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Select the drop-down menu for Focus Area (1). Select the drop-down menu for Behavior (2). Select Acknowledgement Due Date (3). Enter any Objective or notes necessary (4). Add Participant (5). Add Viewer (6).
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Add participant
Enter the agent’s name or use the filter option (1). Select agent name (2). Agent name will appear here if selected (3). Select Confirm (4).
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Add Viewer
Enter the viewer's name or use the filter option (1). Select the viewer's name from the list (2). Click "Confirm" (3).
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Add Alan, Pablo, Stephanie and Herve as viewers. |
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Agent information will appear here (1). Add Interactions/Attachments/Evaluations as needed (2). Add any Comments/Notes (3). Select Schedule (4).
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Select the drop-down menu Activity Code (1). Select date of Coaching Session (2). Add any additional comment for the agent to see in their schedule/WFM (3). Update Start time and Duration if needed (4). Select Check Availability (5). Select a time slot you want (6). Select Schedule (7).
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Please note that if you cannot find a suitable time, review the agent's schedule for that date. Ensure there are no breaks during the time you wish to schedule the session. |
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Once the Supervisor and the agent completed the coaching session have the agent acknowledge the coaching session in CXone.
Editing a coaching Session
Supervisors to edit a coaching session in CXone.
Select the session you wish to modify (1).
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Click "Edit"(1) In this section, you can add any missing notes, interactions, or attachments. Additionally, you can reschedule the session to a different time slot based on the agent's availability.
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Agent notifications and view of coaching session
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