May 27, 2020


Contact center

Introducing coaching with quality management

Quality administrators and supervisors can now schedule coaching appointments with agents to help close gaps and drive improvements. Administrators identify an interaction where coaching is needed and schedule the appointment through a wizard in the interaction’s detail page. Appointments can include multiple interactions and documents. For more information, see About coaching with quality management.

Add an agent’s workforce management schedule to an external calendar

Agents can now import and sync their workforce management schedules to external calendars on mobile or desktop devices that support the iCal format; for example, Apple Calendar, Google Calendar, Yahoo Calendar, and Outlook. This feature helps agents add schedules to their external calendars of choice for easy access. For more information, see Add your workforce management schedule to an external calendar and About workforce management for agents.