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Coaching Manager

Coaching Manager

Owned by Stephanie Kussrath
Last updated: Oct 17, 2024
3 min read

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

 

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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).

 

 

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).

Add Alan, Pablo, Stephanie and Herve as viewers.

 

 

  • 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).

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. 

  • 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).

  • 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.

Editing a coaching Session

Supervisors to edit a coaching session in CXone.

  • Select the session you wish to modify (1).

  • 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. 

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.