What is Coaching?
Coaching is a home-base for your coaching needs designed to close the loop in the QA cycle by integrating coaching sessions directly into your post-interaction analytics platform. Document coaching sessions and monitor agent performance within a single platform to create a streamlined and effective process.
Coaching can be enabled and customized by admins by selecting the appropriate roles in a user’s profile. Learn more about coaching roles.
Navigate to the Coaching via the top navigation bar to see a consolidated view of completed sessions, drafts, and recently coached agents. This allows you to efficiently track all coaching activities in one place and see what’s up next.
Use filters to focus on a specific agent or coach and see relevant information, including completed goals and acknowledged sessions.