Coaching

The following alert rule types are available if you have a Coaching Application that provides a method of directing, instructing and training a person or group of people, with the aim of achieving a set goal or developing specific skills. license.

Coaching Session Alert

An alert is sent when a Coaching session is saved with a status of:

Meeting Scheduled
Await Trainee Feedback
Await Coach Follow Up

The Meeting Scheduled alert is not triggered when status is changed to Meeting Scheduled after running the Scheduler. Use the Scheduled Activity Change Reminder rule to notify the session coach and employee of session changes. See the Workforce Management section for information on this alert rule.

Coaching Session Due Date Reminder

An alert is sent when a Coaching session has a status of Meeting Scheduled and:

Is due within a specified number of days

Or
Has passed its due date

These alerts can be configured to be sent no more than a specified number of times every day, hour, or minute. The minimum that can be specified is once every 60 minutes.

Coaching Session Reminder

An alert is sent when a Coaching session is saved with a status of:

Await Employee Feedback
Await Coach Follow Up

These alerts can be configured to be sent no more than a specified number of times every day, hour, or minute. The minimum that can be specified is once every 60 minutes.

If you also have a Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. license, you can configure a KPI Out of Range alert. Configure the alert so that a coaching session is automatically created when the alert is triggered by selecting the Action: Create Coaching Session check box (for person KPIs only). In this section, you can specify session type and when to recreate the session.

Failed Evaluations

The Failed Evaluations rule sends an email and/or creates a coaching session when an agent fails one or more questions in an evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. due to scoring below its passing threshold. The questions that failed are displayed in the email and coaching session details.

Configure the settings for the coaching session as follows:

Rule Parameters	Options
Session Type	Select the type of coaching session.
Topic	Select a coaching topic from the list.
Schedule in WFM	Automatically schedule the coaching session using the Forecasting and Scheduling module of Workforce Management.
Duration	Set the coaching session duration in minutes.
Recreate Sessions Period	Define how often a coaching session can be scheduled for an agent. For example, do not create more than one coaching session every 5 days.