View a coaching appointment

Prerequisites:
  • Genesys Cloud 3 license
    Note: Some users can see the coaching tab in the inbox without having a Genesys Cloud 3 license. However, you cannot use any of the coaching features without a Genesys Cloud 3 license.

As an agent or facilitator, you receive an inbox notification when someone creates a coaching appointment. The notification clears when a participant marks the appointment as Completed.

Note:

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 .

 

You can open the coaching wizard to see the coaching appointment from the notification in your inbox. You can view details and perform the required tasks within the coaching appointment.

You can view incomplete coaching appointments in your inbox for the last 60 days and up to 60 days in the future.

Facilitator

Facilitators can change the appointment from the notification by going through the wizard. When you open the appointment, you can edit:

  • Name
  • Details
  • Content
  • Schedule: Date/Time
  • Duration (in minutes, maximum of 60 minutes)

    Note: You cannot change the Attendees or Facilitator after the appointment has a status of In Progress. If an appointment was created using Coaching with Quality Management and you have since moved to Coaching with WFM, the appointment cannot be converted into a WFM appointment. All new Appointments will use the WFM scheduling process.

    Agent

    Agents cannot make any changes to the coaching appointment. Details are read-only. Agents can make notes and update the appointment status.

    To view your coaching appointments, click the notification in your inbox.

    Note: 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.