Coaching with quality management overview


As a quality administrator, evaluator, or supervisor, you can schedule coaching appointments with agents to help close gaps and drive improvements. 

You can make coaching appointments on the interaction’s detail page by clicking the Schedule Coaching button. The coaching appointment wizard allows you to specify the people involved, any important details, a link to the interaction and any necessary documents, and the length of time and date. Appointments can include multiple interactions and documents. 

interaction details

    When a participant adds an interaction to a coaching appointment, all participants can view that interaction, based on their permissions to view interactions. All participants can access documents.