Prerequisites

The following permissions for your role:

  • Coaching > Appointment > Add
  • Coaching > Appointment > View
  • Coaching > AppointmentStatus > View
  • General > Content Management User
  • coaching > scheduleslot > view

As a quality manager, performance management administrator, evaluator, or supervisor, you can create a coaching appointment for agents by using a wizard. As a quality manager you can also select anyone to be a facilitator. When you create a coaching appointment, you cannot schedule it over an existing coaching appointment for the agent or facilitator. For information about editing an existing coaching appointment, see Edit a coaching appointment.

Notes:
  • When working with Coaching you can only coach agents in divisions for which you have permission. That is, you can only view data from the division(s) that you are a member of. For more information, see Divisions overview and Assign roles, divisions, licenses, and add-ons .
  • The process for creating a coaching appointment differs when working in a Workforce Management environment. If you are working in a Workforce Management environment when creating a coaching appointment, you will be able to view the participants schedules. If you are not working in a Workforce Management environment you will only be able to see coaching sessions for the attendee and yourself. For more information, see the procedures below.
  • Newly scheduled coaching sessions have the Training activity code by default.
 

You can schedule an appointment for up to six weeks from the agent’s interactions view, through workforce management, and from the analytics Agent Development Summary and Agent Development screens.

All participants can see content when a participant adds it to a coaching appointment from Content Management. 

  1. Select Performance > Workspace > Interactions.
  2. Select the interaction for which you want to schedule a coaching appointment.
  3. Click the Schedule Coaching button.
  4. Click New Appointment. 
    For more information about adding to an existing appointment, see Add an interaction to an existing coaching appointment.

    Click the image to enlarge.


  5. Enter a session name and description for the new coaching appointment.
  6. Select an attendee (that is, the agent involved in the interaction) and facilitator (that is, users that can view, annotate, and change the status of coaching appointments).
    For more information, see View a coaching appointment.
  7. Click Next.
  8. Add any interactions, links, or documents the agent may need for the coaching session.
    1. Use the Search field and filter to find the attachment you are looking for. 

      Note: Interactions can be added using the interaction’s full URL path or using the interaction’s ID.


  9. Click the  button for every attachment you want to add to the new coaching appointment. The selected attachments will appear on the left side of the window.

    Click the image to enlarge.

    Note: When an interaction link is added to the coaching appointment, a summary of the interaction is displayed below the search field. The summary enables you to verify that the selected interaction is the correct interaction before it is added to the appointment. 


  10. Click Next.
  11. Schedule the appointment.
    1. Choose a date
    2. Choose a time.
    3. Select the duration of the coaching session. The maximum duration is 60 minutes.
    4. Click Finish.

      Click the image to enlarge.


  1. Select Performance > Workspace > Interactions.
  2. Select the interaction for which you want to schedule a coaching appointment.
  3. Click the Schedule Coaching button.
  4. Click New Appointment. For more information about adding to an existing appointment, see Add an interaction to an existing coaching appointment.
    Click the image to enlarge.


  5. Enter a session name and description for the new coaching appointment.
  6. Select an attendee or facilitator. Attendees are agents that are involved in the interaction. Facilitators are users that can view, annotate, and change the status of coaching appointments. For more information, see View a coaching appointment.
  7. Click Next.
  8. Add any interactions, links, or documents the agent may need for the coaching session. Use the Search field and filter to find the attachment you are looking for.
    Note: Interactions can be added using the interaction’s full URL path or using the interaction’s ID.
  9. Click Add for every attachment you want to add to the new coaching appointment. The selected attachments appear on the left side of the window.
    Click the image to enlarge.



    Note: When you add an interaction link to the coaching appointment, a summary of the interaction appears below the search field. The summary enables you to verify that the selected interaction is the correct interaction before it is added to the appointment. 
  10. Click Next.
  11. Schedule the appointment.
    1. Click Check. You can see the best available time slot options as well as the schedule for the agent and the facilitator.
      Click the image to enlarge.

      Note: A list of agents along with their corresponding available slots are displayed here only if the Is Interruptible toggle is enabled in the Activity Code screen. Only activities that have been marked as Interruptible in the Activity Code screen will be checked for available slots. For more information, see Add an activity code.  
       
    2. Select the time slot that works best.
  12. Click Finish.

Note: To ensure that the agent and the facilitator can see schedules, make sure that they belong to the same business unit.

  1. Select Performance > Workspace > Agent.
  2. Select the Development tab.
  3. Click the Schedule coaching icon at the top of the tab. 
  4. Depending on your environment, perform all of the steps from step 4 in the Schedule a coaching appointment from the interactions view section or the Schedule a coaching appointment through Workforce Management above.