Assign a Coaching session

You can assign a Coaching Application that provides a method of directing, instructing and training a person or group of people, with the aim of achieving a set goal or developing specific skills. session to an employee while handling an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. or evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. to improve employee skills and performance.

The evaluation (if submitted) or interaction is automatically associated to your assigned Coaching session. The coach can then focus on the interaction or evaluation that triggered the session.

In addition, employees can assign themselves Coaching sessions based on their interactions or evaluations.

Before you begin

Verify that in the User Management Module that an administrator uses to create a profile for each employee in their organization. application you have the following Coaching privileges:

View manage coaching
One or both of the following: Add/delete evaluation attachment, add/delete contact The entire communication experience for a customer, from beginning to end. attachment

Procedure

Access the interaction you want to work with.
While working with the interaction or a form, click .

In external evaluations, this option is enabled only after the form is submitted.
In the Manage Coaching Session window (under Performance Management), set the fields required to create your Coaching session.

For information on the default values displayed when opening a Coaching session, see Assign Coaching default values.
Click Save.
To return to the Interaction application, from the main menu select Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface..

The Coaching session is assigned to the employee. To see the Coaching session, go to My Home. Under My Performance, select Coaching.