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Coaching Assignments - Supervisor View and Creation

This feature assists supervisors in analyzing agent performance and identifying interactions that need targeted coaching. It provides a view of coaching assignments for a specific agent within the agent dashboard. This shows all the assigned coaching tasks of agents.

Coaching Assignments Creation

Navigate to Quality AI > ANALYZE > Dashboard > Agent Leaderboard > Overview.
coaching assignments Dashboard overview

Add Coaching Assignments

This page serves as the starting page for coaching assignments creation.

Steps to add coaching assignments:

  1. Select the Evaluation tab to Add Coaching Assignment.
    Add Coaching Assignment

  2. Select any of the agent interactions to enable and assign coaching for the agent.

    Each agent has a dedicated dashboard, which is accessible to both the agents and their supervisors. This dashboard presents high-level metrics for supervisors to review.

  3. Select the vertical ellipsis (⋮) button, and select View.
    view Agent Interactions.png

    When you select the View button, you can view the agent Audit and Conversation Details and Logs of the chosen agent conversation.
    view Agent Interactions.png

  4. Select the Add Coaching Assignment, the following screen appears.
    Add Coaching Assignment.png

  5. Enter the Name of the coaching assignment. Add Coaching Assignment Name.png

  6. In the Coaching Area, enter the agent attributes that are selected for coaching as part of the assignment.
    Add Coaching Assignment Area.png

  7. By default, the Interactions Marked for Coaching details, which are selected from the evaluation tab, are displayed.
    Interactions Marked for Coaching.png

  8. Under the Best Responses (optional), select the best response interactions from other agents to provide best reference for this coaching assignment using saved bookmarks.

    • View Interactions: By selecting this button, you can view the specific audit interaction status of an agent in the Chat History.

    • Add Interactions: By selecting this button, you can select more than one bookmark based on the evaluation criteria, for example, one set of interactions for the support queue and another set of interactions for the best responses to get populated in the selected interactions box.

  9. In the Feedback, enter your feedback for better improvement on the agent's handling of an interaction, which includes both positive aspects and areas for improvement.
    Feedback.png

  10. Enter Action Plan for the coaching assignment that includes actionable steps for the agent to improve their performance in future interactions.
    Action Plan.png

  11. Provide the input for the Follow-up Date chosen for the assignment.
    Follow-up Date.png

  12. Select Create to assign coaching assignments to an agent, The system then populates the assignment in the Agent Dashboard.