Schedule a coaching appointment

As a quality manager, performance management administrator, evaluator, or supervisor, you can create a coaching appointment for agents with the help of 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 more information about editing an existing coaching appointment, see Edit a coaching appointment.

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 views.

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

Access the Schedule a coaching appointment option

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Schedule a coaching appointment

1. Click New Appointment. For more information about adding to an existing appointment, see Add an interaction to an existing coaching appointment.
   1. Enter a session name and description for the new coaching appointment.
   2. In Location, enter a meeting location or a meeting URL.
   3. To allow the agent to see the performance insight details about your coaching session, toggle Share insight details on.
   4. Select an attendee (the agent involved in the interaction) and facilitator, users who can view, annotate, and change the status of coaching appointments). For more information, see View a coaching appointment.
   5. Click Next.
2. In Step 2, 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: You can add interactions via the interaction’s full URL path or the interaction’s ID.
   2. Click the button for every attachment that you want to add to the new coaching appointment. The selected attachments appear on the left side of the window.
      
      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.
3. Click Next.
4. In Step 3, schedule the appointment. Workforce management customers have the Schedule toggle on by default. Set the toggle to off to create an appointment outside the workforce management schedule.
   
   1. Choose a date.
   2. Choose a time.
   3. Select the duration of the coaching session. The maximum duration is 60 minutes.
      
      Note: To ensure that the agent and the facilitator can see schedules, make sure that they belong to the same business unit.
   4. Click Finish.
      Note: For workforce management environments, a list of agents along with their corresponding available slots appear only if the Is Interruptible toggle is enabled in the Activity Code screen. The system only checks activities that you marked as Interruptible in the Activity Code view for available slots. For more information, see Add an activity code.
       
5. In Step 4, review and confirm the appointment details and then click Finish.