Supervisor scheduling Coaching Session for an agent
Steps on how to create coaching sessions for agents in CXone.
Open Coaching application.
Coaching Manager will open. Select New Coaching Session
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).
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).
Agent information will appear here (1). Add Interactions/Attachments/Evaluations as needed (2). Add any Comments/Notes (3). Select Schedule (4).
Please note you can only attach Evaluations that the agent has acknowledged. If the evaluation is not acknowledged by the agent, add the interaction.
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).
Information of the Coaching Session will appear. To cancel select 3 dot menu (1). Select Cancel Schedule (2). Too edit Coaching Session select Edit (3).
When cancelling the Coaching session it will also cancel the activity code in WFM.
Once the Coaching Session is created it will schedule that activity code in WFM.
Once the Supervisor and the agent completed the coaching session have the agent acknowledge the coaching session in CXone.
Agent notifications and view of coaching session
Agent view of coaching session in CXone.
Agent will get an alert in Max. Open Alerts.
Select the New 1:1 Coaching Session.
View Coaching Session information. This coaching session will also be in your schedule. Acknowledge coaching session once completed.
