.
2. The Create Coaching Session window appears. Enter the following:
   • Session Name: Enter a relevant name for the session.  This appears in the Name column of the Coaching & E-Learning Activities window.
   • Session Description: Add a description of the session. Be clear as to what this session is for and what is required. This appears in the Details column of the Coaching & E-Learning Activities window.
   • Coaching Remarks: The Call Recording Unique ID and any carried over comments that were created using the interaction's Media Player's Coaching Comments section.
     • Call Recording: Gives the Unique ID of the interaction being coached.
     • Any carried over Coaching Comments.
       • When Coaching Comments are created on the interaction recording, the list of comments is made available to the Create Coaching Session window. Select from this list by checking on any comments that are to be coached. The portion of the recording associated with the comment is attached to be sent to the user(s) being coached.
   • Additional Library Content: Users can add additional materials for coaching.
     • Attach: The Attach button is used to browse for and attach e-learning materials to the coaching session.
   • Delivery Options:
     • Due Date: Select a due date this coaching session is to be completed by.
     • Confirm Receipt check and text box: If checked, requires the user to confirm receipt of the coaching session.
     • Allow User Comments check and text box: If checked, allows the user to provide feedback and commentary.
   • User Assignment:
     • Select the user(s) from the Available Resources list and click Add (>>).
     • Selected users will move to the Selected Resources list.
       • To remove a user from the Selected Resources list, click on the user to be removed and click Remove (>>).
     • Show Inactive Users: If a user that needs to be coached is inactive, check this box to reveal all inactive users and select the appropriate one(s).

Save or distribute the coaching session package by doing one of the following:

• Click OK to send the session to the members on the Selected Resources list and to save it to the in the Coaching & E-Learning Activities window.
• Click Save To Library to send the session to the members on the Selected Resources list and to save it to a particular folder in the E-Learning Library tab and folder list.
• Click Cancel to cancel the creation of this task.